AccountId: 011433970860
ContactId: 4a62ca6e-7e4f-452d-a46a-dffb52908be2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 507440 ms
Total Talk Time (AGENT): 129704 ms
Total Talk Time (CUSTOMER): 78656 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/4a62ca6e-7e4f-452d-a46a-dffb52908be2_20250121T14:09_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I was calling to see if I could get some eligibility and benefits for a patient.
[AGENT][NEUTRAL] Uh, yes, ma'am. I can help you with that. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name's [PII], [PII].
[CUSTOMER][NEUTRAL] [PII]. I'm about ready to give you my cell number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Too early.
[AGENT][NEUTRAL] And [PII], what is the policy number you're calling on today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, it looks like it's 02584522.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] 226 89.
[AGENT][NEUTRAL] OK, let me get that policy number one more time.
[CUSTOMER][NEUTRAL] OK. It's 025.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 84522.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] OK, [PII] and the date of birth one more time.
[CUSTOMER][NEUTRAL] Uh, 226, I think it was.
[CUSTOMER][NEUTRAL] 89 or 90 I mean hang on let me I was going I was putting something in for him and.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Crap, come on, come on computer.
[CUSTOMER][NEUTRAL] OK, I gotta get out of it. Let me just get out of this cancel. Let me get back to that screen. It's 22689.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] For verifying the policy, let me get.
[AGENT][NEUTRAL] And you did say you were calling for benefits today?
[CUSTOMER][NEUTRAL] Yeah, eligibility and benefits.
[AGENT][NEUTRAL] Eligibility and benefits, OK.
[AGENT][NEUTRAL] Let's see, I do show that this policy has been effective since [PII]. It is still active. Uh, would you like a fax back of the benefits?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] OK, let me get that.
[AGENT][NEUTRAL] OK, let me get this updated.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, uh, could I get the fax number you want the benefits faxed to?
[CUSTOMER][NEUTRAL] OK, it's 828.
[CUSTOMER][NEUTRAL] 893
[CUSTOMER][NEUTRAL] 0012
[AGENT][NEUTRAL] OK, do you mind holding one moment? I'll get that pulled up and faxed over.
[CUSTOMER][NEUTRAL] No, that's fine. Go ahead.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] That's not right.
[AGENT][NEUTRAL] This thing's saying.
[AGENT][NEUTRAL] Ortho Max 250.
[AGENT][NEUTRAL] Calendar year amount left 500.
[AGENT][NEGATIVE] Now, see how I'm supposed to know that. No.
[AGENT][NEUTRAL] How do I know product D?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] F F.
[AGENT][NEUTRAL] Group universal trucking, you are dumb.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] P I BFT.
[AGENT][NEUTRAL] I am low. I don't say nothing about no M low.
[AGENT][POSITIVE] Oh my gosh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I, I don't know.
[AGENT][NEUTRAL] CL.
[AGENT][NEUTRAL] Oh, our history.
[AGENT][NEUTRAL] Alright, take CLBD4.
[AGENT][NEUTRAL] Let's see what this sign BD for.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] This ain't making no sense to me.
[AGENT][NEUTRAL] Uh,
[AGENT][POSITIVE] Oh my gosh.
[AGENT][POSITIVE] OK, [PII], thank you for holding. I apologize for the wait, uh, that the fax has been sent. You should receive it shortly.
[CUSTOMER][NEUTRAL] Oh, that's fine.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, you have a wonderful day. Thank you for calling APL.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][NEUTRAL] Mhm. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.