AccountId: 011433970860
ContactId: da245266-9151-4718-934a-a7b367000683
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337920 ms
Total Talk Time (AGENT): 107220 ms
Total Talk Time (CUSTOMER): 234636 ms
Interruptions: 8
Overall Sentiment: AGENT=1.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/da245266-9151-4718-934a-a7b367000683_20250110T16:04_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] [PII], [PII], my friend. Happy [PII] to you. How are you? Yes, it's me, [PII].
[AGENT][POSITIVE] [PII], I'm good. How are you?
[AGENT][POSITIVE] Happy [PII]
[CUSTOMER][NEUTRAL] How are you, my friend?
[AGENT][POSITIVE] I am doing well, just blessed every day.
[AGENT][NEUTRAL] How are you?
[CUSTOMER][POSITIVE] Yes, praise God. Praise God. Yes, I'm doing good, blessed, you know. Thank God. I wake up to see another day and I thank God for each day he's given to me.
[AGENT][NEUTRAL] Yes
[AGENT][POSITIVE] Absolutely. Thankfully blessed.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, my friend. Yes, OK, OK, my friend. Welcome to the [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I know. Here we go. Whatever comes our way, we're just gonna be OK.
[CUSTOMER][NEUTRAL] Here we go again.
[CUSTOMER][POSITIVE] Yes, it is, it is, it is, trusting in God. OK, my friend, I was calling. Yes, yes, that's all we can do, my friend. So much happening, that's all we can do.
[AGENT][NEUTRAL] Mhm. That's the only way I can make it.
[AGENT][NEUTRAL] Oh my gosh, sometimes I'm stressed, but most, mostly just blessed.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] Yes, yes, yes, that's right, that's right. The same thing on my side, same thing on my side. I'm saying the same thing too.
[AGENT][NEUTRAL] I, I try so hard. Yeah, I try so hard not to be stressed, but dang, it's hard sometimes.
[CUSTOMER][POSITIVE] Yes, it is hard, and God knows that too. He knows that because he's been through all of it, so he knows. But don't worry, we'll get through, we'll get through it, my dear. Yes.
[AGENT][NEUTRAL] Uh, he does.
[AGENT][POSITIVE] Exactly. Isn't that nice?
[AGENT][NEUTRAL] That's right. That's right. What's your, what's your callback number, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sure, sure. It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what's that policy number?
[CUSTOMER][NEUTRAL] OK. Um, one second, one second.
[AGENT][NEUTRAL] And of course, you're fine.
[CUSTOMER][NEUTRAL] Sorry, I'm sorry. I'm just trying to get my cat on the way here. Um, it's 0009889 0, I'm giving it a wrong one. I'm so sorry, one second.
[AGENT][NEUTRAL] Just
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Ah, I have too many patients open up here and I'm giving you the wrong one. OK, APL here it is. [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that name and date of birth.
[CUSTOMER][NEUTRAL] Yes, [PII], it is um [PII], um date of birth [PII].
[AGENT][NEUTRAL] All right. And what can I do to help you with Mr. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, so I have a claim we sent out to you guys uh for [PII], 2024.
[CUSTOMER][NEUTRAL] Um, I didn't see a response from you guys. I'm not sure. 8620.
[AGENT][NEUTRAL] 9 14 2024.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I don't have a claim on file for 2024 for [PII].
[CUSTOMER][NEUTRAL] No, OK, do we, um, [PII], is he still covered with you guys? Let me look at the address field and see.
[AGENT][NEUTRAL] Looks like he was, he dropped on [PII], I'm sorry, let me try that again. 10724.
[CUSTOMER][NEUTRAL] 1010 724, he um.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, so he's active for the data service.
[CUSTOMER][NEUTRAL] Yeah. OK.
[AGENT][NEUTRAL] You want to please?
[CUSTOMER][NEUTRAL] All right. So, um,
[CUSTOMER][NEUTRAL] Yeah, I'm gonna let me try to fax it. If not, I'm just gonna because I'm having problems. They did some changes on our end and they I cannot uh print the claim I can print the EOB, but the claim form, I did, I don't know what's going on. They, they stop us from printing it on this system, so, um, I will go ahead and um.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Where am I here? This one? OK, so let me go ahead and um let me see what's because they say they sent it out to you guys on [PII], I'm sorry, [PII] and again and again [PII], so let's see what's going on here.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Can you see what address they sent it to? Let's just make sure they don't have the old one.
[CUSTOMER][NEUTRAL] What, what is the address? Is it [PII]?
[AGENT][NEUTRAL] Yeah. [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. Yeah, they have the they have the correct address. I don't know what's going on. Sometimes our system doesn't populate the claims to go out if it's a secondary. I don't know why. So, um, I'm gonna go ahead and request it again, um, [PII] and then hopefully we'll see, we'll get it to you guys this time. Thank you so much again.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Always a pleasure. I'm so glad to talk to you.
[CUSTOMER][POSITIVE] OK. Yeah, you too. You too, my friend. You too, you take care, OK? Nice talking to you and happy [PII] again. OK.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] You too, [PII]. You too. [PII] [PII] to you too, and thank you for calling EPL [PII]. Take care. Say blessed. Bye-bye.
[CUSTOMER][POSITIVE] Thank you so much. Thank you. You're welcome. Thank you. Bye-bye. Bye-bye.