AccountId: 011433970860
ContactId: f3add84a-25a0-42a5-93de-b1925e9ef6fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 403540 ms
Total Talk Time (AGENT): 187519 ms
Total Talk Time (CUSTOMER): 212081 ms
Interruptions: 5
Overall Sentiment: AGENT=2.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/f3add84a-25a0-42a5-93de-b1925e9ef6fa_20250131T15:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], this is [PII] with Alexandria endedonics. I had called earlier for verification of benefits on a patient.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um I still haven't received them so I was just checking back.
[CUSTOMER][NEUTRAL] To see if maybe I could get them resubmitted to me.
[AGENT][POSITIVE] Yeah, I can definitely help you get that faxed back out to you. And um do you mind real quick if I just snag a good callback number and then that policy number?
[CUSTOMER][NEUTRAL] Uh huh, the callback is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And I have [PII].
[AGENT][POSITIVE] Perfect, let me take a look at that for you.
[AGENT][NEUTRAL] And can you verify the first and last name of your insured?
[CUSTOMER][NEUTRAL] It's gonna be [PII] and date of birth is gonna be [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] And what is a fax number I can send that to?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. Thank you so much. And do you want me to make that attention to yourself?
[CUSTOMER][POSITIVE] You you can that'll be good.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, perfect. Is it [PII]?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] Oh, I'm so sorry.
[CUSTOMER][NEUTRAL] Uh uh, no, no, that's OK.
[AGENT][NEUTRAL] All right. And let me go ahead. I'm trying to get that fax worked up for you, my friend.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] You having a good week so far?
[CUSTOMER][POSITIVE] Yes ma'am, I'm glad it's um Friday.
[AGENT][POSITIVE] Friday, yeah. I'm right there with you. Any awesome plans you're doing for the weekend?
[CUSTOMER][POSITIVE] Yay.
[CUSTOMER][POSITIVE] Actually, no, ma'am we're gonna have some pretty decent weather we've not had that in a few weeks here so um just try to get out and enjoy it.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Same, so it's gonna be like in the high 50s this weekend and I am like so excited.
[CUSTOMER][NEUTRAL] Oh gosh, the half 50s.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, I, I like, I'd be froze still, but ours is supposed to be, we're supposed to be like in the high 60s, 70s, and we're like, yes, so where, where are you located?
[AGENT][NEUTRAL] Oh my gosh. OK, I'm feeling the same about the [PII]. I'm in the [PII] area.
[CUSTOMER][POSITIVE] Oh gosh, well, yeah, down here in [PII] we're not used to um those 50 degree days, so yeah, we want sunshine and um warmth.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, that is so funny that my more your call.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Um, I'm like, no, no.
[CUSTOMER][MIXED] That was too funny though when you said the high 50s I'm like oh God that's too cold to me.
[AGENT][POSITIVE] I'm like, yes, I can take my puppy on a walk around the lake, like she's gonna be so happy.
[CUSTOMER][NEUTRAL] And not freeze to death, yeah, because y'all have really been getting pounded with um cold and rain and snow and all the things.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] We really have. It's been like a whirlwind here, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] But it'll be OK.
[CUSTOMER][NEGATIVE] Which we got snow and we thought, you know, it was the apocalypse we didn't know what was gonna happen to us we just everything shut down and we, we were scared to death. We were gonna freeze to death and
[AGENT][NEUTRAL] Oh my gosh. No, it, I heard that it was like, I, and I granted, I've only heard this from people I've talked to who've called from [PII], um, but is that like a lot of people treated it like a snow day, like the post offices closed down and people just like were like sledding on like baking sheets, and it was like a lot of, it was a lot of fun. It was a little scary, but it, I guess people had fun, so.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEGATIVE] Everything shut down
[CUSTOMER][POSITIVE] We actually it wasn't um typically we get justice around here we don't really get snow like the fluffy powdery snow that you can enjoy and this time it was actually like 33 inches of like powdery, um, fluffy stuff so you could actually it was decent to go out and be able to play and.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Build Snowman.
[CUSTOMER][NEUTRAL] Um, the kids enjoyed, yes, the kids enjoyed, I think they got 2 days off school and um it was nice for them, so, but yeah, everything pretty much shut down, yeah, um, especially if you've never experienced it, that is the magic.
[AGENT][POSITIVE] That's the magic of snow.
[AGENT][NEUTRAL] Um, I grew up in [PII], so I'm like.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I really have had a lot of fun in the snow. But since living in [PII] for the last like decade and a half, I don't like it anymore. I don't like the cold. Just give me the warm. I don't wanna do it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Yeah, but you're, you're in a pretty neck of the woods too because [PII] is, is typically very pretty. The couple times that I've been it's very pretty.
[AGENT][POSITIVE] It's gorgeous.
[AGENT][NEUTRAL] Yeah, it's a, I don't know, it's definitely different, like the sky is big. I don't know if that makes sense, but from where I grew up, the sky just goes on forever. And then, can, do you mind if I read this fax back number or fax number back to you real fast before I hit send on it?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I have [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alright, I'm hitting send on that now. Really, I hope it won't be too much longer before you get that. They typically say 5 to 15 minutes. Um, I know that the last one was sent way long ago, but hopefully that just pops right through for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, I thank you very much for taking the time to resend that for me and I really hope you get to enjoy the the pretty this weekend and uh get outside.
[AGENT][POSITIVE] I do. I hope you enjoy the warmth. Absolutely.
[CUSTOMER][POSITIVE] Yeah I am I am all right well I thank you and I hope you have a great weekend.
[AGENT][POSITIVE] You too, take care. Thank you so much.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.
[AGENT][NEUTRAL] Bye-bye.