AccountId: 011433970860
ContactId: a0c6fb98-754e-4890-b85c-9539c9b6b499
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 819059 ms
Total Talk Time (AGENT): 277309 ms
Total Talk Time (CUSTOMER): 215115 ms
Interruptions: 8
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/a0c6fb98-754e-4890-b85c-9539c9b6b499_20250519T20:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? My name is [PII].
[AGENT][NEUTRAL] I'm sorry, can you repeat your first name?
[CUSTOMER][NEUTRAL] Hi, my name is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII], thank you, Ms. [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Uh, yes, thank you. I'm calling because I had a baby on [PII] and um I received today a claim from the hospital saying that the gap insurance is not covering the different, the, the pending balance that there is from my primary insurance. So I wanted to check why.
[AGENT][POSITIVE] OK, I can help you with that.
[CUSTOMER][NEGATIVE] Is the point being denied? Because I've never used it before. This is the first time.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I can help you. So, Ms. [PII], do you have your policy number?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] May I have that, please?
[CUSTOMER][NEUTRAL] 024
[CUSTOMER][NEUTRAL] 65902
[AGENT][NEUTRAL] Thank you, give me just a moment while I pull your information up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, what you and I will do is a quick verification to make sure your information is correct and then I will place you through to someone who can actually view your benefits and assist you with that information, OK?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, Ms. [PII], your last name is [PII]
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] Thank you. And can we verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And let's verify your address and your phone number.
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][NEUTRAL] OK, we have a totally different address for you. Let's go ahead and ver.
[CUSTOMER][NEUTRAL] Yes, you, you should have my old address.
[AGENT][NEUTRAL] Yes, ma'am, we do. So we'll need to get that updated. Let's verify your phone number real quick and then your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the last thing, let's verify your email.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, we have something completely different. I think it's your work email. That's what it is.
[CUSTOMER][NEUTRAL] You must, maybe you have, my work email is [PII].
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] Yes, ma'am. That's what we have.com. OK, so let's get your, your street address updated, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I have that one more time?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. All right, and.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Thank you. Alright, let me update that in one more place, please, and then we can move on.
[AGENT][NEUTRAL] OK, so we have your new address updated and let me make sure I have it in here correct. So that is [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Wonderful thank you and Miss [PII], uh, did you wanna change your email address or leave your work email address there?
[CUSTOMER][POSITIVE] Uh, if you can add my personal email, that'd be great.
[AGENT][NEUTRAL] All right, so can I have that again real quick, please, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful. So that's [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. OK, so give me one moment. We're going to.
[AGENT][POSITIVE] Alright, so what I'm going to do now is place you through to someone who can uh view your claims and assist you. You will not have to go through the verification again. I'll let them know we've already done that and they'll get you taken care of. So is there anything else that I can assist you with before I transfer you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Well, thank you for calling APL and I hope you have a wonderful day. Give me one moment, please, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Oh my goodness, too like I see you now.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hello, Miss [PII]. This is [PII]. How are you there?
[CUSTOMER][POSITIVE] I'm good. I'm a sausage. How are you?
[AGENT][NEUTRAL] I can imagine. I'm watching y'all's phones. You're not getting done with one before another one is ringing through. I'm like going, oh my gosh, oh my gosh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Uh, yeah, I can imagine. Yeah. I mean, yeah, OK. It, it's freaking me out even. Oh, Lord, have [PII]. So, honey.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][MIXED] It's not horrible, but it's, you know, this lady's come to see why her baby's birth was not covered on the gap.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][MIXED] And you're ready? tell me, yeah, I know, it's not horrible, but it's not a great one either.
[CUSTOMER][NEUTRAL] Oh boy, O[PII]
[AGENT][NEUTRAL] She is Spanish.
[CUSTOMER][NEUTRAL] OK, what is the policy number? Spanish, mm.
[AGENT][NEUTRAL] OK, it is 246-5902. I'd say she's Spanish. I don't know one English accent from another when it comes to British and Australian, so I'm just assuming, OK.
[CUSTOMER][POSITIVE] Yeah, I think you have some right. The name, the name, the name is a giveaway. Uh yeah yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, the Geminis and the way she pronounced it with the H. Yeah, that kind of gave it away a little bit. But she's very sweet. She just wants to know why her baby's, you know, her delivery wasn't covered. So, and I did verify all of her information. It has been updated and corrected in the system.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] So, you know, she may not be getting anything because it was, you know,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Didn't have the right address anymore.
[CUSTOMER][NEUTRAL] OK, she is uh she's the main holder, right? It's [PII]?
[AGENT][NEUTRAL] Um, yes, [PII].
[CUSTOMER][NEUTRAL] Did she say, OK, OK, let me pull this EOB just to be prepared. Give me just a minute.
[AGENT][POSITIVE] You do what you got to do, honey. Get your breath and do what you got to do.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] I'm just sitting here watching y'all's calls.
[CUSTOMER][NEUTRAL] Yeah, it's just, uh, it's like you get out and you just wanna sleep. OK, um.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Let me pull this one.
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEGATIVE] Oh boy then this on base is so slow.
[AGENT][NEGATIVE] Everything's going slow today.
[AGENT][POSITIVE] I'm surprised my lion has stayed up this time.
[CUSTOMER][NEGATIVE] Yeah, it's not.
[AGENT][NEGATIVE] My line screens won't even stay up.
[CUSTOMER][NEUTRAL] Oh boy. Uh, yeah, it's, it's Monday. It's just, even the computer knows it's Monday, it's like, uh, whatever, it's Monday. Leave me alone.
[AGENT][NEUTRAL] For very long.
[AGENT][POSITIVE] Yeah, yeah, that's it. That's right, girl. That's right.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so, uh, all right, she probably just needs to send more information. OK dokey. I'm ready for Ms. [PII].
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Thank you, dear. Have a good day. Bye.
[CUSTOMER][NEUTRAL] Yeah, you too, bye bye.
[AGENT][NEUTRAL] Bye.