AccountId: 011433970860
ContactId: 4faa901a-6302-4908-8f3f-467361cd8ecc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 436549 ms
Total Talk Time (AGENT): 121489 ms
Total Talk Time (CUSTOMER): 71663 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/4faa901a-6302-4908-8f3f-467361cd8ecc_20250324T14:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I needed to find out um how many appointments every so many years I have for um a doctor.
[AGENT][NEUTRAL] All right. Um, all right.
[CUSTOMER][NEUTRAL] I don't know if I worded that right. I need to get, I need to, I'm joined with a female doctor and I think it's every 3 to 5 depending on the insurance, and I don't know what you guys do, so.
[AGENT][NEUTRAL] OK, all right. I got it, miss. May I have your name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, Ms. [PII], and what is a good call back number in case our call gets disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you very much. And what is your policy number?
[CUSTOMER][NEUTRAL] Um, hold on, I'm sorry, it just got emailed to me, so I need to look it up.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's the policy certificate number.
[AGENT][NEUTRAL] Yes, it will be the same one.
[CUSTOMER][NEUTRAL] 02467098
[AGENT][NEUTRAL] 02460.
[AGENT][NEUTRAL] 8
[CUSTOMER][NEUTRAL] 02467098
[AGENT][NEUTRAL] I'm sorry, the system is being a little slow.
[CUSTOMER][POSITIVE] No, you're good. I wanna make sure.
[AGENT][NEUTRAL] System is a little slow and it's not plugging in my numbers in the order. OK. 02.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] 46
[AGENT][NEUTRAL] 3246.
[CUSTOMER][NEUTRAL] 7098
[AGENT][NEUTRAL] 9 alright I got it.
[AGENT][NEUTRAL] All right, Ms. [PII], I was able to pull up your policy and just for verification steps, can you tell me your date of birth and address, please?
[CUSTOMER][NEUTRAL] [PII] address is [PII].
[AGENT][NEUTRAL] All right, thank you very much. And since um I really don't handle much of uh the benefits and what it covers and for not for your policy, I will go ahead and transfer you to the benefits department um with the hospital indemnity policy that you have, and they will go ahead and provide you with those details. I will go ahead and provide your policy number and everything so you don't have to repeat yourself, all right?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Appreciate it thank you so much.
[AGENT][POSITIVE] You're welcome. I hope you have a nice day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEGATIVE] Deferring.
[AGENT][NEUTRAL] Hello, Ms. [PII], are you still there?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] I apologize for the wait. I have been trying to reach out to um the specific department and I'm not sure if they are having some issues with the phones. Um, is there um a time that we can call you back with the information that you requested?
[CUSTOMER][NEUTRAL] Uh, yeah, you guys can just call me back and I'll step outside of work if you guys call.
[AGENT][POSITIVE] All right. Yeah, alright. I already got your callback number. OK. Anytime will be OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right. Well, I apologize for that long wait. Um, I will try to get in contact, direct contact with someone, um, so they can get you a call back as soon as possible, right?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.