AccountId: 011433970860
ContactId: 0207b588-f9ff-49a4-b663-eb89e400ae5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182380 ms
Total Talk Time (AGENT): 114058 ms
Total Talk Time (CUSTOMER): 64369 ms
Interruptions: 3
Overall Sentiment: AGENT=2.5, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/0207b588-f9ff-49a4-b663-eb89e400ae5e_20250117T15:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Fairview Clinics just looking to follow up on a claim that we had submitted.
[AGENT][NEUTRAL] OK, [PII], you're needing to check claim status for one member? Is that correct?
[CUSTOMER][NEUTRAL] Mhm, yep.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] D as in dog, 43,301,360.
[AGENT][NEUTRAL] OK, thank you, but [PII], that is not an APL policy number, that is for 90 degree benefits. Do you know if the member also has a policy with APL or were you trying to reach 90 degree benefits?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I, I first kind of did 90 degrees and then the options that I chose got me here, so I definitely chose incorrectly, so I will just call that number back.
[AGENT][NEUTRAL] That, well, no, that's OK. I can transfer you over if you would like, um, but if you call, if we get disconnected for some reason and you call back, um, because you did call the [PII], is that correct? Yes, just select option one.
[CUSTOMER][POSITIVE] Oh, OK, yeah, that'd be great.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Oh OK perfect thank you.
[AGENT][POSITIVE] OK, well, you're very welcome. So if that's all I can help you with, thank you again for calling APL and I hope that you have a nice day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thanks. Uh-huh. You're welcome. One moment.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree.
[CUSTOMER][NEUTRAL] 90 Degree Benefits. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII]'s [PII] at APL. How are you?
[CUSTOMER][POSITIVE] [PII], I'm good. How are you? Glad it's Friday, girl.
[AGENT][POSITIVE] I'm good. Happy Friday. That's what I was saying, Happy Friday. So, are you all gonna be, just out of curiosity, are y'all gonna be open Monday or are you all off?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you, thank you.
[CUSTOMER][NEGATIVE] No, we're off.
[AGENT][NEUTRAL] OK. All right. Well, we are too. I just thought I.
[AGENT][POSITIVE] They just dawned on me when you answered that I would ask you. Um, OK. So I have a, yay, me too, and I forgot we get it all. So does that tell you how it's been?
[CUSTOMER][POSITIVE] Yeah, girl, 3 day weekend. I'm so ready.
[CUSTOMER][NEUTRAL] Yeah, it's, it's been a heck of a week.
[AGENT][NEUTRAL] Yeah. Well, I have a provider on the line and her name is [PII], and she gave me a callback number of [PII], but she just pressed the wrong option. She says the
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] You know, that she was trying to reach you all, she just pressed the wrong option.
[CUSTOMER][NEUTRAL] OK. Well, you can send her to me.
[AGENT][POSITIVE] So, are you ready? OK, well, thank you so much. Have a wonderful day and a great three-day weekend. OK, ladies.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] You're welcome. Thank you.
[CUSTOMER][POSITIVE] You too. All right. Bye. You're welcome. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.