AccountId: 011433970860
ContactId: c9c846e9-cab2-470a-8c80-dd58197ed2c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 333820 ms
Total Talk Time (AGENT): 147939 ms
Total Talk Time (CUSTOMER): 167065 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/c9c846e9-cab2-470a-8c80-dd58197ed2c8_20250127T18:47_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling in from my provider's office. Can you please help me locate your policy, please?
[AGENT][POSITIVE] Yeah, I'd love to help you locate a policy. No worries, [PII]. Do you mind if I quickly snag a good callback number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, sure, it's going to be [PII].
[AGENT][NEUTRAL] Thank you and um do you have the insured social we can search under or we wanting to look under first and last name?
[CUSTOMER][NEUTRAL] Sure, no, no, no, I have her info, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, her social is [PII]. Her name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] pardon me, I do see Ms. [PII] right here and
[AGENT][NEUTRAL] Ms. [PII], are you looking, um, particularly for what sort of for medical, for dental, dental?
[CUSTOMER][NEUTRAL] Cancel.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Perfect. All right, and I do have a policy number I can give you.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I have a look or do you just wanna fax back?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I, I have it. You just asked me for her social so I give you her social.
[AGENT][POSITIVE] Oh, I thought, I'm so sorry. I thought you had asked you needed help finding someone's policy information, so that's why I
[CUSTOMER][NEUTRAL] Oh, I, well, yeah, just to like pop up her policy, sorry.
[AGENT][NEUTRAL] Uh, no, it's OK. I thought you just didn't have like her policy number or something, so I just, I, that was my fault. I'm sorry, Miss [PII], um.
[CUSTOMER][NEUTRAL] No, no, no, you're fine.
[AGENT][NEUTRAL] So what exactly can I give you today?
[CUSTOMER][NEUTRAL] Um, you know what, we had a call to verify, uh, about 2 weeks ago for her policy for this month, but it was weird. She just texted yesterday like, Hey, is my insurance giving you any problems with my coverage, which we didn't reach out to her to let her know that anything was wrong. So now I'm questioning, is there something wrong? So I just wanted to double check if she's eligible, if everything's still the same.
[AGENT][POSITIVE] I'm sure she's current and active with us.
[CUSTOMER][NEUTRAL] Right, OK, alright, good. I just wanted to make sure because I'm like I don't want her to come in tomorrow or we get a denial and we could have prevented it, so.
[AGENT][NEUTRAL] No, yeah, I'm, I'm not showing anything on my side.
[CUSTOMER][POSITIVE] Awesome alright just.
[CUSTOMER][NEUTRAL] OK, sounds great. Can I please have your name? or there's no type of fax back, is there?
[AGENT][NEUTRAL] I, you said I do have a fax back if you'd like it, yes.
[CUSTOMER][POSITIVE] Oh yeah, can you please that'd be great.
[AGENT][NEUTRAL] Let me pull up her um her facts back real quick and.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEGATIVE] Hang tight with me.
[AGENT][POSITIVE] Did you have a great weekend, Ms. [PII]?
[CUSTOMER][NEUTRAL] I did. How was yours?
[AGENT][POSITIVE] I had a wonderful weekend. I got to go see Wicked, and it was amazing.
[CUSTOMER][POSITIVE] Oh nice.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You saw it in theater?
[AGENT][POSITIVE] Yes I did. I am, it was so good like I didn't know it was gonna be a two parter though, so now I have so many questions.
[CUSTOMER][POSITIVE] Oh, that's awesome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh, no way.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, you know what, I, it would, if, if this, this, I mean this musical is a is an actual like it's a Broadway show, right?
[AGENT][NEUTRAL] Yeah, it is. I've never seen the actual musical.
[CUSTOMER][NEUTRAL] Right? So those are usually, those are usually long, so I'm like, OK, makes sense if they're.
[CUSTOMER][NEUTRAL] You know, if it's actually that's a first. They usually squeeze in a movie in a musical, you know, and uh and just a regular, regular time frame, but
[CUSTOMER][POSITIVE] That's funny, a little, a little, what is it called when they give you like a cliff hanger, right?
[AGENT][NEUTRAL] Yes, and I'm like, I don't know. I mean, have you seen the musical or any of it?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, I'm not, I'm not into it. I'm not into it, but I'm not a, I'm not a big musicals person, but my sister is obsessed with it and she's seen the play in person, and then she's seen the movie, she's, um, I don't know if there's a book, I'm pretty she read it, but so she, she like, yeah, right? OK, so she, she's more of a, of a book reader.
[AGENT][POSITIVE] There's a book, yeah, I need to read it.
[CUSTOMER][NEUTRAL] Um, she wasn't too big on the movie, but.
[CUSTOMER][POSITIVE] Of course, everyone was, everyone's completely different, but she, she loves to play, like loves to play.
[AGENT][MIXED] So I definitely like, I like musicals, so I really think I should see the play, um, and I just haven't like, which is my own fault, it's OK, but um.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I just now I have so many questions I want answers and so I I guess I just maybe need to read the book.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, yeah, I'm pretty sure, but that's what that's what they do to keep you, you know, wanting more and then you're not gonna go back.
[AGENT][POSITIVE] Keep you coming, yeah.
[AGENT][POSITIVE] Hey Ms. [PII], I was able to get that fax back all filled out for you, um, but what's a great fax number I can send it to?
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Uh, that's gonna be [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][POSITIVE] Perfect. Alright, I'm gonna send on that right now. It should be coming your way and then is there anything else I can do to take care of you today?
[CUSTOMER][POSITIVE] No, no, no, that was all I needed thank you so much. I appreciate it.
[AGENT][POSITIVE] Hey it's my pleasure thank you and I hope you have a fabulous Monday.
[CUSTOMER][POSITIVE] Thanks so much you too bye bye.
[AGENT][POSITIVE] Thanks, bye bye.