AccountId: 011433970860
ContactId: c38c9952-ace9-4d44-86ee-b4092beb77e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203949 ms
Total Talk Time (AGENT): 76838 ms
Total Talk Time (CUSTOMER): 65725 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/c38c9952-ace9-4d44-86ee-b4092beb77e8_20250623T14:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII].
[AGENT][POSITIVE] Uh, yes, we can do
[CUSTOMER][NEUTRAL] And let me give you uh.
[CUSTOMER][NEUTRAL] Group number here?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you ready? 24231 or I think policy the policy number certificate number 026187777.
[AGENT][NEUTRAL] OK, what, what um what can I help you with? What are you calling about?
[CUSTOMER][NEUTRAL] 00, I'm, I'm having surgery tomorrow in, in, uh, Baptist Hospital in [PII], and, uh, I was told I have 4500.
[CUSTOMER][NEGATIVE] Available for my surgery and now they're selling, they're telling me that you got one of your representatives called and said we only have 1500.
[CUSTOMER][NEGATIVE] So now I gotta come out out of pocket $3000.
[AGENT][NEUTRAL] OK, [PII], um, let me, uh,
[AGENT][NEUTRAL] get um some more information from you and then I will get you over to um the department that handles that. Um, could you please give me that, um, that policy number one more time? I think I missed some, uh, one of the numbers.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] It's 02
[CUSTOMER][NEUTRAL] 61
[CUSTOMER][NEUTRAL] 87777.
[AGENT][NEUTRAL] All right. And could you please verify um the social that we should have on file and your address as well?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and the address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you [PII]. Let me um get someone uh that can help you with this and I will uh let them know that you've already verified everything so you don't have to repeat that, OK?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Um, I have, uh, [PII] on the line. Um, he, uh, has a question about his meddling benefits, um, because he said that someone, he spoke to someone last week that told him that he had a certain amount, um, but that now, um, they're saying that he only has like he has less than what the representative told him last week.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] 261-877-777
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And you said this is [PII]?
[AGENT][NEUTRAL] Yeah, and he's already verified all of his information.
[CUSTOMER][NEUTRAL] OK, what's the callback number just in case the call is disconnected. It's the [PII] number that's showing up.
[AGENT][NEUTRAL] Yeah, the [PII].
[CUSTOMER][POSITIVE] Thank you. You can send him over. I'll be able to assist you. Have a good day.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] You too.