AccountId: 011433970860
ContactId: 78600d7e-5c5f-4c8a-8ad8-f8aca679a60b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 644409 ms
Total Talk Time (AGENT): 170962 ms
Total Talk Time (CUSTOMER): 347737 ms
Interruptions: 4
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/78600d7e-5c5f-4c8a-8ad8-f8aca679a60b_20250530T15:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Um, yes, ma'am. Uh, [PII], uh, birthday, uh, [PII].
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, can I get your name one more time?
[CUSTOMER][NEUTRAL] [PII], uh.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And uh what's a good, oh, go ahead.
[CUSTOMER][NEUTRAL] You said uh the letter out is for him to receive his claim due to get started, uh, you need more information.
[CUSTOMER][NEUTRAL] For its divided.
[AGENT][NEUTRAL] OK, I can help you with claim status.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Finish them off ma'am.
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] I'm, I'm listening.
[AGENT][NEUTRAL] OK, sorry, I didn't mean to interrupt. um, I just said I can help you with that claim status. Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Um, I'm not seeing no policy number on, on, on here.
[AGENT][NEUTRAL] Do you see his policy certificate number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mm, no, I just see y'all and see if you need more information about my provider or.
[CUSTOMER][NEUTRAL] Medical service for the claim, for the process to be claimed.
[CUSTOMER][NEUTRAL] And it said to contact y'all?
[AGENT][NEUTRAL] OK, um, let me look you up by your social is that all right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and what's your social?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Go about it long way but they trying to find that and then they said they need more than some.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Can you give me that uh social security number again? Can you go a little bit slower, please?
[AGENT][NEUTRAL] I apologize. It looks, it sounds like our phone is breaking up.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Well what you want.
[AGENT][POSITIVE] All right, thank you so much.
[CUSTOMER][POSITIVE] We have an organization in [PII] and we need your help with an advertising campaign to help us create awareness of our mission. We provide services to keep a family together so that innocent children do not end up in foster care when their parents face unexpected financial hardships that could force them into homelessness. We understand your agency is a for-profit company and the type of work may be unusual, but we leave you. We believe you specifically will be the best.
[AGENT][NEUTRAL] And what's the last name?
[CUSTOMER][NEUTRAL] the family as the mother of a and as an executive. You don't.
[AGENT][NEUTRAL] And you said first name [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Wow, interesting.
[AGENT][NEUTRAL] Give me just one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] And they want me specifically.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Hi, it's [PII]. I just saw a cancellation for a meeting this afternoon. Any reason why? Oh, I'm here. I'm not.
[CUSTOMER][POSITIVE] What do you do when things get tough? You don't give up.
[AGENT][NEUTRAL] And can I get you to verify the date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII] may increase the risk for cancer and cause fetal harm. Drink only fluids, urinate, use contraception.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the phone number that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm not seeing that phone number. Would it be under a different number?
[CUSTOMER][NEUTRAL] [PII]. That's why I said [PII]. That ain't you put that number there, that ain't my number. Every day it's a victory.
[AGENT][NEUTRAL] Yeah, because I'm not, I'm not seeing that number.
[CUSTOMER][NEGATIVE] I'm not saying that, so do you know remember he don't, ma'am, he just, he just got, he just got out of the house. He got cancer. He got cancer and he, he, he's having a memory lapse, so a lot of stuff he don't remember.
[AGENT][NEUTRAL] OK, and is it in regards to um.
[AGENT][NEUTRAL] Are we in regards to [PII], correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is he with you?
[CUSTOMER][NEUTRAL] Right here?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] He can barely, he can barely talk cause his throat.
[AGENT][NEUTRAL] I just need him to verify that it's OK for me to speak with you.
[AGENT][NEUTRAL] This one time.
[CUSTOMER][NEUTRAL] You go back. Yes, ma'am. Give her what else she need.
[CUSTOMER][NEUTRAL] Oh you need.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you were needing claim status?
[CUSTOMER][NEUTRAL] Yes, he's trying to this got something to do with his um his um medical insurance.
[CUSTOMER][NEUTRAL] Medical insurance?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What was the date of service?
[CUSTOMER][NEUTRAL] That's what I guess.
[CUSTOMER][NEUTRAL] Uh, it's not on her either.
[CUSTOMER][NEUTRAL] Uh, uh, the, the, the letter came on [PII].
[AGENT][NEUTRAL] OK, let me check.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, I don't know.
[AGENT][NEUTRAL] You don't know when he went into the hospital though?
[CUSTOMER][NEUTRAL] Yes. Last Friday.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] That's last Friday.
[CUSTOMER][NEUTRAL] And he just getting out, he just got out yesterday.
[AGENT][NEUTRAL] So, uh, [PII] is when he was adm[PII].
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK and are you needing information on how to file a claim for that? Because I'm not showing a claim for that date of service.
[CUSTOMER][NEUTRAL] What he, what he's doing is he can't get his medication that they ordered for him at the pharmacy down here.
[CUSTOMER][NEUTRAL] Cause he has no insurance and we're trying to get him some type of insurance in order for him to get his medication.
[AGENT][NEUTRAL] OK, so you're wanting to figure out how to get, how to update the insurance so that he can get uh pharmacy benefits? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] Your name.
[AGENT][NEUTRAL] It looks like he will need to call benefits and a card and I can give you their phone number whenever you're ready.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Wait a minute, hold on, hold on. You said [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] And what's the last thing?
[AGENT][NEUTRAL] No, it's [PII], sorry.
[CUSTOMER][NEUTRAL] [PII], OK, I got you. [PII].
[AGENT][NEUTRAL] Alright, so it's so it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] He doesn't the name.
[AGENT][NEUTRAL] 56.
[CUSTOMER][NEUTRAL] What is
[CUSTOMER][NEUTRAL] 56. OK.
[AGENT][NEUTRAL] Do you want to read it back to me just in case?
[CUSTOMER][NEUTRAL] OK. 1-800.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 4974856
[AGENT][NEUTRAL] Yes ma'am, and then you'll go to them and see if uh they have any pharmacy benefits available to him and then he should be able to enroll or um.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] We
[AGENT][NEUTRAL] Upgrade his plan through them.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK. OK. All right. OK. All right, thank you, ma'am.
[AGENT][NEUTRAL] OK, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] Alright, thank you so much for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] Mhm.