AccountId: 011433970860
ContactId: 6064c2ea-e9fb-4db4-bd66-f9ea159d08c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126279 ms
Total Talk Time (AGENT): 37885 ms
Total Talk Time (CUSTOMER): 68362 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/6064c2ea-e9fb-4db4-bd66-f9ea159d08c3_20250211T20:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII].
[CUSTOMER][NEUTRAL] And I am calling on behalf of my aunt, [PII].
[CUSTOMER][NEGATIVE] First of all, what kind of insurance is this? They're they're taking it out of her account every month.
[CUSTOMER][NEUTRAL] And is this like a supplemental insurance for Medicare?
[AGENT][NEUTRAL] Well, first, actually, um, I would need to pull up her policy information.
[AGENT][NEUTRAL] Um, I.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is she available to give you permission to speak for her?
[CUSTOMER][NEGATIVE] No, but I do have the power of attorney over her. She is in the hospital right now. She fell and broke her hip up and we're having to, I, I could not find any cards other than her Medicaid care card.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she, she also has dementia so she can't, she can't remember.
[AGENT][NEUTRAL] Yes, ma'am, I understand, but we actually need that information on file in order to um
[AGENT][NEUTRAL] Speak with you, speak with someone other than her.
[CUSTOMER][NEGATIVE] But you are, I mean, she's, I'm not with her right now.
[CUSTOMER][NEUTRAL] But can you just answer this general question, is this supplemental insurance?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For Medicare.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Well, we have several different policies. So um I would need to look up her particular policy to to let you know what type of coverage she has with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So if I, if I gave your number to the medical people.
[CUSTOMER][NEUTRAL] They could call you and get the information.
[AGENT][NEUTRAL] Yes, ma'am, they could. The provider can call and get that information.
[CUSTOMER][POSITIVE] OK, alright, I'll have them do that then thank you.
[AGENT][POSITIVE] Mm thank you for calling A