AccountId: 011433970860
ContactId: c35b57a5-2090-499d-a058-3032277a5eeb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185220 ms
Total Talk Time (AGENT): 75294 ms
Total Talk Time (CUSTOMER): 101959 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/c35b57a5-2090-499d-a058-3032277a5eeb_20250213T21:09_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in customer services. How are you?
[AGENT][NEUTRAL] I'm tired. I need a nap, [PII].
[CUSTOMER][NEUTRAL] Me too.
[AGENT][NEUTRAL] I don't know
[AGENT][NEGATIVE] I'm so tired. What's up?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 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.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And what's that policy number?
[CUSTOMER][NEUTRAL] The policy number is 2,204,980.
[CUSTOMER][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.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I, I can give it to you.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Is it [PII] or something?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Oh, what did he give you?
[CUSTOMER][NEUTRAL] You gave me [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I'm gonna ask him again. All right, you can send them to me. I appreciate you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] His name was [PII] and I verified the name and date of birth.
[AGENT][POSITIVE] Awesome. Oh, and he's, and this is for [PII].
[CUSTOMER][NEUTRAL] Can, yeah, he, he, he didn't know how to pronounce it either. [PII], but here the print one.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Thank you, and here he is.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, but I wanted to know the eligibility whether the policy is active or not, you can help me with that?
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And do you have a callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] The patient name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm showing the effective date is [PII] and the policy is active. June.
[CUSTOMER][NEUTRAL] June, yeah, [PII].
[AGENT][NEUTRAL] Correct, of [PII] and the policy is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much for helping with that. Tell me your uh the, tell me your name.
[AGENT][NEUTRAL] My name is [PII], last [PII]. Oh yeah.
[CUSTOMER][POSITIVE] Oh, OK, OK. Thank you so much for being so sweet and helping to me. What will be the call reference for today, please help me with that.
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much for being so help [PII]. Happy [PII] care. Thank you.
[AGENT][POSITIVE] You too. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Have a great day. Bye bye. Thank you.
[AGENT][NEUTRAL] Bye.