AccountId: 011433970860
ContactId: bfe3e0c3-b230-48a3-8fd1-ca33c0ffa76d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308179 ms
Total Talk Time (AGENT): 100600 ms
Total Talk Time (CUSTOMER): 136632 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/bfe3e0c3-b230-48a3-8fd1-ca33c0ffa76d_20250213T21:05_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, I want to know the, uh, I want to know uh whether the policy is active or not, so you can help me with that?
[AGENT][NEUTRAL] OK. Can I get your name, please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. And the policy number?
[CUSTOMER][NEUTRAL] The policy
[CUSTOMER][NEUTRAL] The policy number is uh just give me a moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The policy number is 022-04980.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Hello. Yes.
[AGENT][NEUTRAL] I see. Let me pull it up.
[CUSTOMER][POSITIVE] No problem in that.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][NEUTRAL] OK, and are you a provider or cause I'm showing a different name on this.
[CUSTOMER][NEUTRAL] Yeah, I'm provider.
[AGENT][NEUTRAL] OK. And what's your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, yes, no, just give me a moment.
[CUSTOMER][NEUTRAL] The patient name is [PII] Last name is [PII], and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you and can I get a good call back number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, sir. Sure. It's [PII].
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright thank you and you, you were just wanting to know if the policy is active, is that right?
[CUSTOMER][NEUTRAL] Yes, this policy effective date and what, what is the start date and whether the policy is active or not. Kindly, uh, tell me.
[AGENT][NEUTRAL] OK, uh, let me connect you with somebody in our, um, benefits department that can help you with that. Um, is there anything else I can help you with before I transfer you, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK. You cannot tell me whether the policy details. OK.
[AGENT][NEUTRAL] OK. And what was your phone number again? I'm, I'm missing a number.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you and hold on just a moment.
[CUSTOMER][NEUTRAL] Have you got it now.
[CUSTOMER][POSITIVE] Yes, thank you. Have a nice day. Happy [PII]'s.
[AGENT][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] Hold just a moment I'll connect you with him.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Yeah, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Per
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I'm on the phone.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] I'm tired. I need a nap, [PII].
[AGENT][NEUTRAL] Me too.
[CUSTOMER][NEUTRAL] I don't know
[CUSTOMER][NEGATIVE] I'm so tired. What's up?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I have a provider on the phone. His name is [PII]. He's calling on benefits and if policies, um, active and all that kind of information, eligibility, whatever.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And what's that policy number?
[AGENT][NEUTRAL] Policy number is 2,204,980.
[AGENT][NEGATIVE] And I asked for his phone number 3 times, and he gave me the exact same thing 3 times, but it's missing a number.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] I, I can give it to you.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Is it [PII] or something?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh, what did he give you?
[AGENT][NEUTRAL] He gave me [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I'm gonna ask him again. All right, you can send them to me. I appreciate you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] His name was [PII] and I verified the name and date of birth.
[CUSTOMER][POSITIVE] Awesome. Oh, and he's, and this is for [PII].
[AGENT][NEUTRAL] Can, yeah, he, he, he didn't know how to pronounce it either. [PII], the one.
[CUSTOMER][NEUTRAL] Ingram.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you, and here he is.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thanks for calling APO