AccountId: 011433970860
ContactId: 0119d656-b4d2-4125-81e0-6eaedd20a3aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279839 ms
Total Talk Time (AGENT): 112452 ms
Total Talk Time (CUSTOMER): 154688 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/0119d656-b4d2-4125-81e0-6eaedd20a3aa_20250206T20:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm a provider with Kelsey Seal Clinic. I need to get benefits please and eligibility for one of your members.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with benefits and eligibility. Uh, can I please get your callback number, ma'am, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, of course, [PII] direct line.
[AGENT][POSITIVE] Thank you so much. And then what is the patient's name?
[CUSTOMER][NEUTRAL] It's gonna be [PII] Last name is [PII]
[AGENT][NEUTRAL] OK. And then what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, and then what is her policy number?
[CUSTOMER][NEUTRAL] 02495043
[AGENT][NEUTRAL] 024950. I'm sorry.
[CUSTOMER][POSITIVE] You're good 024.
[AGENT][NEUTRAL] Uh, I miss. I'll miss him. Uh uh-huh.
[CUSTOMER][NEUTRAL] 02495043
[AGENT][POSITIVE] 43 OK thank you I appreciate that. Alright, let's look.
[AGENT][NEUTRAL] OK, I do show that this policy for for [PII] is lapsed and it lapsed on [PII].
[AGENT][NEUTRAL] I'm checking though, um, she does not have any other active policies with our company.
[CUSTOMER][NEUTRAL] OK, and give me just one second just to turn this out.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, man, have you ever had your allergies so bad that it's just like, it sounds like you're sick, but you're really not. And
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] And then when somebody walks by you, you're like, I'm not sick, I just have allergies.
[AGENT][NEUTRAL] I have
[AGENT][NEUTRAL] Uh
[AGENT][NEGATIVE] And COVID just made it worse for everybody. You can't cough, sneeze, or sniffle without somebody thinking you've got the rona.
[CUSTOMER][NEUTRAL] Oh, I know.
[CUSTOMER][NEUTRAL] Yeah, I'm like I don't, you know, like I promise you it's just allergies.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And can I get your name?
[AGENT][NEUTRAL] Yes. Yes, it's [PII]
[CUSTOMER][NEUTRAL] And then can I get a reference number?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][NEUTRAL] Now because I have a very kind of a dark sense of humor sometimes, I can't help it. I think I get it from my parents. I'm blaming on them sometimes like I'll be at the grocery store and if I can tell somebody's like, like I'm a total germ freak, especially like a grocery store it's like I have to like wipe the cart down. I won't even touch it when I have to go with my mom because it freaks me out and.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] But yet if it's certain other things like at my desk I'll keep printries on it and stuff like that and it doesn't bother me but if it's somebody else I am like a control freak with it. I'm like with my little black and decker vacuum going around going that's not clean. You didn't do that. You didn't do that right. That didn't look right and they're like [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] And I'm like I can't help it. I'm like if you would keep your conveyor belt clean, I wouldn't have to go all squeaky clean on you and clean your mess up for you.
[AGENT][NEUTRAL] Right. Yeah, I feel you. I do feel you, but it's different when it's your own space because you know what you do in your space.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Exactly, but somebody else's space I'm just going.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Wait a second. Why would you put that there and are you trying to get food poisoning? I said, you just contaminated your area. You are aware of that. And they're like, what? I'm like.
[CUSTOMER][NEGATIVE] I'm, I'm just gonna, I, I need to live in a, I need to live in a bubble.
[AGENT][POSITIVE] Yeah, I feel you. I, I agree with you.
[CUSTOMER][NEUTRAL] Because then if I say something then I get in then people look at me like I'm crazy and.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You know, er, they don't understand how germs spread. And I'm just like, stay away from me.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, right.
[AGENT][POSITIVE] No, I totally agree with you.
[CUSTOMER][NEGATIVE] But you can't say that because then it's rude.
[AGENT][MIXED] Right, but I totally agree with you. It's different cause you know how often you clean, you know where your hands have been, you know how often you've washed, and some of these other folks are just shady. You just don't know.
[CUSTOMER][NEUTRAL] Oh my God.
[CUSTOMER][POSITIVE] I really need to take you for a joke like that today. That's hilarious. But I hope you have a great day, rest of your day. Thank you so much. Bye-bye.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You too, [PII]. Alright, bye bye. You take care. Thanks for calling ATL.