AccountId: 011433970860
ContactId: 7b6bfd23-0300-45ec-a398-5e8339bbe18b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 541280 ms
Total Talk Time (AGENT): 98072 ms
Total Talk Time (CUSTOMER): 115715 ms
Interruptions: 5
Overall Sentiment: AGENT=2.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/7b6bfd23-0300-45ec-a398-5e8339bbe18b_20250424T12:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APS. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, it's [PII] from Doctor [PII]'s office. I'm calling for benefits on a patient.
[AGENT][NEUTRAL] OK, let me get the patient's information. Do you have the policy number?
[CUSTOMER][NEUTRAL] It's 02442090 ML 8.
[AGENT][NEUTRAL] Could that be 024. Can you repeat that for me, please, [PII]?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat that? I, I can't hear you.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am. I sure can. Can you please repeat that policy number for me?
[CUSTOMER][NEUTRAL] 02442090.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][POSITIVE] Thank you,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, can you verify the name and date of birth of the member, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and are you able to verify the address as well?
[CUSTOMER][NEUTRAL] she knows.
[CUSTOMER][NEUTRAL] Our address [PII].
[AGENT][NEUTRAL] The patient's address.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you, [PII], and you're calling to Verital benefits, is that correct?
[CUSTOMER][POSITIVE] Yes, we're a specialist.
[AGENT][NEUTRAL] OK let me get your callback number just in case we get disconnected. Can I get your callback number, [PII]?
[CUSTOMER][NEUTRAL] Office visits.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. If you'll hold just a moment, I'm gonna have someone assist you, OK?
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] OK. You're welcome.
[CUSTOMER][POSITIVE] It was the top
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, thank you. Thank you for holding. I really appreciate your patience and I'm sorry for the wait, but it seems like our care team is currently assisting other value callers. Would you still like to continue to hold? I can place you in our queue to secure your position for the next available representative, or I can take down your contact information and ensure a callback.
[CUSTOMER][NEUTRAL] they do do this.
[CUSTOMER][NEUTRAL] feel like you can't
[CUSTOMER][NEUTRAL] OK, yeah, that's fine. OK, thank you.
[CUSTOMER][NEUTRAL] You're
[CUSTOMER][NEUTRAL] Um, no, I, I need to hold this patient is here now.
[AGENT][POSITIVE] You need to hold. OK, thank you so much. I'll continue to try to connect you, OK? You're welcome.
[CUSTOMER][POSITIVE] OK thank you OK thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] won't do it again
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][MIXED] It's freaky at first, but then start he's starting it so like bam.
[CUSTOMER][NEGATIVE] That'sferring.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] APL, this is [PII]. How may I help you?
[AGENT][POSITIVE] [PII], good morning. How are you doing?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] I'm doing well. I've got [PII] on the phone. She's calling for benefits on policy number 244.
[AGENT][NEUTRAL] 2090 for [PII] and I verify the information. I've got a callback number if you want it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that number?
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am. [PII]. Yes, ma'am.
[CUSTOMER][POSITIVE] OK. OK, got it. I'm ready. I'm ready. You're welcome.
[AGENT][NEUTRAL] OK, thank you. Hey, [PII], do I, do I get swap when I'm joining the call?
[CUSTOMER][POSITIVE] No, you can actually just leave put leave call and I'll, and the call will come to me.
[AGENT][POSITIVE] Please call. OK, thank you so much, [PII]. Have a great day, OK.
[CUSTOMER][POSITIVE] You're welcome. You too, bye bye.
[AGENT][NEUTRAL] It.