AccountId: 011433970860
ContactId: 0cf9c49e-453b-4e30-a0ec-4368fa2786e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 400079 ms
Total Talk Time (AGENT): 147234 ms
Total Talk Time (CUSTOMER): 109702 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/0cf9c49e-453b-4e30-a0ec-4368fa2786e3_20250113T19:51_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APO this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from Georgetown Community Hospital.
[AGENT][NEUTRAL] OK, Ms. [PII], how can I help you?
[CUSTOMER][NEUTRAL] Oh, OK, I just wanna make sure you were able to hear me first because I got hung up on price, um.
[AGENT][NEUTRAL] Oh yeah, sorry. Oh no, by our company.
[CUSTOMER][NEUTRAL] Uh, I'm calling to get an update on a claim status.
[AGENT][NEGATIVE] OK, and [PII], you got hung you got hung up on by our company.
[CUSTOMER][NEUTRAL] Say that again.
[CUSTOMER][NEUTRAL] Yeah, like I'm trying to get through, like the person said they couldn't hear me and I got hung up on, so I was just like, oh.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] Oh goodness. I'm so sorry. I do apologize. Um, hopefully, this
[CUSTOMER][NEUTRAL] Oh, no, you're fine.
[AGENT][POSITIVE] Hopefully this call goes smoothly and the phone doesn't disconnect or anything like that. Um, I do apologize.
[AGENT][NEUTRAL] Um, [PII], can I get a good callback number?
[CUSTOMER][NEUTRAL] Uh, yeah, the phone number is [PII].
[AGENT][NEUTRAL] OK, and am I saying your name correctly?
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] [PII], I'm saying [PII]. Oh my goodness.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, it is, girl, it's a Monday, it's OK.
[AGENT][NEUTRAL] I am, I'm telling you what, I am all over the place and let me tell you, I've been watching The Walking Dead, so Ma show is on, her name is in that show, so I guess I'm just, I, I guess you've seen that show too, so I guess I'm just, I guess I'm in that show apparently. I don't even know, so I'm, I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII], did I get the policy number? It is a so Monday.
[CUSTOMER][POSITIVE] No, you're totally fine, girl. I get it.
[AGENT][NEUTRAL] Can I get the policy number, [PII]?
[CUSTOMER][NEUTRAL] Yeah it is I have D as in David 47669251.
[AGENT][NEUTRAL] OK, unfortunately, that is not going to be our policy number, [PII]. Uh, if you look at the front of the insurance card, it's gonna say, uh, policy certificate number. Do you have that?
[CUSTOMER][NEUTRAL] No, I don't even have a copy of the insurance card.
[AGENT][NEUTRAL] Oh goodness. OK. What about the social, do you have that?
[CUSTOMER][NEUTRAL] Um, let me check, hold on one second.
[CUSTOMER][NEGATIVE] Uh, nope, I have a bunch of zeros. Uh, this is gonna suck, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh goodness, what about the last name?
[CUSTOMER][NEUTRAL] Um, the last name I do have. I can, I think it's two last names, but I'm gonna give you the first one. It's [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, let's stop there let's try this one. What is the first name?
[CUSTOMER][NEUTRAL] I'm gonna go ahead and spell it for you because I'm gonna butcher it. It's [PII].
[AGENT][NEUTRAL] OK, let me write this down because it's gonna make me start a labor whenever I hit enter, um.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Oh my goodness, alright, hold on.
[AGENT][NEUTRAL] Bear with me for just a minute.
[CUSTOMER][NEUTRAL] Uh, you're fine.
[AGENT][NEGATIVE] Um, let's see here. I cannot pull up this member for nothing.
[CUSTOMER][NEUTRAL] OK, and I'm sorry, what was your name again?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It's [PII], and that's actually gonna be the.
[AGENT][NEUTRAL] Call reference number, uh, what was the other part of the last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] [PII] OK, let's see here.
[AGENT][NEUTRAL] I'm still trying.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, you right?
[AGENT][NEUTRAL] Yo.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Why is [PII] on the roof? Where's his umbrella?
[CUSTOMER][NEUTRAL] He
[AGENT][NEUTRAL] OK, so [PII].
[CUSTOMER][NEUTRAL] Why isn't him, why he didn't stay at the school?
[CUSTOMER][NEUTRAL] I'm sorry, hold on.
[CUSTOMER][NEUTRAL] I am so sorry. My daughter just ran in the thing and started talking to me like I wasn't on the phone.
[AGENT][NEUTRAL] Oh goodness, my kids do that too all the time, so no worries. OK, unfortunately.
[CUSTOMER][NEUTRAL] OK, so you were saying the the.
[AGENT][NEGATIVE] I cannot find this number by first and last name and unfortunately that member ID that you gave me is not going to be one of our members, but the number that you dialed to get me.
[AGENT][NEUTRAL] Call that number back and press option 4 and hopefully IMA can help you but I just cannot locate that number.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, alright, that works.
[AGENT][NEUTRAL] OK. All right. Was there anything else that I can help you with?
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][POSITIVE] Uh, no, that's it. Thanks so much for all your help. Hope you have a wonderful rest of your week.
[AGENT][POSITIVE] Yes ma'am. Well, thank you for calling APL. You have a great day as well. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.