AccountId: 011433970860
ContactId: a65d59a6-6a1b-4d3c-8f3f-6d5d427f5666
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358200 ms
Total Talk Time (AGENT): 69561 ms
Total Talk Time (CUSTOMER): 154301 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/a65d59a6-6a1b-4d3c-8f3f-6d5d427f5666_20250408T17:49_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, I'm calling to get connected with [PII]. I was on the phone with her and she disconnected our call.
[AGENT][NEUTRAL] OK, I'm sorry. May I have your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII] and a callback number just in case we get disconnected, Ms. [PII].
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] The callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] OK, let me see if Ms. [PII] is available. Bear with me just a second.
[CUSTOMER][NEUTRAL] With that
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] One moment, I'm waiting on her message, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][POSITIVE] [PII], my room is open if you need it. Oh, thank you.
[CUSTOMER][POSITIVE] Alright, so let me get the discount for you.
[CUSTOMER][NEUTRAL] Would be 2,029585. That's what you have approved.
[CUSTOMER][NEUTRAL] Yeah yeah.
[CUSTOMER][NEUTRAL] How are you today?
[AGENT][NEUTRAL] OK, let me try to get her on the line one moment, OK?
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello, this is [PII].
[AGENT][NEUTRAL] Hi, [PII], were you speaking to Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, I was.
[AGENT][NEUTRAL] Oh, OK. I'm sorry, she's asking for you.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Is it something I can help you?
[CUSTOMER][NEGATIVE] This didn't give me a phone number for her.
[CUSTOMER][NEUTRAL] Yeah, she, well, I mean [PII] was trying to transfer her over to us.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh gosh.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] About claims, I don't know, she said she spoke to some.
[CUSTOMER][NEUTRAL] If, yeah, you can just transfer instead of me telling you everything that [PII] told me if you want to transfer that's fine. I just finished making my long note on it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, um, do you need the callback number just in case or it's the same one that is showing in the system.
[AGENT][NEUTRAL] Or you haven't.
[CUSTOMER][NEGATIVE] I can't see that because you're 3 teams, mm I can't see it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. It's gonna be [PII].
[CUSTOMER][NEGATIVE] I'm sorry, you're breaking up on me a little bit. What were the last four numbers?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][POSITIVE] Uh-huh, yes, yes, that's right.
[CUSTOMER][POSITIVE] Um, I can help.
[AGENT][POSITIVE] OK, thank you. Here she comes. Have a good day.
[CUSTOMER][POSITIVE] All right. You're welcome. OK.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. I got Miss [PII] on the line, OK?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm. OK, thanks.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi [PII]. OK, so I couldn't call you back because benefits on a card didn't have your phone number to give to me. OK, OK, so I think when they released your call um now according to what [PII] was telling me with benefits on a card, she said you spoke to someone at APL but you didn't know who you talked to that told you we had claims.
[CUSTOMER][NEUTRAL] For these two
[CUSTOMER][NEUTRAL] Correct. OK, we do not have claims on file at APL for either one of those children for that service um EOBs. I have EOBs, um, from you guys for that data service.
[CUSTOMER][NEUTRAL] OK. With claim numbers.
[CUSTOMER][NEUTRAL] OK, just one moment then let me go back.
[CUSTOMER][NEUTRAL] OK, and [PII] is the first one, is that correct? Um, yep, yep. OK, what's the total bill amount for 3-4-2025?
[CUSTOMER][NEUTRAL] Um, 1:38.
[CUSTOMER][NEUTRAL] And the claim number?
[CUSTOMER][NEUTRAL] Um, 357, let me make sure yeah, um, 357-6412.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] That is not a claim number for that dependent.
[CUSTOMER][NEUTRAL] For RE.
[CUSTOMER][NEUTRAL] Yeah, so how does that and it's you have it as [PII]? Uh huh. Correct and again any information since we got.
[CUSTOMER][NEUTRAL] Will be a verification of benefits and not a guarantee of payment. Give me just a moment to look at.