AccountId: 011433970860
ContactId: c7a06da9-2b4f-4393-ae32-b9dde56fb5e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 430549 ms
Total Talk Time (AGENT): 64792 ms
Total Talk Time (CUSTOMER): 99834 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/c7a06da9-2b4f-4393-ae32-b9dde56fb5e3_20250311T20:06_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hello, [PII]. Could I have a um representative that speaks Spanish by any chance?
[AGENT][NEUTRAL] Uh, yes, ma'am. Hold on just a moment. I'll get you someone.
[CUSTOMER][POSITIVE] All right. Thank you, love.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] F
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Yes, hello?
[AGENT][NEUTRAL] They are all on the line. Is there something I can help you with?
[CUSTOMER][NEUTRAL] Um, so the thing is, where the administrators for the health coverage the staffing companies offer. I had a member that only speaks Spanish on the line, um, that was inquiring regarding a bill that has not been answered.
[CUSTOMER][NEUTRAL] To his dentist?
[AGENT][NEUTRAL] To the dentist, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see. Do you have her policy? Is she sitting there with you?
[CUSTOMER][POSITIVE] Yes ma'am, he's on the line with me.
[AGENT][NEUTRAL] OK. Um, does he have his policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And what is his policy number?
[CUSTOMER][NEUTRAL] All right, bear with me one moment.
[AGENT][NEUTRAL] And I'm sorry, what was your name?
[CUSTOMER][POSITIVE] Yes, my name is [PII] with benefits in a car.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And let me know when you're ready for that policy number.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] It is 2
[CUSTOMER][NEUTRAL] 59
[CUSTOMER][NEUTRAL] 29
[CUSTOMER][NEUTRAL] 77
[AGENT][NEUTRAL] And what's his date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK. Do you know his address or email address?
[CUSTOMER][NEUTRAL] Yes ma'am, we have his email as [PII].
[CUSTOMER][NEUTRAL] [PII] I mean [PII], sorry, [PII].
[CUSTOMER][NEUTRAL] And then I have his email as [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And he was wanting to know about a claim.
[CUSTOMER][NEUTRAL] Yes, he said that it was submitted for the days of February.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, we do have the claim in and is pending for eligibility. His paid to date only showing to [PII].
[AGENT][NEUTRAL] So as soon as we received the.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Payment, then the claim will be processed.
[CUSTOMER][NEUTRAL] OK, so the last time that you guys show him active was for [PII], is this correct?
[AGENT][NEUTRAL] Right, I'm showing his pay date to date is [PII].
[CUSTOMER][NEUTRAL] OK, so I'll go ahead and ask my front office to look into it then because we did receive payments on our side is up to date till today for this week until the [PII], so I think that might be something that my front office will have to take a look into um and see how they can go ahead and make it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So that they can provide any missing information you guys might need.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right. Well, thank you so much, Ms. [PII]. I hope you have a wonderful rest of your day.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day as well.
[CUSTOMER][POSITIVE] Thank you too, my pleasure.
[AGENT][POSITIVE] Mhm. Thank you. Bye bye.