AccountId: 011433970860
ContactId: 29fe37fc-6a33-427a-ae7b-9aad03179283
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119699 ms
Total Talk Time (AGENT): 20518 ms
Total Talk Time (CUSTOMER): 70641 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/29fe37fc-6a33-427a-ae7b-9aad03179283_20250619T15:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] from NAS. Is there something, someone in claim that can help me?
[AGENT][NEUTRAL] Um, I can try to help you. Um, is it regarding a claim status or?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Well, I need verification of coverage and um I need to speak to somebody that can reach out to the provider.
[AGENT][NEUTRAL] OK. Um, are you?
[CUSTOMER][NEUTRAL] 1st, 1st, 1st, can you verify coverage for me because the, the OSC isn't cooperating with me at this moment.
[AGENT][NEUTRAL] Uh, yes. Um, do you have the policy number for the patient?
[AGENT][NEUTRAL] Remember?
[CUSTOMER][NEGATIVE] Unfortunately I don't because the OSC isn't working so um oh my God, hold on a second.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Laing
[CUSTOMER][NEUTRAL] Hold on a second, sorry.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I have to ask for the code again. It just kind of freezes. OK, so the person's name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And she's with Rareon, R A I R C O N Corporation.
[AGENT][NEUTRAL] Um, do you have the group number?
[CUSTOMER][POSITIVE] Hold on, let me see if I can at least get that part for you.
[CUSTOMER][NEUTRAL] Oh, Jesus.
[CUSTOMER][NEGATIVE] I give up I give up, um, no, I don't have a group number for you unfortunately I can't get into your system.
[AGENT][NEUTRAL] And and you're with the which.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm with National Agency Solutions.
[AGENT][NEUTRAL] OK, the broker?
[CUSTOMER][NEUTRAL] No, we are, we have a whole, a whole host of brokers.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You know what? Never mind. Thank you. I appreciate it.