AccountId: 011433970860
ContactId: e9b40f9b-c706-499b-bb9a-04cf66169511
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177729 ms
Total Talk Time (AGENT): 81304 ms
Total Talk Time (CUSTOMER): 67622 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/e9b40f9b-c706-499b-bb9a-04cf66169511_20250106T15:56_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][NEUTRAL] Hey Ms. [PII], I called and spoke with you early on today about and my spouse, which is [PII] because we're trying to find out what is the actual group name, um, the insurance name for the insurance for the health and, um, the vision.
[CUSTOMER][NEGATIVE] Because it and the the number that you put us through they is actually not answering the phone.
[CUSTOMER][NEUTRAL] So I was just wondering um and I left a voicemail because we really need to get to know what um insurance carrier is it is it like Blue Cross Horizon so we're trying to figure out who is who so we can be able to make his appointment.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] OK, let me go ahead and give you their phone number. I'm gonna transfer you back to her and ask the um representative that answers the phone to please provide that information for you. Let me give you their number that way you can always call back. It's [PII].
[CUSTOMER][NEUTRAL] OK. What's the number?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and I tell you what, instead of me um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Transferring you and telling her what you need. I'm gonna go ahead and just directly transfer you to her so you can talk to her and tell her please don't know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That you need that information now maybe maybe she can provide that for you without transferring you to another department.
[AGENT][NEGATIVE] Maybe that would work better.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I hate to not do a warm transfer, but that might, that might get you your answer.
[CUSTOMER][POSITIVE] Yeah, thank you.
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][NEUTRAL] And I, I want you to be able to, to have your information. But so let me transfer you back to them and hopefully they will give you that information needed. And I'm, I'm so sorry. I can only give you the dental and disability that we have, so.
[AGENT][NEUTRAL] But if you'll give me just one moment and I'll transfer you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Thank you. I hope Mr. [PII] gets to feeling better soon. One moment.
[CUSTOMER][POSITIVE] Thank you. Mhm.
[CUSTOMER][NEUTRAL] [PII] to [PII].
[CUSTOMER][NEUTRAL] Hi, yes, I was calling because is there any way possible that you can tell me the actually insurance carrier that I have with you guys for my health insurance?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK. What's the first and last name?
[CUSTOMER][NEUTRAL] [PII]