AccountId: 011433970860
ContactId: 1cc0aeb4-8db4-4ad5-9c3c-2631ef06e50f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233589 ms
Total Talk Time (AGENT): 66335 ms
Total Talk Time (CUSTOMER): 176130 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/1cc0aeb4-8db4-4ad5-9c3c-2631ef06e50f_20250328T13:18_UTC.wav
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[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK, I'm calling regarding a statement that was received and I'm trying to see what type of benefit this is. I have the uh policy number.
[CUSTOMER][NEUTRAL] What
[AGENT][POSITIVE] OK, um, sure, I can assist you.
[CUSTOMER][NEUTRAL] Not benefit, but what kind of
[AGENT][NEUTRAL] Policy.
[CUSTOMER][NEUTRAL] OK, the reference, do you need the policy number or the reference number?
[AGENT][NEUTRAL] Uh, let me have the policy number, and I also need your name and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] You see
[CUSTOMER][NEUTRAL] OK, it's 00602032.
[CUSTOMER][NEUTRAL] What the policy number?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Feeling shame and frustration and not feeling.
[CUSTOMER][NEUTRAL] Some of those symptoms of, of not feeling right and perimenopause, for example, what are we looking for? Yeah, let's talk about that because I, I think it's really, really important. I wanted to write uh how a menopause because we need a girlfriend guy to do it, right? I'm not a doctor. I'm a journalist, but if you look at some of these symptoms that start they4 to.
[AGENT][NEUTRAL] May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's regarding [PII]
[CUSTOMER][NEUTRAL] And that there are things to talk about talking about.
[AGENT][NEUTRAL] What's a callback number?
[CUSTOMER][NEUTRAL] OK, her call back number is [PII].
[CUSTOMER][NEUTRAL] Weight changes sleep sleep just so it's the in a body odor body odor change.
[CUSTOMER][NEUTRAL] But I, I'm calling from a different number. This is regarding her. She's in the hospital and I'm trying to, uh, I'm her sister and I'm trying to get her bills paid.
[AGENT][NEUTRAL] Sister, OK. I, I do understand. I, I, go ahead.
[CUSTOMER][NEUTRAL] And I don't know, I don't know.
[CUSTOMER][NEUTRAL] Say it again.
[AGENT][NEUTRAL] I just need your name so I can reference you by name.
[CUSTOMER][NEUTRAL] traveling along
[CUSTOMER][NEUTRAL] My name is [PII] cause I know she told me she was paying uh quarterly for Medicare, and I don't know if this is it or not.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I see it's due on the [PII].
[CUSTOMER][POSITIVE] And start either or late [PII] or early [PII] and go for quite a while and the stress management is so important in all of this. I mean, one of the big things that I would talk about is the fact that you wanna give yourself permission and know what's going on and have a plan, a plan, and that's why I wanna get out there and educate and teach as many women as possible so they know what to expect.
[CUSTOMER][NEUTRAL] That it's so important. Once you have that plan, it's just so simple to take a walk, a 30 minute walk, to have a walk and say like get up and walk away. You were feeling so well. irritability and rage can be two of the big symptoms during this time, it can be really, really frustrating, and then it would say remind yourself it's gonna be OK because it is. Hello?
[CUSTOMER][NEUTRAL] OK, how you doing?
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, so you just need to know what type of policy is this?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that's all I need to know cause I need to try to get the check written and mail off, you know, I don't know when she's gonna get out of the hospital.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Now, let me just a second.
[CUSTOMER][NEUTRAL] there.
[CUSTOMER][POSITIVE] That you have on the over with great special and menopausalvolution.
[AGENT][NEUTRAL] OK, what I can tell you is this is not her Medicare, so it is not the Medicare. Um, yeah, we have, um, yeah, we have many plans including, um, I cannot give you a specific because I don't see your name here, but we have many plans including dentals, we have cancer policies. We have a lot of different policies, so. And this is not her Medicare, no.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it's not Medicare.
[CUSTOMER][NEUTRAL] OK then, well, we'll just.
[CUSTOMER][POSITIVE] Just try to see about getting it paid then. Thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No, that's the only thing I, I, I was uh concerned about. Maybe she'll be able to tell me. I don't know. OK then, thank you. Bye bye.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right. Have a good day. You're welcome. Bye-bye.