AccountId: 011433970860
ContactId: ad78293c-0cb0-4141-a21d-c579bdb5a1ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239779 ms
Total Talk Time (AGENT): 69832 ms
Total Talk Time (CUSTOMER): 75798 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/ad78293c-0cb0-4141-a21d-c579bdb5a1ca_20250402T12:43_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] I'm so sorry ma'am what did you say?
[AGENT][POSITIVE] My name is [PII]. Thanks for calling APL. How may I assist you today?
[CUSTOMER][NEUTRAL] I need to check on benefits for a patient to see what kind of coverage they have if it'll cover a procedures they had here at our facility.
[AGENT][POSITIVE] Sure, can I have your name and a callback number and that policy number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Definitely my name is [PII] and my callback number is [PII]. That's my direct.
[AGENT][NEUTRAL] And the policy number, [PII]?
[CUSTOMER][NEUTRAL] That is, let's see what did they give me 253-380-1.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is this member's name and date of birth?
[CUSTOMER][NEUTRAL] Um, this is going to be for [PII].
[AGENT][NEUTRAL] Give me, give me that number again because, OK, oh, it is [PII]. OK. It's like I got it.
[CUSTOMER][NEUTRAL] OK, no problem, dear. What they, what they sent me was 2.
[CUSTOMER][NEUTRAL] 253-3801. Last name is [PII]
[AGENT][NEUTRAL] What's his last name?
[AGENT][NEUTRAL] And what's his date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling about, what type of benefits are you calling about?
[CUSTOMER][NEUTRAL] I'm trying to see what procedure he said because he build his main insurance and then he sent our outsourced company that he had this insurance it looks like he might have uh prostate cancer.
[AGENT][NEUTRAL] OK, so let me transfer you to the correct queue if you don't mind.
[CUSTOMER][POSITIVE] OK thank you dear no problem hon, thank you.
[AGENT][NEUTRAL] You're welcome, hold one moment. Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, I do apologize miss.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, Ms. [PII], how are you doing? This is [PII]. I have.
[CUSTOMER][NEUTRAL] I'm getting
[AGENT][NEUTRAL] I'm sorry, go ahead. I ask you a question. I have a.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I have a provider on the line named [PII]. She's calling about a policy that I've never saw before.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] 253-380-1
[CUSTOMER][NEUTRAL] OK, let me pull that up.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Is she wanting benefits?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, you can send her through if you want to.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. Hold one moment.
[CUSTOMER][NEUTRAL] You're welcome, [PII]. OK.
[AGENT][POSITIVE] Hey hello Miss. [PII]. I'm gonna transfer you over to Miss [PII]. She's gonna assist you better. Thanks for calling APL and have a great day. You're welcome. Goodbye.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you so much ma'am.
[CUSTOMER][NEUTRAL] You too.