AccountId: 011433970860
ContactId: 0fa6bd9d-9044-4f03-ab5e-20bbc758244e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 480679 ms
Total Talk Time (AGENT): 155965 ms
Total Talk Time (CUSTOMER): 276489 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/0fa6bd9d-9044-4f03-ab5e-20bbc758244e_20250211T17:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] I love it. That was so fast. I love that. wow, that was.
[AGENT][NEUTRAL] Hey [PII], how are you doing?
[CUSTOMER][POSITIVE] Hey good how are you?
[AGENT][POSITIVE] I'm doing good.
[CUSTOMER][NEUTRAL] I don't know if that's a good thing that you remember my my my name or the voice that's I don't know if that's good or bad.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I remember your voice because we talked so much.
[CUSTOMER][NEUTRAL] Oh boy.
[CUSTOMER][NEUTRAL] I don't know I don't know it's a good thing or bad thing.
[AGENT][POSITIVE] That just means you're doing your job, you're doing your job by calling.
[CUSTOMER][POSITIVE] I, I try my best actually it's so nice. I, I have to tell you yesterday I was helping out a patient and everything and she said I wanna write you a, I wanna actually I wanna write you a review online. I'm like, wow me, OK.
[AGENT][POSITIVE] Oh wow. How nice.
[CUSTOMER][NEUTRAL] So I was like I, I'm like I was like OK I'm like let me ask who were you, how you do that? I asked, so they told me so I'm like, you know what, today is my day to tell my manager all about what the lady said about me. There you go.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Yes, that is awesome. It's awesome when you get good reviews and you've got somebody that just takes the extra step to um let people know that you go above and beyond. That's good customer service. Yeah, we ought to feel proud.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, I want, you know, and I want my.
[CUSTOMER][POSITIVE] I was, I felt, I was like, oh my goodness, I want my manager to at least and my supervisor to at least know that, you know, that a patient said that and you know she did she's like, Oh, you deserve it, right? You deserve it, uh, to be promoted and you should run this place. I'm like, oh boy.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] You tell her I, I just wanted, I just wanted a kudos on the back. I didn't want to have to run the place.
[CUSTOMER][POSITIVE] Uh, you know, I'm like I can't tell my manager that one, no, but I could, I, I can tell her though. I can at least tell her that she, she said, you know, that I, you know, that she appreciates, you know, going me going up and beyond, and she's like, she, I can at least I can at least tell her that she said I deserve to to be promoted. I can tell her that.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah. Yes, yes, you do need to tell her that. Maybe it'll put a bug in her ear.
[AGENT][POSITIVE] Well, how can I help you today?
[CUSTOMER][NEUTRAL] You bye.
[CUSTOMER][POSITIVE] Oh it's too funny. I'm like, why to share I'm like, oh, let me share. OK, I.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII], I'm calling for um the eligibility for the for a member.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright [PII], can you give me your callback number?
[CUSTOMER][NEUTRAL] Do you
[CUSTOMER][NEUTRAL] Yes, OK, let me go ahead. [PII].
[AGENT][NEUTRAL] OK and then what is the member's name?
[CUSTOMER][NEUTRAL] OK, member's name is gonna be.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, where did, where did, where did he go? OK, her name is [PII] 223-1989.
[AGENT][NEUTRAL] OK, and then what is the member's um phone number?
[CUSTOMER][NEUTRAL] OK, her phone number is gonna let me see, OK we go back to her information. Her phone number is gonna be, let's see.
[CUSTOMER][NEUTRAL] Uh, her cell phone number?
[AGENT][NEUTRAL] Uh, actually
[CUSTOMER][NEUTRAL] It says [PII] her policy number OK I thought I'm sorry, I thought I heard I heard phone number. I'm like what phone number OK.
[AGENT][NEUTRAL] Her policy number. I'm sorry.
[CUSTOMER][NEUTRAL] 01482796 ML 7
[AGENT][NEUTRAL] OK, and then [PII] which provider's office are you calling from?
[CUSTOMER][NEUTRAL] South Miami Hospital here in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me look her up real quick.
[CUSTOMER][POSITIVE] Thanks, thank you so much.
[AGENT][POSITIVE] You're welcome. You're welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] OK, is she, is she, is she the subscriber or her husband?
[AGENT][NEUTRAL] No, she's a dependent, a spousal dependent for her husband.
[CUSTOMER][NEUTRAL] OK, so she's, she's this, OK, her husband [PII] is the subscriber. So what is the, is the group name Daily Automotive LLC Tory or is it Bowman Automotive LLC?
[AGENT][NEUTRAL] It's Bowman Homestead.
[CUSTOMER][NEUTRAL] Woman Homestead Automotive.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Or Bowman Automotive, can I leave it as Bowman Automotive LLC?
[AGENT][NEUTRAL] It it says on our end Bowman Homestead, and the reason why we do that is because Bowman has so many different locations we have to separate them, um.
[CUSTOMER][NEUTRAL] OK. Is it Bumstead, Bowman, I cannot talk. Bowman Homestead Automotive?
[AGENT][NEUTRAL] We just have Bowman Homestead.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you want the employee number?
[CUSTOMER][NEUTRAL] Hold on one second. I was fixing that for their primary too because they put the wrong thing. They put, yeah, hold on one second. It says it's 23825. I'm sorry, 23835.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, let me go ahead and have your phone number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. We have
[CUSTOMER][NEUTRAL] Your address, um, yeah, we have your address.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Why see people put the wrong thing. OK.
[AGENT][NEUTRAL] Like
[CUSTOMER][NEUTRAL] [PII]ow they verify people it was so funny because the the the person on the phone, right, she was saying to how oh nobody cares anymore, the patient who wanna give nobody cares to help you.
[AGENT][NEGATIVE] Oh, that's sad that they feel that way.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, you know, nowadays people just do whatever.
[AGENT][NEUTRAL] Right, they just go through the motions.
[CUSTOMER][NEGATIVE] Yes, I don't like to do that. So the story is remind me it's [PII]
[AGENT][NEUTRAL] I don't either. And in fact.
[AGENT][POSITIVE] Yeah, [PII] and everybody on our team is the same way. Everybody on our team is the same way as you and I. They don't like to just go through the motions. They want people to feel like they're important and we care about them, you know.
[CUSTOMER][NEUTRAL] And you're saying?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] Yeah, unfortunately we have one on my team and I just I can't stand her.
[CUSTOMER][NEUTRAL] So I just try not to talk to her.
[CUSTOMER][NEGATIVE] You know she just does whatever or she she'll be complaining that I she has someone has more more patients to call than she has to call. Why is that? It's like just do your job. Come on.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You know what I'm saying?
[AGENT][NEUTRAL] Do your job and be nice to people and you might get more patience.
[CUSTOMER][NEGATIVE] Yeah, but that's just, it's just, it's just, it's just what it is, it's lazy.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You know, and, and she doesn't, she forgets to call patients back. She doesn't, she just does her work whatever, you know what I mean.
[AGENT][NEUTRAL] Yeah, I, I know, unfortunately that makes it hard when you have a negative Nancy in the group.
[CUSTOMER][NEUTRAL] Mhm and then he has to go back and fix the mistakes so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] But it was nice talking to you and hopefully we'll talk again soon.
[AGENT][NEUTRAL] I understand
[AGENT][POSITIVE] OK. All right. Well, you take care and have a good rest of your day.
[CUSTOMER][POSITIVE] Thanks we'll talk soon [PII].
[AGENT][POSITIVE] Thanks for calling APL this is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright bye for now.
[AGENT][NEUTRAL] Bye bye.