AccountId: 011433970860
ContactId: 3974217f-cf2f-4358-8da1-1b648118e671
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345109 ms
Total Talk Time (AGENT): 137994 ms
Total Talk Time (CUSTOMER): 81227 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/3974217f-cf2f-4358-8da1-1b648118e671_20250115T15:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey [PII], good morning. How you doing?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] I'm fine. Yes, ma'am. I was calling, um, I have my son's insurance card, but he recently just went to a new doctor, um, under you all, but I can't find the doctor's information to call to book his appointment. Are you able to um provide me with the doctor's name?
[AGENT][NEUTRAL] Wait a minute, you need the name that your son, the name of the doctor your son last saw?
[CUSTOMER][NEUTRAL] Yes, ma'am. This primary care doctor. It's not on the insurance card.
[AGENT][NEUTRAL] OK, um, I can see if a claim has been filed and see who's on the claim.
[CUSTOMER][POSITIVE] OK. I appreciate that.
[AGENT][NEUTRAL] OK. You're welcome. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, my name is [PII], and telephone number is [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. May I have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 01288297.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] But um the policy is actually under my son's dad name. Do you need his number, his name?
[AGENT][NEUTRAL] Um, well, hold on one second, let me see how it comes up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, um, what is the dad's first and last name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, so there's two things, um,
[AGENT][NEUTRAL] Hm, how can I do this?
[AGENT][NEUTRAL] OK, so there's two things. I can't give any specific because it's just Mr. [PII] and your son on the policy, um,
[AGENT][NEUTRAL] If he, if Mr. [PII] is available, I can get permission from him to speak with you on his behalf. If not, um, is there a way that he can call us and we, because we're gonna have to look through the claims to see.
[AGENT][NEUTRAL] If there was a claim filed to try to get that name for you.
[AGENT][NEUTRAL] So it's not something I can just, you know.
[CUSTOMER][NEUTRAL] OK, may I hear.
[CUSTOMER][POSITIVE] He called yesterday and filled out a form um for you all to be able to call.
[AGENT][NEUTRAL] OK, he, he did. OK, good. Did he, he, do you know if it was sent back?
[CUSTOMER][NEUTRAL] This family should have been. He said I was OK to call and talk to you all yesterday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check the emails and see if it's been received. If so, I can um just forward it over and go ahead and speak with you. Um, hold on one moment, OK?
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh [PII], let's see. I'm gonna try.
[AGENT][NEUTRAL] Is this stuff in here from Wednesday afternoon.
[AGENT][NEUTRAL] Let me mind my business. I'm not in emails no more. Hm.
[AGENT][NEUTRAL] Um, I'm only looking for one thing, that ain't my business, uh.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I don't see that.
[AGENT][NEUTRAL] Oh man, mister.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am, I'm here.
[AGENT][POSITIVE] All right, thank you so much for holding. I apologize for that wait. Um, I looked through the emails, but I don't see anything. Um, either if he can give us a call to get the information or I can, um, I'm the only [PII] here if he wants to call and ask for me, I'll be more than happy to help.
[CUSTOMER][NEUTRAL] OK. Um, what's the name?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK. You can have him call this number back and ask.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] He can if you like, anybody can help him, but if he would like to ask for me, I'm the only one here.
[CUSTOMER][POSITIVE] OK. All right. Thank you.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] All right, you too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Yeah.