AccountId: 011433970860
ContactId: f3691133-5ea2-462f-be71-e7ffafac9c93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258390 ms
Total Talk Time (AGENT): 92062 ms
Total Talk Time (CUSTOMER): 74002 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/f3691133-5ea2-462f-be71-e7ffafac9c93_20250619T14:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, hey, [PII], good morning. My name is [PII]. I um
[CUSTOMER][NEUTRAL] Oh, you left it off.
[CUSTOMER][NEUTRAL] Uh, I'm an, um, a patient, another agent today. I am calling to check, um, to see if Quest Diagnostic covers my, um, blood work.
[AGENT][NEUTRAL] OK, so I'm gonna have to get you to the claims department. Do you have a policy number?
[CUSTOMER][NEUTRAL] Let me check that for me?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, what's your policy number?
[CUSTOMER][NEUTRAL] The policy number is
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's 01070188.
[AGENT][NEUTRAL] Hold on just a 2nd, 017.
[CUSTOMER][NEUTRAL] 01070188.
[AGENT][NEUTRAL] OK, give me just a second. I'm gonna verify you and then I'm gonna get you over to our claims department and then they can answer that question.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And what is.
[AGENT][NEUTRAL] Hold on just a second let me.
[AGENT][NEUTRAL] And what was your first and last name?
[CUSTOMER][NEUTRAL] [PII]. Last name is [PII] [PII]
[AGENT][NEUTRAL] OK, so wanna make sure that I have.
[AGENT][NEUTRAL] The policy right because that's not pulling up. It's 0107188.
[CUSTOMER][NEUTRAL] 01070188.
[AGENT][NEUTRAL] 70188.
[CUSTOMER][NEUTRAL] That's my certificate number. I also have a group number.
[AGENT][NEUTRAL] There you go.
[AGENT][NEUTRAL] And what's the last of your social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is this a meddling policy?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold and I'm gonna get you over to the claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] and Broker Resources. How are you?
[CUSTOMER][POSITIVE] I'm great, thanks for asking. How are you, May?
[AGENT][NEUTRAL] I'm well, thank you. Um, I have a um insured on the line and they have um some questions about their medlink policy. Um, I've already verified her. Do you mind speaking with her?
[CUSTOMER][NEUTRAL] Sure, what's the policy number?
[AGENT][NEUTRAL] It's 1070188.
[AGENT][NEUTRAL] And the insured's name is [PII]
[CUSTOMER][NEUTRAL] And what was the callback number, [PII]?
[AGENT][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And she's calling to verify benefits eligibility you can send her over.
[AGENT][NEUTRAL] Yeah, I will. I'll introduce you first and then I'll, I'll leave it. Oh, she hung up.
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Yes we've been too long. She'll call back if that will give us a call back.
[AGENT][POSITIVE] Yup. Yeah, she will. Yup, she called back. I just looked at my phone and she's, yeah, you too. Enjoy your day. I hope you have a great one.
[CUSTOMER][POSITIVE] Well, it was a pleasure speaking with you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thanks bye.