AccountId: 011433970860
ContactId: 54379692-4f4e-4dfe-abf9-238ead95a1d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117839 ms
Total Talk Time (AGENT): 27942 ms
Total Talk Time (CUSTOMER): 64454 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/54379692-4f4e-4dfe-abf9-238ead95a1d3_20250213T19:24_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][POSITIVE] Hey [PII], it's [PII], heck of a nice guy and APL agent extraordinaire. How are you today?
[AGENT][NEUTRAL] Oh my gosh, twice in a month?
[CUSTOMER][NEUTRAL] I know ding ding ding. hold on, hold on. I do have I do have that. Hold on.
[AGENT][NEUTRAL] That's never happened.
[CUSTOMER][POSITIVE] I love it. You are owner. I should see one day you should see my Joe Rubin studio. So.
[CUSTOMER][NEUTRAL] Anyway, my best callback number [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm calling on policy number and tell me when you're ready.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] 24773 0 I'm sorry, 2473293.
[CUSTOMER][NEUTRAL] Her name's uh [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] All right, what you got today?
[CUSTOMER][NEUTRAL] Can you look in your crystal ball to see if um the provider's been paid for a birth that she gave on [PII] of this year, please?
[AGENT][NEUTRAL] Was this a claim that she submitted or they submitted?
[CUSTOMER][NEUTRAL] It should have been the claim that the provider submitted.
[AGENT][NEUTRAL] Don't see.
[CUSTOMER][NEUTRAL] Uh, university Hospital.
[AGENT][NEUTRAL] And she gave birth this year?
[CUSTOMER][NEUTRAL] Yeah, yeah, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, we don't have any claims for any of the dependents.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, yeah, and things happen, you know, when you're giving birth, you know, it's, uh, she thought she presented her card. I just wanted to call to make sure. I I'll let her know, thanks.
[AGENT][POSITIVE] Alright, thank you for calling APO have a good day.
[CUSTOMER][POSITIVE] All right, you take care. All right, bye-bye.
[AGENT][NEUTRAL] Bye.