AccountId: 011433970860
ContactId: efe72500-d579-415b-bed5-7d5c9629a892
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242860 ms
Total Talk Time (AGENT): 36658 ms
Total Talk Time (CUSTOMER): 71981 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/efe72500-d579-415b-bed5-7d5c9629a892_20250311T21:05_UTC.wav
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[AGENT][POSITIVE] Good morning, uh, good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey [PII], uh, my name is [PII]. I just received a call from [PII]. She said to call her back and I could ask for her in the cancer department. Mm, I had submitted a claim. She said she wanted to tell me exactly what I needed because all the paperwork that you guys are sending me told me that you need an EOB, which I sent, but I guess she doesn't need an EOB.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and do you have your policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Oh well I do but not right in front of me because I'm on my phone.
[CUSTOMER][NEUTRAL] Let me look real quick.
[CUSTOMER][NEUTRAL] Sorry, I have to move to another.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have to get online here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 217-074-9.
[AGENT][NEUTRAL] OK, and you say you want to speak to Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah, she just called me like 2 seconds ago, I was in the shower.
[AGENT][NEUTRAL] OK, uh, let me see if she's available. Give me one quick moment, please.
[CUSTOMER][POSITIVE] Thank you, thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello. Hello. Thank you for calling ATO. Hey.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hey
[AGENT][NEUTRAL] Sorry, I'm feeling a little slow. I think I might need another cup of coffee.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] OK, that's OK. I was feeling like that earlier.
[AGENT][NEUTRAL] Girl, I need a nap.
[CUSTOMER][NEUTRAL] I know me too. It's the time change. We don't talk about though because it's.
[AGENT][NEGATIVE] Yeah, my son is here and he just won't let me sleep.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so you got Ms. [PII] for me? OK.
[AGENT][NEUTRAL] Yeah, she gave me a policy number, but I could not. OK, good deal.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][POSITIVE] I got it. I got it up. I have it.
[CUSTOMER][POSITIVE] Alrighty we'll go ahead and send her over. You have a good one, OK?
[AGENT][POSITIVE] Thank you, ma'am. You too. Bye.
[CUSTOMER][POSITIVE] All right thanks bye bye.