AccountId: 011433970860
ContactId: e26fbbd8-dcc7-4fba-86f6-124c5171b898
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156619 ms
Total Talk Time (AGENT): 77897 ms
Total Talk Time (CUSTOMER): 89564 ms
Interruptions: 3
Overall Sentiment: AGENT=2.5, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/e26fbbd8-dcc7-4fba-86f6-124c5171b898_20250110T21:57_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], it's [PII] again. How are you doing?
[AGENT][POSITIVE] Well, hi [PII] again. I'm good. How about you?
[CUSTOMER][NEUTRAL] I'm trying to verify another person. I hope they're not terminated for for eligibility for services.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and that callback number is [PII]?
[CUSTOMER][POSITIVE] You got it, yep.
[AGENT][POSITIVE] Perfect. And what is this policy number? Let's see what we can do this time.
[CUSTOMER][NEUTRAL] I hope so. Uh, I have policy number it's 02550860 the letter M as in Mike C as in Charlie and number 7.
[AGENT][POSITIVE] Oh, we're good this time. Good. And what is.
[CUSTOMER][NEUTRAL] Oh good. I don't know how to say that.
[AGENT][NEUTRAL] I was just fixing to say, can you, can you verify the name and date of birth?
[CUSTOMER][NEUTRAL] Sure, uh, XO, I say [PII]. I don't know. I put [PII]. Oh, [PII] is her last name? Exo, how do you say that? So, so true. Why, why do people, why do people give their names? Oh, it's a [PII] child. That's what it was. It was all that smoke.
[AGENT][NEUTRAL] Is it [PII]? Is it for [PII]?
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] So chill.
[AGENT][POSITIVE] That's what it is, so chill.
[CUSTOMER][NEUTRAL] And how you and stuff. Oh, OK, that explains it all right, all right.
[AGENT][NEUTRAL] I just.
[CUSTOMER][NEUTRAL] If she named her, they should've named her [PII], it would have been easier for us, but anyway.
[AGENT][NEGATIVE] Right, they just don't know what they do to us with these names.
[CUSTOMER][NEUTRAL] Ah,
[CUSTOMER][NEUTRAL] They probably looking at a dictionary. OK, go ahead, backwards then.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's right. OK, so for social her policy is active. No reason to know how to say it is because I speak Spanish, um.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And the
[CUSTOMER][NEUTRAL] I'm Spanishing out
[AGENT][NEUTRAL] Well, I see that her policy is active with the effective date of [PII], and this is the secondary policy to the policyholder Major Medical.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Right, Blue Cross, yeah, well, thank you so much. I appreciate it. I have fun with you. You have a lovely week. I know.
[AGENT][POSITIVE] Yeah I did too.
[AGENT][POSITIVE] I hope you do too. Well, you know, we've got to either have a little bit of fun or laugh or something, you know.
[CUSTOMER][POSITIVE] Well, you have a great
[CUSTOMER][POSITIVE] We have to do something with the sad part. Yes, we have to make something funny. Well, you have a great, great evening and enjoy the weekend and again, happy.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] You too.
[AGENT][NEUTRAL] If I don't talk to you again.
[CUSTOMER][POSITIVE] Right. Again, have a wonderful [PII].
[AGENT][POSITIVE] You too, [PII]. It's such a pleasure to assist you today and thank you for calling APL. Have a happy weekend.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you. You too, hon. bye bye.
[AGENT][NEUTRAL] Bye-bye.