AccountId: 011433970860
ContactId: 8854730b-8428-44a3-916c-3f5eade0fda8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158990 ms
Total Talk Time (AGENT): 68857 ms
Total Talk Time (CUSTOMER): 84817 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/8854730b-8428-44a3-916c-3f5eade0fda8_20250107T23:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm supposed to call this number. I have an appointment um on [PII]. My name's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um, to get, um, uh, melanoma, they're supposed to dig it out, I guess, on Thursday.
[CUSTOMER][NEUTRAL] From my leg, do you, do you know anything about that or do you need some more information?
[AGENT][NEUTRAL] Um, so you're an insured with us, correct? And you're having a procedure done?
[CUSTOMER][NEUTRAL] And then my name
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] I might have to get you over to claims. What's what's your, what's your question? And let me see.
[CUSTOMER][NEUTRAL] I just want to know how long this is gonna take and do I need, um, you know, to take the day off of work or 2 or 3 hours off of work or is it an easy uh 15 minute procedure? Do I leave or?
[AGENT][NEUTRAL] OK, so we're, we're American Public Life, so we have, if you have insurance with us, we're not the doctor's office. Is that what you're
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I, I, I have insurance with Kaiser.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It's just the wrong number?
[AGENT][NEUTRAL] Possibly. Are you?
[AGENT][NEUTRAL] What, uh, what is your, um, who do you work for?
[CUSTOMER][NEUTRAL] Uh, marathon Petroleum.
[CUSTOMER][NEUTRAL] I, I don't know why I'm getting the.
[CUSTOMER][NEUTRAL] The run around here they the Kaiser gave me a number to call. They called their number and then they gave me another number to call and then they gave me your number to call and uh it's just.
[CUSTOMER][NEUTRAL] Um, I don't, I don't know exactly what.
[AGENT][NEUTRAL] Yeah, that's, yeah, that's weird. So we don't have, you said [PII] is your.
[AGENT][NEUTRAL] Place of employment?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, we don't have.
[CUSTOMER][NEUTRAL] Yeah, I've had Kaiser for 10 years, so yeah, I, I figured that. Somebody at Kaiser is uh really something unbelievably going on here, so.
[AGENT][NEUTRAL] Yeah, we don't have them.
[AGENT][POSITIVE] Yeah, that's so weird. I'm so sorry.
[CUSTOMER][NEUTRAL] I'll, uh, yeah,
[CUSTOMER][NEGATIVE] Kind of waste an hour of my time, yeah, it's not your fault, but um.
[CUSTOMER][NEUTRAL] This is 984, right?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The number is 984-7483.
[AGENT][NEUTRAL] We are
[AGENT][NEUTRAL] Well, we're [PII]. So we're American Public Life and we, yeah, we handle like brokers.
[CUSTOMER][NEUTRAL] 980.
[AGENT][POSITIVE] Um, yeah, I'm so sorry.
[CUSTOMER][NEUTRAL] You're 980? Maybe I missed dialed that I was supposed to dial.
[AGENT][NEUTRAL] Yeah, 980.
[CUSTOMER][NEUTRAL] OK, maybe that's it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, OK, thanks, sir.
[AGENT][POSITIVE] Of course, I hope you have a good day.
[CUSTOMER][NEUTRAL] All right, OK, bye bye.
[AGENT][NEUTRAL] Right.