AccountId: 011433970860
ContactId: 6c7c1f9b-d3d1-43ca-a244-05f7efa49fbb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 457470 ms
Total Talk Time (AGENT): 171606 ms
Total Talk Time (CUSTOMER): 187723 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/6c7c1f9b-d3d1-43ca-a244-05f7efa49fbb_20250428T13:39_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi [PII], how are you? This is so good morning.
[AGENT][POSITIVE] Hey [PII], I'm good. How are you?
[CUSTOMER][POSITIVE] I'm good. I'm good. It's Monday.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, I have um a member on the line that she's calling to speak to [PII] [PII]'s not in. It looks like, uh, [PII] needed some addresses. I don't know if you can help her with this, um, but she speaks to, you know, she has to speak with [PII], but she's not in.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, no, [PII].
[AGENT][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] Her, what's her name? What's, um, I don't know how to say her last name.
[AGENT][NEUTRAL] Sorry, I thought, I thought you said [PII]?
[CUSTOMER][NEUTRAL] Oh, no, uh uh, yeah, yeah, yes, yes.
[AGENT][NEGATIVE] No. OK.
[AGENT][NEUTRAL] OK, what's that policy number?
[CUSTOMER][NEUTRAL] OK, the policy number is 727291.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so she submitted. I'm assuming we needed something and that's why.
[CUSTOMER][NEUTRAL] Yeah, I think so. I see the note from uh [PII] saying that she needed some addresses for some doctors and that the member was gonna call back, but I'm not sure exactly what, what she doing.
[AGENT][NEGATIVE] OK, let me, oh, that's not what I wanted to do.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me see what she's submitted.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll look at her notes too so I can understand what I'm looking for.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Was it on, was it an EOB note or is it just in the note screen?
[CUSTOMER][NEUTRAL] It was in the note screen.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I didn't pull the claim. I, yeah, I just went through the screen and see exactly why she was trying to call her because I see that she was out, so I'm like, mm, so let me see if it's something maybe somebody can help her with.
[CUSTOMER][NEUTRAL] If I didn't have no nose, probably I will not, I'll be like, uh, let me send her a message.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] When she comes back, because I have no idea, but yeah, but I see that note and I'm like, well, maybe somebody else can help her do that.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, let me, that's what I'm trying to determine. OK, refund refund per request dropped.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] from the policy.
[AGENT][NEUTRAL] Uh, stated she would gather addresses for [PII]. OK, so those are the children.
[AGENT][NEUTRAL] Because there's no beneficiary on file, so she needed.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] So um let me see, looks like we have bills on here too.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] But let me double check. I could be wrong.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, those are bills. That's what I thought. Let me scroll down. It's 20 pages, so.
[CUSTOMER][NEUTRAL] Oh, OK
[AGENT][POSITIVE] And it's almost all bills so far, so that's gonna be fun to sift through.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Oh yeah, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] I don't see any addresses on that one. OK, let me look at this one.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And I'm gonna go ahead and go back to her just a little bit just so she knows I'm still here, OK? Thank you.
[AGENT][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm back.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Did she say that she had already submitted them or she was going to?
[CUSTOMER][NEUTRAL] No, she said she was calling because, you know, the note that [PII] said, put in the system saying that she was gonna call back with that information.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she's coming back with that information.
[AGENT][NEUTRAL] Because I was like, hang on, if she.
[AGENT][NEUTRAL] Like I already did. I do not have that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I do not have that. All I have are bills. OK, so she's just calling with their addresses.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, so let me write down their names and then you can send her over and I'll make a note and send something to [PII].
[CUSTOMER][NEUTRAL] OK dokey. OK, um, so here she comes. I'm gonna put her in now, OK. Oh, and the callback number is the same one in the system, OK? You're welcome.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for you, Ms. [PII]. I got Miss [PII] on the line and she's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you. You're welcome have a good day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] Hey Ms. [PII], how are you?
[CUSTOMER][NEUTRAL] I'm fine, [PII]. How are you doing?
[AGENT][NEUTRAL] I'm doing well, um, so [PII] was saying that you were calling because you had the addresses for, um, [PII] and [PII] that you were gonna provide, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, so you just let me know when you're ready.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK, for [PII], it's [PII] and her address is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mississippi.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so that's [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm [PII], it's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And [PII]
[CUSTOMER][NEUTRAL] S T E W A R T, Mississippi.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, so that's [PII] and those are all separate words, right? [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and then that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] OK. All right. I will make a note of this and then pass it along to [PII] so she knows we have it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're so welcome have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too. All right, bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Uh huh bye.