AccountId: 011433970860
ContactId: b676a6bd-d5ec-4047-bc29-0c100a2b7f08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255770 ms
Total Talk Time (AGENT): 102289 ms
Total Talk Time (CUSTOMER): 77912 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/b676a6bd-d5ec-4047-bc29-0c100a2b7f08_20250318T15:41_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[CUSTOMER][NEGATIVE] And I just got a, uh, yeah, I just got a bill from multi-healthcare and that I owe them $2,304.00. I ended in the hospital.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Um, Ms. [PII], do you have a policy with us?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] What is your policy number?
[CUSTOMER][NEUTRAL] I don't know
[AGENT][NEUTRAL] What is your um social that will pull you in your policy for me.
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number and email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] tracks.
[CUSTOMER][NEUTRAL] [PII] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then one last verification, can you give me your phone number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And if we get disconnected, is that phone number a good number to call you back on?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK. All right, let me look here and see if you have any active policies with us.
[AGENT][NEUTRAL] I do not see that you have any active policies with us. It looks like your policies terminated on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, I would suggest calling the place that got you the bill.
[AGENT][NEUTRAL] Um, because we don't send the bills from our company.
[CUSTOMER][NEUTRAL] Now this is a multi health health center system and I, I, I don't know, I know this is not me.
[AGENT][NEUTRAL] OK. Well, I would call them because you don't have any active policies with us and we don't send medical bills.
[CUSTOMER][NEUTRAL] Yeah, how they, how do they get the active?
[AGENT][NEUTRAL] Um, now I can give you a num I can um transfer you over to Multi-health if you would like that.
[CUSTOMER][NEUTRAL] And can you do that?
[AGENT][NEUTRAL] A multi plan, is that who it is?
[CUSTOMER][NEUTRAL] It's a multi-health system.
[AGENT][NEUTRAL] OK, now I can transfer you to multi plan.
[AGENT][NEUTRAL] But at this time, you don't have any active policies with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it's gonna be a brief hold while I transfer you on over, Ms. [PII]. Let me give you that phone number just in case the call gets dropped.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Oh, thank you so much.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. You have a great day and thanks for calling APL. It's gonna be a brief hold.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.