AccountId: 011433970860
ContactId: 80eeaf68-2be2-4473-ada1-104db13b994e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206779 ms
Total Talk Time (AGENT): 72776 ms
Total Talk Time (CUSTOMER): 111256 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/80eeaf68-2be2-4473-ada1-104db13b994e_20250410T20:57_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL this is.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I need to get this is [PII] calling from Sparks and favor in the billing department. I need to get verification coverage for maternity for a patient.
[AGENT][NEUTRAL] OK, we were checking uh coverage for maternity you said?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then, uh, [PII], can I get a good call back number from you in uh in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, it is F0412960.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Um, I did not get a result with that, [PII], um.
[AGENT][NEUTRAL] Let's see, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Uh, no, she is a new patient and they don't have any of that in here. The only thing I have is her date of birth.
[AGENT][NEUTRAL] OK, the only other way I can search.
[AGENT][NEUTRAL] Sure, um, the only other thing I can use is, uh, the first and last name if you wouldn't mind spelling that out for me.
[CUSTOMER][NEUTRAL] OK, it's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And her last name is [PII]
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do not have anyone with that name in our system, [PII].
[CUSTOMER][NEUTRAL] OK, I don't know who this where they got this information from.
[CUSTOMER][NEUTRAL] I'm gonna buy me some new nurses. OK, OK. Well, let me, well, let me find.
[AGENT][NEUTRAL] Well, to be fair, our, our company does sound very similar to a lot of other insurance companies we do get that quite a bit. American Public Life, a lot of them have something like that in the title.
[CUSTOMER][NEGATIVE] Right, and she, I have no idea. I don't know what this nurse did, but this is, she, she, I just got through looking at one. She put the Blue Cross in with no prefix, and I'm like, you've been here too long, you know Blue Cross always had 3 prefix in front child, they're not gonna make me. I wanna drink a whole bottle, but I'm just gonna drink 2 glasses when I get home, just 2.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] Goodness
[CUSTOMER][NEUTRAL] Cause if I drink the whole bottle, I won't come tomorrow, you see.
[AGENT][NEUTRAL] Good girl, no one's judging if you don't. Nobody's gonna judge, uh, it's.
[CUSTOMER][NEUTRAL] I won't, I won't come tomorrow though, so I'm, I'm just gonna do 2 and then that way I come here and I, you know, I'll be OK, but they ain't gonna stress me. Well, well, thank you, dear.
[AGENT][POSITIVE] Oh my gosh, I wish you would call more. You're like my favorite provider.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] Uh oh, I'm just saying they, they're not gonna, I'm not gonna let them do it.
[AGENT][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] I'm gonna sit here and do what I'm doing, put some lip some chapstick on my lips.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It
[AGENT][POSITIVE] Well, I hope you have a great rest of your day, [PII]. It was a pleasure talking to you.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] All right, you too, sweetie. Have a good one.
[AGENT][POSITIVE] Thank you you too bye bye.
[CUSTOMER][NEUTRAL] All right bye bye.