AccountId: 011433970860
ContactId: 172381ef-ea1b-48fc-b962-92db2da8da7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 418059 ms
Total Talk Time (AGENT): 75043 ms
Total Talk Time (CUSTOMER): 177800 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/172381ef-ea1b-48fc-b962-92db2da8da7b_20250227T14:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, good morning. Uh, my name is [PII]. I just spoke yesterday with [PII], um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, about the bill from the hospital.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But, um, uh, she said if I call today and ask for her, you guys, um, you guys can transfer me to her.
[CUSTOMER][NEUTRAL] That's what she said because I, I, I had to go all over, you know, and explain what happened, but she said that we can ask for her and she knows everything that.
[CUSTOMER][NEUTRAL] I don't know if you, you understand what I'm trying to say.
[AGENT][NEUTRAL] Um, yes, you, you need me to transfer you to Miss [PII]?
[CUSTOMER][POSITIVE] Yes, please, thank you.
[AGENT][NEUTRAL] And it's about a hospital bill. OK. And um Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][POSITIVE] Uh huh thank you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and do you have your policy number that I can provide to Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, I do, um.
[CUSTOMER][NEUTRAL] Is that 02?
[CUSTOMER][NEUTRAL] 08
[CUSTOMER][NEUTRAL] 82
[CUSTOMER][NEUTRAL] 41
[CUSTOMER][NEUTRAL] Name and.
[CUSTOMER][NEUTRAL] L as in no.
[CUSTOMER][NEUTRAL] And 7
[AGENT][NEUTRAL] And um one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Can you repeat that number one more time? I got too many numbers on that number.
[CUSTOMER][NEUTRAL] OK. 0208.
[CUSTOMER][NEUTRAL] 8241.
[CUSTOMER][NEUTRAL] M as in mom.
[CUSTOMER][NEUTRAL] L as in Lauda 7.
[AGENT][NEUTRAL] OK, thank you. And um let me verify your date of birth, mailing address and email address.
[CUSTOMER][NEUTRAL] OK, [PII]. My mail address is uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. OK, let me see if she's available. One moment.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I'm waiting for her response. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's me so. How are you?
[CUSTOMER][NEUTRAL] Hey, hey
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey, so, how are you doing?
[AGENT][POSITIVE] Hey, I'm good, I'm good. Um, well, I'm, I'm getting.
[AGENT][NEUTRAL] Um, I have a, a member on the line. Well, I have Ms. [PII] on the line, and she asked for you directly. Um that's fine. Uh-huh. And uh, I gave you the policy number. Yes, I did. I'm sorry. Uh, OK. Let me, let me put her in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] Oh, no, you're fine.
[AGENT][POSITIVE] Thank you for holding and being patient for Miss [PII]. I got Miss [PII] on the line.
[CUSTOMER][POSITIVE] Yeah, I understand. OK, thank you. Have a good day. Name is [PII].
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Hey, good morning. How are you doing?
[CUSTOMER][POSITIVE] I'm doing good how are you?
[CUSTOMER][NEUTRAL] I'm doing OK. Um, you remember me, uh, about, uh, from yesterday, right? Yes, of course I do. um, let me note I'm gonna finish noting this policy right quick and then I'll, um, pull up your policy and go ahead and give them a call, OK?
[CUSTOMER][NEUTRAL] OK, uh, um, I just want to let you know I'm on my way to my, my job, so I'll be there on time in 10 minutes, and I can speak at that time when I'm there, you know.
[CUSTOMER][NEUTRAL] Uh, there's any way like, uh, uh, I don't know, you call them and then I call you to see what they say or, or maybe tomorrow because I'm I'm, I'm, I'm close to my job, you know, I'm getting there.
[CUSTOMER][NEUTRAL] Do you, do you want me to.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You want me to just go ahead and give them a call and then if you have to, well.
[CUSTOMER][NEUTRAL] Uh, less, I don't know when is a better time for you to call them because they're the problem is you'll have to be on the phone because they're gonna ask you to verify and stuff since I'm a third party, so I kinda need you to be on the phone too, but once we do that, then you can.
[CUSTOMER][NEUTRAL] I don't know if they're gonna ask you questions. Is there a better time?
[CUSTOMER][NEUTRAL] Yeah, tomorrow I'm off.
[CUSTOMER][NEUTRAL] I don't know if it's a good day for like like we can do it, you know.
[CUSTOMER][POSITIVE] Well, if you wanna call me tomorrow morning, you can. I'm, I'm, I'll be here tomorrow, whatever works for you.