AccountId: 011433970860
ContactId: d6f6a07f-eea0-4ba1-9732-3f56543105f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177259 ms
Total Talk Time (AGENT): 30014 ms
Total Talk Time (CUSTOMER): 113971 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/d6f6a07f-eea0-4ba1-9732-3f56543105f5_20250617T17:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] in billing. How are you?
[AGENT][POSITIVE] Hey [PII] doing alright how are you?
[CUSTOMER][NEUTRAL] I'm good. Um, I have a [PII]. um, she is, uh, calling regarding a policy, um, that she's on with her husband who's the employee [PII], and, um, I can give you that policy number if you wanna pull it up real quick.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] It's 255-930-4 and um she is calling uh because she has questions about um like what her gap like what her plan covers um and then it's gap.
[AGENT][NEUTRAL] OK, so she's just wanting to check those benefits?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, um, is her callback number the [PII]?
[CUSTOMER][NEUTRAL] Yeah, and she's already verified as well. I've already verified her.
[AGENT][POSITIVE] OK cool I appreciate that um you could go ahead and send her over thank you.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] And if so, are you still there the next day.
[CUSTOMER][NEUTRAL] They were gonna I that whole but like that the the incision was that big because that's how big my gallbladder was.
[CUSTOMER][NEGATIVE] So swollen. The gallbladder was this big. Hi, Ms. [PII]. Are you still there?
[CUSTOMER][NEUTRAL] Yes, I'm still here honey can you hold on a couple of minutes?
[CUSTOMER][POSITIVE] Uh, sure, no problem.
[CUSTOMER][NEUTRAL] And what happened now? Oh.
[CUSTOMER][NEGATIVE] Yeah, the thing went off.
[CUSTOMER][NEGATIVE] hate these things cause they do that.
[CUSTOMER][NEUTRAL] No, what are you doing?
[CUSTOMER][NEUTRAL] Uh, let me see here, hide that.
[CUSTOMER][NEUTRAL] OK, let me put this back in my ear.
[CUSTOMER][NEUTRAL] Oh, come on, OK, alright, honey, can you just wait a couple minutes or do I need to call you back?
[CUSTOMER][NEUTRAL] Um, I have, uh, [PII] with the care team, um, on the line to assist you. Um, did you still want, um, assistance with the gap, um, yeah, I do, but I'm, I'm in front, I'm in front of my, uh, my, uh, doctor right now, uh, and I need, could she call me back in about 10 minutes? Can they do that?
[AGENT][NEUTRAL] Um, I can give you a call back, yeah, that's fine.
[CUSTOMER][NEUTRAL] Yeah, give me a call back about 10-15 minutes and I'll be, I'll be out of the doctor's office and then we can talk.
[AGENT][POSITIVE] OK, sure, sounds good all right.
[CUSTOMER][NEUTRAL] Yeah, because I don't know anything about this plan and I need to figure it out.
[AGENT][POSITIVE] Definitely I can help you out with that. Uh, I'll give you a call back here in about, yeah, uh, about 5 after 1.
[CUSTOMER][POSITIVE] OK, that'll be fine honey.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Thank you, sweetie. Bye-bye.
[AGENT][NEUTRAL] Bye.