AccountId: 011433970860
ContactId: 22b51dfe-6c03-44e8-bf7d-1d5e3852bb07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246869 ms
Total Talk Time (AGENT): 11481 ms
Total Talk Time (CUSTOMER): 78689 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/22b51dfe-6c03-44e8-bf7d-1d5e3852bb07_20250107T22:32_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. And uh I have a bunch of questions for you. Hopefully, it'll be an easy answer. OK. So, my husband is [PII], and he's got insurance through you guys, the APL Harrington, and I had a bunch of procedures done, uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On my mouth. And I have Medicare.
[CUSTOMER][NEUTRAL] So anything other, you know, if you have dental through another company, they have, you have to pay first, then Medicare takes care of whatever is left.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know what I'm saying? And so, I have Medicare.
[CUSTOMER][NEUTRAL] And I just need the, oh, do you need my policy number, my group number?
[AGENT][NEUTRAL] Uh, policy number would be great. Um, first though, if you don't mind, if I can.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And what else do you need?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] Please don't hang up on me.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Is she just gonna
[CUSTOMER][NEUTRAL] That's still connected.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] 14, OK.
[CUSTOMER][NEUTRAL] Oh hello.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] And hopefully I won't be on eternal.