AccountId: 011433970860
ContactId: 4ef5c7da-30b8-4827-8d16-fe9c70876260
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268230 ms
Total Talk Time (AGENT): 101787 ms
Total Talk Time (CUSTOMER): 109322 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/4ef5c7da-30b8-4827-8d16-fe9c70876260_20250226T14:06_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] Hey [PII], how you doing?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm great thanks for asking [PII]. This is [PII] in claims. I have a question. I'm processing a claim and it says I keep getting an error says policy issue process is not finished.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] That's probably because somebody ordered a policy to be put in on base or something like that and we have to eat it and that's when you get that error message. uh, what's that policy number?
[CUSTOMER][NEUTRAL] It's 215-273-5.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Uh, they corrected her spelling of her, her name.
[AGENT][NEUTRAL] Let me check. I can change that to an A. just let me know when you're finished with the claim, and I can change it back to an A when you get through.
[CUSTOMER][NEUTRAL] OK, so let me go ahead and process it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I'll let you know as soon as I'm done, [PII].
[AGENT][NEUTRAL] OK, and did it, did it work or?
[CUSTOMER][POSITIVE] OK, I'm gonna do it now.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me process that one. I got one more to process. Give me one minute.
[AGENT][NEUTRAL] Oh, OK. Mhm.
[CUSTOMER][NEUTRAL] How to make your face.
[CUSTOMER][NEUTRAL] I was like, it's too early for this early. I just got to work.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] But yeah, anytime you see that error message that's that's what it is, just call us and we can change it.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, come on, on base.
[CUSTOMER][NEUTRAL] You think that this stuff would have happened yes Monday. It's Wednesday.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] It's getting to where we got 5 Mondays in a week now instead of 1.
[CUSTOMER][NEUTRAL] Is it gonna
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I say I come from the ER before I start working at ATM and then the ER we call Mondays, Critical Mondays, cause anything can happen.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, I see that that's in every industry, every industry that is a critical Monday.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah. Which hospital did you work at?
[CUSTOMER][NEUTRAL] Saint Dominique.
[AGENT][NEUTRAL] Saint Dominic's, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so now let me process this loan based finally stop thinking.
[AGENT][NEUTRAL] My brother went to [PII]'s but it was years and years and years ago, so.
[CUSTOMER][NEUTRAL] For he worked there or he?
[AGENT][NEUTRAL] No, he
[AGENT][NEUTRAL] He had to go to the emergency room.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] The intensive care.
[CUSTOMER][NEUTRAL] Oh, did he come back home?
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] Oh, sorry to hear that.
[AGENT][NEUTRAL] Yeah, that's OK
[AGENT][NEUTRAL] It's been a long time. It just seems like yesterday though.
[CUSTOMER][NEUTRAL] It's a sibling.
[AGENT][NEUTRAL] Mhm, and then we were real close.
[CUSTOMER][NEUTRAL] Yeah, that's a siblings, so I can only imagine.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I had a cousin that was close to me and we were like best friends and I still be crying and it happened when I was [PII] old.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh no, I'm sorry.
[CUSTOMER][NEUTRAL] Some to hit her with a car.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEGATIVE] It's terrible.
[CUSTOMER][NEUTRAL] So I can only imagine your, your um pain.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, this one that's all right.
[AGENT][NEUTRAL] When we were growing up, everybody thought we were twins. We look just alike.
[CUSTOMER][NEUTRAL] Oh I look that much alike.
[AGENT][NEUTRAL] Uh-huh, and, uh, he was [PII] and 2 weeks younger than me, and we were the same size until.
[AGENT][NEUTRAL] He got his growth spurt.
[AGENT][NEUTRAL] And pass my way on past me.
[AGENT][NEUTRAL] But until we were in their [PII], we were the same size.
[CUSTOMER][NEUTRAL] OK, so now I'm done. I had to um.
[CUSTOMER][NEUTRAL] Can the other claim, but I'm done now. Thank you, [PII].
[AGENT][POSITIVE] All right, thank you. Have a good day. Mm bye.
[CUSTOMER][POSITIVE] Have a good day. Thank you. Bye.