AccountId: 011433970860
ContactId: 33dcdb82-330c-4140-8e62-7fd5ba631608
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295589 ms
Total Talk Time (AGENT): 79858 ms
Total Talk Time (CUSTOMER): 111208 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/33dcdb82-330c-4140-8e62-7fd5ba631608_20250327T15:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, how are you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm great, thanks for asking. What was your name? I didn't hear you. Did you say it was this [PII]?
[AGENT][NEUTRAL] Yes, uh huh.
[CUSTOMER][POSITIVE] [PII], I always get you every time I call you. How are you doing today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I always calling you with this stuff.
[CUSTOMER][NEGATIVE] I want to bother somebody else sometimes.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEGATIVE] Well, I called you because I'm processing the claim and it's not, it's not allowing me to move forward. It keeps telling me to contact um.
[CUSTOMER][NEGATIVE] It's, it's telling me to review all benefits which I didn't get.
[CUSTOMER][NEUTRAL] And then it saying contact the appropriate supervisor or manager of customer service.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. What's the policy number?
[CUSTOMER][NEUTRAL] It's 243-072-5.
[CUSTOMER][NEUTRAL] For part 4.
[CUSTOMER][NEUTRAL] And the policy is terminated, but it didn't terminate until [PII].
[CUSTOMER][NEUTRAL] And my date of service is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's
[AGENT][NEUTRAL] Oh, I see.
[AGENT][NEGATIVE] Well, no.
[AGENT][NEUTRAL] It changed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it shows it all the benefits from [PII] and PIBFT.
[AGENT][NEUTRAL] And NPIBAT as well.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Everything looks fine.
[CUSTOMER][NEGATIVE] But it's not giving me hell.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Let me make sure.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Yes, family coverage.
[AGENT][NEUTRAL] On everything?
[AGENT][NEUTRAL] Which benefit is it that you're you're pulling on?
[CUSTOMER][NEUTRAL] Um, outpatient.
[AGENT][NEUTRAL] On the OPPCD.
[AGENT][NEUTRAL] Has it changed and
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me make sure that is right.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] I can get my screens to work.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know she will be OK, you know.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] An outpatient
[CUSTOMER][NEUTRAL] So, outpatient say.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 650.
[CUSTOMER][NEUTRAL] So let me see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK I can pull up any benefits in here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's the thing, it's not when I um on the C C BFT screen, when I go to it and I choose outpatient, it just says from [PII].
[CUSTOMER][NEUTRAL] That's weird. I've never done anything like it.
[CUSTOMER][NEUTRAL] Let me take out take stuff.
[AGENT][NEUTRAL] And you're using the OP.
[AGENT][NEUTRAL] PCD and not the OPPD or?
[AGENT][NEGATIVE] Because I think it was issued with the wrong benefit.
[CUSTOMER][NEUTRAL] So, on the.
[AGENT][NEUTRAL] OPCY was wrong, so they took it out and put the OPPCD in. You're, you're clicking on that one, right?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Oh, per calendar day.
[CUSTOMER][NEUTRAL] This one says 11:23.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 11:23.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, see I be bothering you for no reason, remember.
[AGENT][NEUTRAL] You don't bother me.
[AGENT][POSITIVE] You're perfectly fine.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. You have a good day.
[CUSTOMER][NEUTRAL] You do the same. Goodbye.
[AGENT][NEUTRAL] All right. OK.