AccountId: 011433970860
ContactId: 1b463c43-b446-49c2-b1ac-6978bf714d24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295859 ms
Total Talk Time (AGENT): 109306 ms
Total Talk Time (CUSTOMER): 131895 ms
Interruptions: 4
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/1b463c43-b446-49c2-b1ac-6978bf714d24_20250305T20:49_UTC.wav
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[AGENT][NEUTRAL] How may I assist you?
[CUSTOMER][NEUTRAL] Hey, it's [PII]. How are you?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I'm great, thanks for asking. How are you, [PII]?
[CUSTOMER][POSITIVE] Yeah, yeah, better than most. Hey, uh, call back number if you need it [PII].
[AGENT][POSITIVE] Thank you, [PII]. How can I assist you today?
[CUSTOMER][NEGATIVE] And tell me when you're ready for my stupid man question.
[CUSTOMER][NEUTRAL] Can you uh look uh to PRD 26055?
[CUSTOMER][NEGATIVE] It's called [PII] and I have a stupid man question again today.
[AGENT][NEUTRAL] So I can barely hear you. Could you repeat yourself again?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, I'm sorry, hold on.
[CUSTOMER][NEUTRAL] Is that better?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Alright, alright, I have a question about a group, so let me get the PRD again. Hold on.
[CUSTOMER][NEUTRAL] It's late in the day and my maybe my voice is going, hold on.
[CUSTOMER][NEUTRAL] Um, that would be [PII] just sent it over, shoot.
[AGENT][NEUTRAL] Do you have a policy number or is it just the whole group itself?
[CUSTOMER][NEUTRAL] It's, it's the whole group, um, did you get the PRD or you want me to give it to you?
[AGENT][NEUTRAL] Yeah, I didn't hear you.
[CUSTOMER][NEUTRAL] Oh, OK, hold on, I had it and then I sent it to you and then I erased the email. Just bear with me.
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEGATIVE] Oh my [PII], never using hold on Morgan.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] It's PRD 26055.
[CUSTOMER][NEUTRAL] It's called [PII].
[CUSTOMER][NEUTRAL] And the broker has a question that I help out on this group. They're asking if the EKG is done in a doctor's office, is it payable and um.
[CUSTOMER][NEUTRAL] They do have the out.
[AGENT][NEUTRAL] So is there a policy number because when I pull up the group it's it.
[CUSTOMER][NEUTRAL] OK, yeah, hold on.
[AGENT][NEUTRAL] Do they have a policy number like one that person's policy number or just one individual's policy number?
[CUSTOMER][NEUTRAL] Oh shoot.
[CUSTOMER][NEUTRAL] Uh, I, I don't, if they're the only broker I don't have, uh, they're the only broker I don't have privy to the OSC on. I would have to call them up. Alright, let me get that information up, OK.
[AGENT][NEUTRAL] RPR2.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hold on, let me see.
[CUSTOMER][NEUTRAL] Yeah I just don't have.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] 26055.
[CUSTOMER][NEUTRAL] Certain scenarios.
[AGENT][NEUTRAL] So let me see if I could pull up the group and then pull up a policy that way.
[AGENT][NEUTRAL] OK 2605.
[AGENT][NEUTRAL] When I pull this up, what is the name of the company is?
[CUSTOMER][NEUTRAL] Sutton, [PII].
[AGENT][NEUTRAL] So is this the group number the 26055 that you provided me with?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, that's what the group number is.
[CUSTOMER][NEUTRAL] 2 it's 20665.
[AGENT][NEUTRAL] gave me 2, it's 2.
[CUSTOMER][NEUTRAL] 0665.
[AGENT][NEUTRAL] I don't know what you gave me at first, but it definitely wasn't that, that group number, but there's no worries, we, we here.
[CUSTOMER][NEUTRAL] What you.
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[CUSTOMER][POSITIVE] It's all good we'll get through it.
[AGENT][POSITIVE] Mhm. We're here, we're not gonna die.
[AGENT][NEUTRAL] Um, now let me pull up the policy.
[AGENT][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] Oh, you know why? Because Morgan Webb gave me the wrong PRD, OK.
[AGENT][NEUTRAL] You're fine. We found it.
[CUSTOMER][NEUTRAL] Let's let's blame it on Morgan, OK.
[AGENT][NEUTRAL] OK, 2431061. OK, so you're calling because you want to verify if EKG is covered in outpatient facility or office visit.
[CUSTOMER][NEUTRAL] Yeah, uh, at an office, at an office.
[AGENT][NEUTRAL] So the member, so the policy, the group policy, they do have the treatment received in the office?
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] they do have the.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Covered under the policy. So it will be covered if it's, it, it will be covered under the treatment rider.
[CUSTOMER][POSITIVE] Got you, OK, yeah, OK, alright, that's I just wanted to make sure alright thank you so much.
[AGENT][NEUTRAL] And you did say your name was [PII], correct?
[CUSTOMER][NEUTRAL] Yeah, [PII], yeah.
[AGENT][POSITIVE] All [PII], [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, that'll do it. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a great day. Goodbye.
[CUSTOMER][POSITIVE] Alright be good bye.
[CUSTOMER][NEUTRAL] Alright