AccountId: 011433970860
ContactId: b4703742-69b0-4ae1-af20-05eef93764bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177520 ms
Total Talk Time (AGENT): 45940 ms
Total Talk Time (CUSTOMER): 79179 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/b4703742-69b0-4ae1-af20-05eef93764bb_20250603T16:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] from West Kendall Baptist Hospital. How are you?
[AGENT][POSITIVE] I'm good, [PII] how are you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Good we spoke yesterday regarding my log in but I'm calling for a claim status. I sent you an email asking if there was any updates from IT.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh, I'm sorry. I didn't see anything. I apologize.
[CUSTOMER][NEUTRAL] No, that's OK.
[CUSTOMER][NEUTRAL] No, no, that's fine. That's fine. I tried again and I still can't get in, so I'm assuming they're still having issues.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, they have been. What is the policy number, [PII]?
[CUSTOMER][NEUTRAL] It is 002-627584.
[AGENT][NEUTRAL] OK, let me pull this up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry, [PII], read that back one more time my cursor was in the wrong spot 02.
[CUSTOMER][NEUTRAL] No 002.
[CUSTOMER][NEUTRAL] 627-584.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] I was typing in the right spot and I wasn't.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] What is the insured's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hm, it doesn't come up with that information.
[CUSTOMER][NEUTRAL] She has two last names. I don't know if it's [PII].
[CUSTOMER][NEUTRAL] I don't know if it's [PII].
[CUSTOMER][NEUTRAL] They have it combined together. Let me see if I can pull up a card.
[AGENT][NEGATIVE] I don't even have that date of birth on here for an insured.
[CUSTOMER][NEUTRAL] OK, let me pull up and see how they scanned the card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh there's a card here let me see who it is.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] They build the wrong
[CUSTOMER][NEUTRAL] Carrier it's Luis it's not [PII].
[AGENT][NEUTRAL] Oh, OK, that makes sense.
[CUSTOMER][POSITIVE] Well that that answers my questions, yeah.
[CUSTOMER][POSITIVE] Alrighty, thank you so much.
[AGENT][POSITIVE] You're welcome. Take care.
[CUSTOMER][POSITIVE] Take care. You too. Bye-bye.