AccountId: 011433970860
ContactId: 84af5fd9-2ade-42d3-8cad-942931479e66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236940 ms
Total Talk Time (AGENT): 96799 ms
Total Talk Time (CUSTOMER): 77741 ms
Interruptions: 4
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/84af5fd9-2ade-42d3-8cad-942931479e66_20250205T16:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII], and I'm calling from 90 Degree Benefits. We have a group with y'all, uh, search staffing that has a participant COR participant that has a question about her coverageOR coverage being active.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh, do you need her social or what do you need?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, Ms. [PII], first let me get your callback number just in case our call is dropped. I'll be able to call you right back.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you so much, ma'am. And then what is the insured's name?
[CUSTOMER][NEUTRAL] Insured's name is [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have her um her policy number?
[CUSTOMER][NEUTRAL] I do not have a policy number no.
[AGENT][NEUTRAL] OK, yes, if you can give me her social security number that will help me pull in her policy for us.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, let me look her up real quick.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let's see, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, she's not pulling in by that number. Can you uh spell her first name for me? Is it [PII] [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and then the last name is [PII]?
[CUSTOMER][NEUTRAL] Well, the last name is [PII] next word [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see if I can find her by her name.
[AGENT][NEUTRAL] I'm not pulling her in what is the group number?
[CUSTOMER][NEUTRAL] Oh gosh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, it on our system it's 9476.
[CUSTOMER][NEUTRAL] Search staffing.
[AGENT][NEUTRAL] Search stuff. OK, let me look and just try to find the group and see if she's in there that way.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I found her groups now let me see if I can find her.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], let me see, I've got the group I've just gone this big group, so it's gonna be just a minute.
[CUSTOMER][NEUTRAL] Yes, let me just ask you this if she has MacTella RX, would y'all have that in your system or not?
[AGENT][NEUTRAL] No, I don't have that in the system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, maybe that's why you're not pulling her up then. Let me check another place and uh.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEGATIVE] Right. She's not in at all.
[AGENT][NEUTRAL] Yeah, I couldn't find her by social either.
[CUSTOMER][POSITIVE] OK. All right. Thank you so much.
[AGENT][POSITIVE] Yes, Miss [PII]. Thank you. You're very welcome. You have a blessed day, Miss [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] OK. Thank you, [PII]. OK, bye bye. Uh-huh.
[CUSTOMER][POSITIVE] OK. You too. Thank you. Bye-bye.