AccountId: 011433970860
ContactId: 0ce0f80d-e6aa-4231-8c66-2ee6bd7befa6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 651840 ms
Total Talk Time (AGENT): 188854 ms
Total Talk Time (CUSTOMER): 203005 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/0ce0f80d-e6aa-4231-8c66-2ee6bd7befa6_20250428T13:34_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, may I speak with [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see if she's available. May I have your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And is she expecting your call, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, I'm calling to give her some addresses.
[AGENT][NEUTRAL] Oh, OK. All right. And just in case we get disconnected, may I have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, um, let me go ahead and verify you really quick before I get her on the line. Do you have the policy number?
[CUSTOMER][NEUTRAL] I don't, but I do have the social security number.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, bear with me just OK.
[AGENT][NEUTRAL] This other system.
[AGENT][POSITIVE] OK, go ahead, I'm ready.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And I just need to verify your um mailing address and email address on file, OK.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect. OK, OK, let me see if I can get Miss [PII] on the line. OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][POSITIVE] Hi [PII], how are you? This is so good morning.
[CUSTOMER][POSITIVE] Hey, so I'm good. How are you?
[AGENT][POSITIVE] I'm good, I'm good. It's Monday.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, I have um a member on the line that she's calling to speak to [PII], not [PII]. It looks like uh [PII] needed some addresses. I don't know if you can help her with this, um, but she speaks to, you know, she has to speak with [PII], but she's not in.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, no, [PII].
[AGENT][NEUTRAL] Her, what's her name? What's, um, I don't know how to say her last name.
[CUSTOMER][NEUTRAL] Oh [PII], sorry, I thought, I thought you said [PII]?
[AGENT][NEGATIVE] Oh, no.
[AGENT][NEUTRAL] Yeah, yeah, [PII], yes.
[CUSTOMER][NEGATIVE] No. OK.
[CUSTOMER][NEUTRAL] OK, what's that policy number?
[AGENT][NEUTRAL] OK, the policy number is 727291.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so she submitted. I'm assuming we needed something and that's why.
[AGENT][NEUTRAL] Yeah, I think so. I see the note from uh [PII] saying that she needed some addresses for some doctors and that the member was gonna call back, but I'm not sure exactly what, what she doing.
[CUSTOMER][NEGATIVE] OK, let me, oh, that's not what I wanted to do.
[CUSTOMER][NEUTRAL] OK, let me see what she's submitted.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll look at her notes too so I can understand what I'm looking for.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Was it on, was it an EOB note or is it just in the note screen?
[AGENT][NEUTRAL] It was in the notes screen.
[AGENT][NEUTRAL] I didn't pull the claim. I, yeah, I just went through the no screen and see exactly why she was trying to call her because I see that she was out, so I'm like, hm, so let me see if it's something maybe somebody can help her with.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] If I didn't have no nose, probably I will not, I'll be like, uh, let me send her a message.
[AGENT][NEUTRAL] When she comes back because I have no idea, but yeah, but I see that note and I'm like, well, maybe somebody else can help her do that.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, let me, that's what I'm trying to determine. OK, refund refund per request dropped.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] from the policy.
[CUSTOMER][NEUTRAL] Uh, state that you would gather addresses for [PII]. OK, so those are the children.
[CUSTOMER][NEUTRAL] Because there's no beneficiary on file so she needed.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So um let me see, looks like we have bills on here too.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] But let me double check, I could be wrong.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, those are bills. That's what I thought. Let me scroll down. It's 20 pages, so.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] And it's almost all bills so far, so that's gonna be fun to sift through.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Oh yeah, thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I don't see any addresses on that one. OK, let me look at this one.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] And I'm gonna go ahead and go back to her just a little bit just so she knows I'm still here, OK? Thank you.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. OK, um, Miss [PII] is not in, but I'm trying to get somebody to help you with this, OK? So I got another representative on the other line trying to see exactly what we're gonna need or how can she help you, and I'll go ahead and transfer you as soon as she, she knows if she can get that done for you, OK? So bear with me just one more minute.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Like that
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, I'm back.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Did she say that she had already submitted them or she was going to?
[AGENT][NEUTRAL] No, she said she was calling because, you know, the note that [PII], put in the system saying that she was going to call back with that information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So she's coming back with that information.
[CUSTOMER][NEUTRAL] Because I was like hang on if she.
[CUSTOMER][NEUTRAL] Like I already did. I do not have that.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I do not have that. All I have are bills, OK, so she's just calling with their addresses.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK, so let me write down their names and then you can send her over and I'll make a note and send something to [PII].
[AGENT][NEUTRAL] OK dokey. OK. Um, so here she comes. I'm gonna put her in now, OK. Oh, and the callback number is the same one in the system, OK? You're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] Thank you for holding and being patient for you, Ms. [PII]. I got Miss [PII] on the line and she's gonna assist you from here.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hey Miss [PII], how are you? I'm fine [PII] how are you doing?
[CUSTOMER][NEUTRAL] I'm doing well, um, so soul was saying that you were calling because you had the addresses for um [PII] and [PII] that you were gonna provide, is that correct? Yes ma'am, so you just let me know when you're ready.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK, for [PII], it's [PII] and her address is [PII].