AccountId: 011433970860
ContactId: 0a6e5458-35f7-431b-a69d-d13787e11960
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199550 ms
Total Talk Time (AGENT): 59786 ms
Total Talk Time (CUSTOMER): 65397 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/0a6e5458-35f7-431b-a69d-d13787e11960_20250411T14:17_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII]. I'm calling from Loston Chiropractic. I need benefits for a patient.
[AGENT][NEUTRAL] Hey this is
[AGENT][POSITIVE] Alright, it would be my pleasure to assist you and I apologize I missed your name. What is your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII], and a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], what is the policy number?
[CUSTOMER][NEUTRAL] It is 653 9.
[AGENT][NEUTRAL] That's the policy number?
[CUSTOMER][NEUTRAL] That's what I've got. Hold on a second. Let me go look and see what's going on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] That doesn't look right to me either.
[CUSTOMER][NEUTRAL] OK so on here.
[CUSTOMER][NEUTRAL] It has, it doesn't, that's all it gives me.
[AGENT][NEUTRAL] Oh, you have, OK, let's do a name search. What is the last name of the patient?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] [PII], yes ma'am.
[AGENT][NEUTRAL] [PII] OK, thank you. And the first name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let's see if we have a dusty binging.
[AGENT][NEUTRAL] OK, I wasn't able to pull it up by name. Do you happen to have the social and is it for APL?
[AGENT][NEUTRAL] Or do you have an ID card?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm looking at the ID card. It says that it is.
[CUSTOMER][POSITIVE] A premium saver plan.
[AGENT][NEUTRAL] Does it have the company name listed on the card? That doesn't sound like an APL.
[AGENT][NEGATIVE] Hard
[CUSTOMER][NEUTRAL] ENT Associates of Alabama.
[AGENT][NEUTRAL] That's the group name listed on it?
[CUSTOMER][NEUTRAL] mm.
[CUSTOMER][NEUTRAL] That's the employer, the group is the group number.
[AGENT][NEUTRAL] And that's the number you gave?
[CUSTOMER][NEUTRAL] Yes ma'am, this doesn't look like this is right. Hold on a second, I don't know that I've called the right place.
[AGENT][NEUTRAL] Yeah, I'm thinking it might be another company.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Well, I'm, I don't know what we've gotten here and.
[AGENT][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] This is what we've got in here, so hold on a second.
[CUSTOMER][NEGATIVE] OK, uh, yeah, I don't think I've called the right place. I don't, I don't think this is right. I don't think what we've got in our system is right. OK, alright, thank you so much for your time.
[AGENT][POSITIVE] Well, it's been a pleasure to assist you. I'm sorry I couldn't help you further with that information, but I hope you have a wonderful day and a happy weekend.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yes ma'am you too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.