AccountId: 011433970860
ContactId: efa2c807-ec21-48c6-b9bb-ab250bccdbd3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119849 ms
Total Talk Time (AGENT): 42019 ms
Total Talk Time (CUSTOMER): 75899 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/efa2c807-ec21-48c6-b9bb-ab250bccdbd3_20250326T20:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey [PII], it's [PII], heck of a nice guy. How's it going today?
[AGENT][POSITIVE] Hey, I'm doing good, [PII]. How are you doing today, sir?
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][POSITIVE] As an old friend used to say, truly wonderful. I'm doing really good.
[AGENT][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Hey, uh, [PII], let me give you my call back number [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh I just need to check if a claim is in process. It's a policy number and tell me when you're ready.
[AGENT][POSITIVE] Yes, sir. I'm ready.
[CUSTOMER][NEUTRAL] 258-0009
[AGENT][NEUTRAL] OK, let me pull that
[CUSTOMER][NEUTRAL] His name is, uh, out of respect, Principal [PII].
[AGENT][NEUTRAL] Principal [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][NEUTRAL] OK, I've got him pulled up right here.
[CUSTOMER][NEUTRAL] Young guy.
[AGENT][NEUTRAL] And what is the date of service?
[CUSTOMER][NEUTRAL] Do you show anything?
[CUSTOMER][NEUTRAL] Uh, [PII] of this year, do you show anything, uh, either for Miami Shores, Miami Shores urgent care or MD now, uh, for [PII] to see if they processed anything for this guy?
[AGENT][NEUTRAL] OK, let me
[AGENT][NEUTRAL] Uh, let me check real quick.
[AGENT][NEUTRAL] I do not see.
[AGENT][NEUTRAL] Any claims for uh thank you for [PII] at this time that have been submitted.
[CUSTOMER][POSITIVE] Oh bless you
[CUSTOMER][NEUTRAL] Yeah, I don't think so.
[CUSTOMER][NEGATIVE] Yeah, yeah, these providers are so lazy down here. OK, alright, no problem. Well, there's 7.5 million people, so if they piss off a couple, they're not hurting for business, believe me.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Exactly, I understand what you're saying.
[CUSTOMER][POSITIVE] So right, yeah, OK, alright, thanks so much.
[AGENT][POSITIVE] You're welcome, [PII]. You have a good rest of your day.
[CUSTOMER][POSITIVE] And you'll be good. Alright, you too, thank you, ma'am. Alright, bye bye bye.
[AGENT][POSITIVE] Alright, thanks for calling APL. Bye-bye.