AccountId: 011433970860
ContactId: aa1ca1ad-0b56-4bef-933b-107b6b7d4a19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177740 ms
Total Talk Time (AGENT): 84226 ms
Total Talk Time (CUSTOMER): 101397 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/aa1ca1ad-0b56-4bef-933b-107b6b7d4a19_20250228T21:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] else but he it's not [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi [PII], I don't know if I already spoke with you. My name is [PII]. I'm calling from a provider's office. Yeah, OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Did you get a policy number? That was me.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, I did.
[AGENT][POSITIVE] Wonderful. What's that policy number, Yesenia?
[CUSTOMER][NEUTRAL] I have 00.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 4257961.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Check my computer a minute. 4257961.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah. Why aren't it coming up?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] They gave me name [PII].
[AGENT][NEUTRAL] Did you get the
[AGENT][NEUTRAL] OK, I was just fixing to ask you if they gave your name.
[CUSTOMER][NEUTRAL] Yeah, and I also have date of birth.
[AGENT][NEUTRAL] Let me see if I can get a [PII] to come up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] it's called
[CUSTOMER][NEUTRAL] next to
[CUSTOMER][NEUTRAL] Really? Yeah.
[AGENT][NEUTRAL] What is the date of birth that you have for [PII]?
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] Shoot. Did they happen to give you a social?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Cause I'm not showing an APL policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] By the number nor by name.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There's probably 4 gallons of ice cream.
[AGENT][NEUTRAL] I, I sure wish I could locate that for her.
[CUSTOMER][NEUTRAL] So yeah, that's a lot of
[CUSTOMER][NEUTRAL] Yeah, if not I'll call her back to get the ring for because it's the first time I heard um this insurance. You know what to buy.
[AGENT][POSITIVE] I like um.
[AGENT][NEUTRAL] This is
[AGENT][NEUTRAL] Yeah, now we, like I said, we're not major medical. We offer like gap policies or limited indemnity policies.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] I sure wish that we could get that.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] Oh these are really good.
[AGENT][NEUTRAL] So if you call her back, ask her if she has an APL ID card.
[CUSTOMER][NEUTRAL] OK, I'll call if anything I'll call back, OK?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then or ask for her social?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Yes, OK, I'll call her and everything, yeah, thank, yes, yeah, I, I try to get to see if we take it or not so the patient can be seen in the office, but if not, I'll let them know. But thank you so much for your help, OK?
[AGENT][NEUTRAL] I sure wish we could locate her. You're trying so hard.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Good to talk to you again, you send and if you get further information, I hope I get you back.
[CUSTOMER][NEUTRAL] Same, sure bye bye.
[AGENT][POSITIVE] Bye-bye. Thank you. Bye-bye.