AccountId: 011433970860
ContactId: 5547824f-5d1e-4891-bab1-fd1c7dfba765
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123419 ms
Total Talk Time (AGENT): 15388 ms
Total Talk Time (CUSTOMER): 86862 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/5547824f-5d1e-4891-bab1-fd1c7dfba765_20250320T17:47_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII], APL agent extraordinaire. How are you today?
[AGENT][POSITIVE] Good. Long time, [PII].
[CUSTOMER][POSITIVE] Yeah, yeah, well I keep out of trouble and you guys are almost like the best passive income, you know, once it's implemented, I don't have to do much. I'm, I'm thankful for that.
[CUSTOMER][NEUTRAL] But I do have um of course the the principal of a of a school that went into urgent care, so let's start. My best callback number is [PII].
[CUSTOMER][NEUTRAL] And tell me when you're ready for the policy number.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] It's 258-0009.
[CUSTOMER][POSITIVE] His name is Principal. Oh, he's got to put that in because he deserves it, [PII].
[CUSTOMER][NEUTRAL] And his date of birth
[CUSTOMER][NEUTRAL] You ready?
[AGENT][POSITIVE] Oh, I'm ready. I was, I thought you were looking for it. I'm sorry.
[CUSTOMER][NEUTRAL] OK, no, I heard you typing uh [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you know he thinks I'm connected to your computer and Big Brother's connected to everyone but he just sent me a note saying he was in the uh.
[CUSTOMER][NEUTRAL] Let me just get to his email.
[CUSTOMER][NEUTRAL] Hey [PII], I wanted to give you a heads up. Last week I was in urgent care, needed to go to the urgent care facility. Both facilities told me they had to pay my copay because they couldn't immediately accept my verify my uh card. So do you see anything with MD now from last week being processed or Miami Shores urgent care being processed?
[AGENT][NEUTRAL] Um, we don't have any claims on file for him.
[CUSTOMER][NEUTRAL] We don't have any
[CUSTOMER][NEUTRAL] OK, uh it might be too early, so yeah, he says on [PII]. OK, alright, I'll let him know. Alright, thanks.
[AGENT][POSITIVE] No. Thank you. You have a good day, [PII].
[CUSTOMER][POSITIVE] Alright you too thanks bye.
[AGENT][NEUTRAL] Mhm. Bye bye.