AccountId: 011433970860
ContactId: 3002fba6-323d-49f1-920f-d557c2dd6179
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141509 ms
Total Talk Time (AGENT): 30202 ms
Total Talk Time (CUSTOMER): 98210 ms
Interruptions: 3
Overall Sentiment: AGENT=2.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/3002fba6-323d-49f1-920f-d557c2dd6179_20250210T14:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] [PII], hey, good morning, it's [PII]. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Uh, slammed, it's, it's the Monday after, you know, the Super Bowl, so I'm getting calls like crazy. Um, here's my best callback number it's [PII].
[AGENT][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, sir. And how can I help you?
[CUSTOMER][NEUTRAL] [PII], let me give you a policy number and tell me when you're ready.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] 247
[CUSTOMER][NEUTRAL] 352 1.
[CUSTOMER][NEUTRAL] The guy, the guy's name sounds better after a couple of beers. I don't know what it is. It's [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And uh his date of birth, what do you want me to say? his date of birth is [PII].
[AGENT][NEUTRAL] OK. Yes, sir. I have it pulled up.
[CUSTOMER][NEUTRAL] All right, so you know, just like a typical CFO, uh, he doesn't read the, uh, that his claims are pending, not predicated on the diagnosis code, so I got the diagnosis codes from him or for him and um he's, you know, he's calling me on a Saturday because he's checking the OSC where everything was posted on Friday in process but during the weekend it unposted for some reason so you know you guys are closed on on the weekends just like I am but do you have anything?
[CUSTOMER][NEUTRAL] Um, any, any type of report on his diagnose or on his treatment date for [PII] of last year.
[CUSTOMER][NEUTRAL] Like, uh, is it still pending or is the claim been paid?
[AGENT][NEUTRAL] And see.
[AGENT][NEUTRAL] One moment. [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You know they think we're all tied into the same computer system and we're not.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Actually, I'm showing that it's still pending. They're still working on it, but it is in line to be paid.
[CUSTOMER][NEUTRAL] I'm showing that it's still pending they're still working.
[CUSTOMER][POSITIVE] OK, alright, I'll call back. Thanks, honey thanks [PII].
[AGENT][POSITIVE] OK. No problem. I thank you for calling ATL. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Alright bye thanks alright thank you. No, just if you could make one more of me, I need one today you take it easy, OK? Thanks. Alright, gotta run alright bye.
[AGENT][POSITIVE] Oh wow. OK, you do the same. Bye.