AccountId: 011433970860
ContactId: c993afed-3837-456e-9b17-a992972e2af4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310040 ms
Total Talk Time (AGENT): 122054 ms
Total Talk Time (CUSTOMER): 174251 ms
Interruptions: 3
Overall Sentiment: AGENT=2.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/c993afed-3837-456e-9b17-a992972e2af4_20250113T19:11_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, I'm sorry your name is [PII].
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from B to South here in [PII]. How are you today?
[AGENT][POSITIVE] I'm doing just fine. [PII], how about you today?
[CUSTOMER][POSITIVE] I'm doing good. I like the Southern accent.
[AGENT][POSITIVE] Thank you, ma'am. How can I help you today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I like it. Where are you from?
[AGENT][NEUTRAL] Oh, I'm from [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] I never, I've never been there before. Ah, too cute.
[AGENT][NEUTRAL] Oh, OK, you're missing out on a good thing then.
[CUSTOMER][NEUTRAL] Yeah, I don't know. I I've never been. I have to go visit sometime.
[AGENT][POSITIVE] That's right. Yes, ma'am. Well, how can I help you today, [PII]?
[CUSTOMER][NEUTRAL] I'm just calling for eligibility, please.
[AGENT][POSITIVE] OK, I'd be glad to help you. Go ahead and give me a good policy number.
[CUSTOMER][NEUTRAL] OK, sounds good, [PII]. 02212533 ML8.
[AGENT][NEUTRAL] Alrighty, [PII], thank you for that information. Now while I'm pulling this up, go ahead please, ma'am, and give me a good return telephone call number.
[CUSTOMER][POSITIVE] I like that. um [PII].
[AGENT][POSITIVE] Alrighty, thank you so much. And your patient's name and date of birth today, please, ma'am.
[CUSTOMER][NEUTRAL] OK, OK. [PII], something like that, born on [PII].
[AGENT][NEUTRAL] Alrighty, thank you for that information, [PII]. Looks like [PII] is the insured on this medical supplemental plan, and you did say you want some type of benefit. Is that correct?
[CUSTOMER][NEUTRAL] No, no, no, no, we don't need the, we don't because she has her primary already, so her data service was [PII] from last year, right, so she's still, she's fine, right?
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's say [PII]. Her original effective date is, uh, [PII], and she is still current and active. So yes, ma'am, you can send that bill from December in, yes ma'am.
[CUSTOMER][NEUTRAL] OK perfect and what is the group number?
[AGENT][NEUTRAL] Let's see, her group number.
[AGENT][NEUTRAL] 16429.
[CUSTOMER][NEUTRAL] OK, 16429. OK, perfect. I think I have, I think there's one more for American public. I just wanted to double check before you hang up the phone.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, go ahead with that policy number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hold on, I have to finish this first and then I'll go there. Um, how do you spell your name [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII], OK, and your reference number is gonna be your name.
[AGENT][NEUTRAL] Yep, my name is today's date. Yes ma'am. You've called here a time or two.
[CUSTOMER][NEUTRAL] And then today is the day.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Oh yes I have we call all the time.
[CUSTOMER][NEUTRAL] You you're very popular I guess to have everybody has you guys, OK.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Oh, yes, ma'am.
[CUSTOMER][NEUTRAL] And the group name was right Crown Lin, right? LLC, did I already ask that? I already asked that.
[AGENT][POSITIVE] Yes. No, ma'am, but that is correct. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, perfect, thank you.
[CUSTOMER][NEUTRAL] I'm getting old, I can't remember.
[AGENT][POSITIVE] That's OK. We're all gonna get there.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me, let me check, just double check. OK, so we verified united through.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Yes ma'am, you know, we are just are supple yeah, supplemental plans, so make sure you send that EOB. Would that be OK?
[CUSTOMER][NEUTRAL] I just write your name down.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEGATIVE] Yes, yes, and very bad.
[CUSTOMER][NEUTRAL] A lot of, a lot of people have UIs, American Pub, that's very very popular.
[AGENT][POSITIVE] Yes, ma'am. Yes, ma'am. We want to keep being popular.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, perfect. OK, let me go to the next one.
[AGENT][POSITIVE] OK, take your time, [PII], no problem.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so let's, OK, let me just check the next one and make sure because I spoke with somebody else before I'm like, oh no, I had to call back because I didn't realize the next one was American Public Life too, so let me just double check.
[AGENT][POSITIVE] It's OK, take your time.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, let me make sure.
[CUSTOMER][NEUTRAL] Is this her?
[CUSTOMER][NEUTRAL] What is her name? Let's see here.
[CUSTOMER][NEUTRAL] What's the patient's name? Oh, let me see. Is this her? OK, let me just double check.
[CUSTOMER][NEUTRAL] Um, is there any American public?
[CUSTOMER][POSITIVE] Uh, nope, I think, I think, I think we're good for now.
[AGENT][NEUTRAL] Well, alrighty, [PII], is that all that I can help answer for you today then?
[CUSTOMER][POSITIVE] For now, thank you so much.
[AGENT][POSITIVE] Oh, yes, ma'am. You have a great rest of your day, [PII]. Thanks for calling AP. Yes, ma'am. Alrighty, bye-bye, [PII].
[CUSTOMER][NEUTRAL] You too, bye bye. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.