AccountId: 011433970860
ContactId: f348544e-e4a0-4077-930d-ddb5300b581e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 785450 ms
Total Talk Time (AGENT): 198886 ms
Total Talk Time (CUSTOMER): 107038 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/f348544e-e4a0-4077-930d-ddb5300b581e_20250520T20:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I was calling because.
[CUSTOMER][NEGATIVE] I, OK, there's gonna be like quite a few claims and every time they come back with not having an EOB.
[CUSTOMER][NEUTRAL] And OK, so my daughter was in the hospital for quite a few days she was admitted, so there's a lot of different claims. So I have this whole stack of EOBs for different days. Can I just send them all to you guys and as I send in bills, you would know that you have the EOB or is that possible?
[AGENT][NEUTRAL] Uh, I will have to check with the claims department on that question. Can I get some information from you first?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] What's your name?
[CUSTOMER][NEUTRAL] Oh wow, it bumped me off. Hold on, let me see. Oh here it is. uh, what's my name? [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, Ms. [PII] and just in case we get disconnected today, what's a good phone number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what is your policy number?
[CUSTOMER][NEUTRAL] OK, it's just the numbers, right? Because the, OK, so 2549424.
[AGENT][NEUTRAL] Alright, give me just a second. Let me get that pulled up and then I'll just need to verify some information.
[CUSTOMER][POSITIVE] Thank you. Cool.
[AGENT][NEUTRAL] All right, Ms. [PII], uh, can you verify, uh, verify your husband's date of birth for me?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK. And his first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And y'all's address?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you already gave me your phone number which is the same number listed on the account so the last thing I need to verify is the email address.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Perfect thank you so much, Ms. [PII], for verifying that information for me um to further assist you with your claims, um, I'm gonna get you over to someone on our care team that can let you know um.
[AGENT][NEUTRAL] At what point you need to send those in or if you can just send them all in because I'm, I'm not sure so I'm gonna get you over to them so that they can help you further, OK?
[CUSTOMER][POSITIVE] OK. Thank you so much. Mhm. Yes, thank you.
[AGENT][POSITIVE] No problem. Was there anything else I could do for you before I transfer you?
[CUSTOMER][NEUTRAL] No, I just don't know how to, yeah, I'm just trying to like as bills come in trying to what's the best way to try to, you know, process them and get them, you know, processed with you guys. Thank you.
[AGENT][POSITIVE] Yes ma'am. I understand. No problem. Well, thank you so much for calling A uh APL today and I hope you have a wonderful rest of your day. Hold on just a moment for me.
[CUSTOMER][POSITIVE] Thank you so much. Mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, I'm still on hold waiting on a care team representative, OK? I'll be right back. Well, somebody will be with you shortly, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You are on
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] M. [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I apologize. I'm still um on hold waiting on a representative uh some of our people are in meetings right now, so that's why it's taking a little longer. Would you like me to send a request for someone to call you back so you don't have to stay on the phone, or would you rather wait?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, that would be great, yes.
[AGENT][NEUTRAL] OK, alright, so I'm gonna put in a request right now for somebody um with the care team to give you a call back OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] All right, perfect. Thank you.
[AGENT][NEUTRAL] All right, Ms. [PII], are you sure there's nothing else I could do for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, that's it. Thank you. I'll wait for their call.
[AGENT][POSITIVE] All right. Well, OK, I apologize again. I'm so sorry.
[CUSTOMER][POSITIVE] It's OK. No problem. That's all right. Thank you.
[AGENT][POSITIVE] Alright well thank you have a wonderful day bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Mhm.