AccountId: 011433970860
ContactId: 71619481-b196-440b-ad52-996e955fc9c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160860 ms
Total Talk Time (AGENT): 31892 ms
Total Talk Time (CUSTOMER): 88848 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/71619481-b196-440b-ad52-996e955fc9c0_20250321T19:15_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Hey Ms. [PII], it's [PII], heck of a nice guy. How are you today?
[AGENT][NEUTRAL] I'm doing fine. How are you?
[CUSTOMER][POSITIVE] Yeah, better than most. I'm just checking on a wayward soul, so let me give you my my best call back number which is [PII].
[CUSTOMER][NEUTRAL] And let me know when you're ready for the policy number.
[AGENT][POSITIVE] I'm really, thank you.
[CUSTOMER][NEUTRAL] It's 258-000-9.
[CUSTOMER][NEUTRAL] And that's for a gentleman by the name of [PII].
[CUSTOMER][NEUTRAL] And let me know when you're ready for his date of birth.
[AGENT][NEUTRAL] OK, and the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Mr. [PII].
[CUSTOMER][NEUTRAL] Can you do me a favor? Can you look in your crystal ball to see if either MD now, which is an urgent care facility, or Miami Shores urgent care, uh, anything was processed by the provider on [PII] of this year?
[AGENT][NEUTRAL] OK, so you're just needing claim status on [PII]. OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, just, yeah, he, uh, he's a professor not a professor, he's a principal of a small elementary school that I have and he's telling me he wanted to give me a heads up, um.
[CUSTOMER][NEUTRAL] I had to pay the copay because both of them couldn't immediately accept or verify the gap card, so I'm just curious if the provider did anything because usually they're really lazy.
[AGENT][NEUTRAL] 310 of 25. Hold on just a moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure, sure.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] I'm not showing we've received anything yet.
[CUSTOMER][POSITIVE] OK, alright, it might be too early, but I'll keep checking. Thank you, ma'am.
[AGENT][NEUTRAL] Yes, sir. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No hope hope all your calls are this easy enjoy the day.
[AGENT][POSITIVE] Thank you, Mr. [PII] for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too ma'am thank you.
[AGENT][NEUTRAL] Mhm, bye bye.