AccountId: 011433970860
ContactId: 81b608d1-2b07-4dc0-865d-3edf4494d863
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140619 ms
Total Talk Time (AGENT): 49828 ms
Total Talk Time (CUSTOMER): 82543 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/81b608d1-2b07-4dc0-865d-3edf4494d863_20250611T14:05_UTC.wav
--------------------------------------------
[CUSTOMER][NEGATIVE] I am still on the phone with these retards.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] Well, if they can go any faster, yes, yes, and if you wanna let them go any faster then you go on ahead, girlfriend.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEGATIVE] I hate
[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes ma'am, I need to get a breakdown for a patient.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the breakdown. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Because you did like the um.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yes, the policy number is.
[CUSTOMER][NEUTRAL] do it.
[CUSTOMER][NEUTRAL] It is um 02623571.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, but in your choice
[CUSTOMER][NEUTRAL] Oh, I did it in Friday.
[AGENT][NEUTRAL] Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], it is [PII].
[AGENT][NEUTRAL] And the policy number is 262-3571. Is that correct?
[CUSTOMER][NEUTRAL] I need to go
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that's coming up for either a different member or she's not on this policy. Are you showing a subscriber on your end?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, ma'am, it's [PII] 76-1993.
[AGENT][NEUTRAL] OK. So
[AGENT][NEUTRAL] So this is [PII]'s policy, but the member you just mentioned, can you repeat her name? She's not on this policy.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, what's his date of birth?
[AGENT][NEUTRAL] Yeah, um, this is an individual policy.
[CUSTOMER][NEUTRAL] OK, OK, I will let her know thank you ma'am, uh what is.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yes, and what is the reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date again that's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, and then today's date, alright ma'am, I will let her know thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye bye.