AccountId: 011433970860
ContactId: 8505af60-abee-4a9f-8354-b60a9c98fdf6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184029 ms
Total Talk Time (AGENT): 80607 ms
Total Talk Time (CUSTOMER): 88287 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/8505af60-abee-4a9f-8354-b60a9c98fdf6_20250121T16:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with Butler Scott and White Surgical Hospital in [PII], and um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I had called in earlier a while ago and gotten benefits.
[CUSTOMER][NEUTRAL] I never wrote down what APL stands for where we need to send the billing and I don't have my patient's ID number right now.
[AGENT][NEUTRAL] Oh, no. OK, [PII]. Well, no worries. I can give you billing information without that policy information. Is that OK?
[CUSTOMER][NEUTRAL] Mm, well, I also need to try and get the um policy number if I can from you.
[AGENT][NEUTRAL] OK, yeah, then I can search them.
[CUSTOMER][NEUTRAL] He's hard to get hold of.
[AGENT][POSITIVE] No worries, um,
[CUSTOMER][NEUTRAL] And I'm trying to do his paperwork, so it's like.
[AGENT][NEUTRAL] Do you know is he the subscriber on our um on the policy? OK, I can search with his social if you have that. If not I can also try looking with his name.
[CUSTOMER][NEUTRAL] Yes, he is.
[CUSTOMER][NEGATIVE] Do not have his social.
[AGENT][MIXED] No worries. Let's see, and I like made my system angry by trying to type too fast. OK, what is the first name of your patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, and the last name?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect, just like it sounds.
[AGENT][NEUTRAL] And let me find [PII] for you.
[AGENT][NEUTRAL] Would you be able to verify for me pretty please [PII]?
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. Well, this is my friend [PII]. OK, perfect. Let me get you that policy number when you're ready.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] I do show his policy number is going to be 163.
[AGENT][NEUTRAL] 913 2.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] What does the APL stand for? Is it?
[AGENT][NEUTRAL] We're American Public Life.
[CUSTOMER][NEUTRAL] OK, that's what I thought it was.
[CUSTOMER][NEUTRAL] You know, I did these notes a week ago.
[AGENT][NEUTRAL] No, it happens a lot. We've had a lot of days since then.
[CUSTOMER][NEUTRAL] My brain is just forgotten all of this.
[CUSTOMER][NEUTRAL] Yes ma'am, yes ma'am all right and when did his plan become effective?
[AGENT][NEUTRAL] You bet you his effective date is [PII].
[CUSTOMER][NEUTRAL] All right, I knew it had been a while that he had it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, well, that is what I needed, sweetheart, just to fill in my blanks.
[AGENT][POSITIVE] Well, I'm really glad I was able to help you with that today. Is there anything else I can do for you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No, that's all I needed. Thank you so very much.
[AGENT][POSITIVE] My pleasure, Ms. [PII]. Thank you for calling and I hope you have a fabulous day.
[CUSTOMER][NEUTRAL] You also by ma'am.
[AGENT][POSITIVE] Thanks. Bye bye.