AccountId: 011433970860
ContactId: 42780e35-2c55-4988-919d-a7358fdaf0d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251279 ms
Total Talk Time (AGENT): 98740 ms
Total Talk Time (CUSTOMER): 97008 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/2025/05/22/42780e35-2c55-4988-919d-a7358fdaf0d0_20250522T15:20_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Yeah, good morning. I have my husband, um, at the phone. Um, do you have anyone that speaks Spanish or?
[AGENT][POSITIVE] Good morning
[AGENT][NEUTRAL] Um, I can see if I.
[CUSTOMER][NEUTRAL] And it's OK if I'm translating for him.
[AGENT][NEUTRAL] I can see if we have someone. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] And your name is? I'm sorry.
[CUSTOMER][NEUTRAL] [PII], his name is [PII].
[AGENT][NEUTRAL] OK. And do you have a
[AGENT][NEUTRAL] Policy numbers in regards to?
[CUSTOMER][NEUTRAL] No, that's why, um, he want me to help because he is, he was paying, he had the medical coverage through his job.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] But he's still paying, but the um medical is not active.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He went to, to do a procedure and then they said that he don't have medical cover coverage, but he is paying monthly and we just want to know what we need to do and what's going on with the situation.
[AGENT][NEUTRAL] OK. Yes, ma'am. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm. You are on hold.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, so I was in a meeting.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. Um, I have an insured and his wife on the phone and
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] They're needing someone to speak Spanish.
[CUSTOMER][NEUTRAL] Well, I can do that. Did you get any information?
[AGENT][NEUTRAL] Oh, they gave me because apparently they didn't have a policy number is the insured's name and it's [PII].
[CUSTOMER][NEUTRAL] No telling how many martinuses we have with [PII].
[AGENT][NEUTRAL] Mhm. Right. And, um,
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] They were saying that they were, uh had a, he had medical, she said that he had medical service done, but it was uh the provider told them that they didn't have any insurance and he was paying, so they want to know um why or what their next option would be.
[CUSTOMER][NEUTRAL] Do you know if they're in [PII]?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you find a Hyman?
[CUSTOMER][NEUTRAL] I found the
[CUSTOMER][NEUTRAL] I found a [PII] Martinez with the HI policy.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Is it turned?
[CUSTOMER][NEUTRAL] In [PII]. I don't know if that's.
[AGENT][NEUTRAL] Does it show it term?
[CUSTOMER][NEUTRAL] No, it's well 323.
[AGENT][NEUTRAL] Huh.
[AGENT][NEUTRAL] It could be them.
[CUSTOMER][NEUTRAL] Well, let me see what I can do with them. I will see if that's them.
[AGENT][POSITIVE] Hopefully. Well, alright, well, I appreciate you. Thank you so much.
[CUSTOMER][POSITIVE] My pleasure, [PII]. Thank you and happy Memorial Day weekend.
[AGENT][MIXED] Yay, and I was, I was gonna ask, but I'm glad I didn't, because I look stupid. I was gonna say, do we have to come to work? I've been the only one here working.
[AGENT][NEUTRAL] Wonder where everyone else was.
[CUSTOMER][NEGATIVE] Girl, I ain't coming.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You'd be having a solo party.
[AGENT][NEGATIVE] Yeah, and that would not be fine.
[AGENT][NEGATIVE] At all.
[CUSTOMER][NEGATIVE] No, it would not.
[AGENT][POSITIVE] All right, [PII]. Thank you so much.
[CUSTOMER][NEGATIVE] Not at all.
[CUSTOMER][POSITIVE] Thank you, [PII]. Take care.
[AGENT][NEUTRAL] Uh-huh.