AccountId: 011433970860
ContactId: f8d8b4fd-d47d-435a-b238-c424e23f3ac4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263700 ms
Total Talk Time (AGENT): 86486 ms
Total Talk Time (CUSTOMER): 103652 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/f8d8b4fd-d47d-435a-b238-c424e23f3ac4_20250217T22:02_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] May I speak to [PII] in claims?
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Let me see if she's available. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] And Miss [PII], let me have the policy number so I can provide this to Miss [PII] if she's available.
[CUSTOMER][NEUTRAL] It is, I'm looking on here uh 728463.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You need a name?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh, yes, Ms. [PII]. Go ahead with the name.
[CUSTOMER][NEUTRAL] OK, it's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Last name is [PII].
[AGENT][NEUTRAL] OK, Ms. [PII]. And you have uh spoken with [PII] before?
[CUSTOMER][NEUTRAL] I said April.
[CUSTOMER][NEUTRAL] I'm looking for April in claims.
[AGENT][NEUTRAL] You need to
[AGENT][NEUTRAL] April, not [PII].
[CUSTOMER][NEUTRAL] Um, did I say [PII]? I'm sorry. I think I called a while ago and [PII] was who answered. I need April.
[AGENT][NEUTRAL] April. OK, let me see if April is available one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me send her a message. Have you spoken with her before?
[CUSTOMER][NEUTRAL] Yeah, she called me last week.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, um, and you're calling for a provider's office or so I can let her know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On behalf of a policy holder who, who I, my name is on the policy to help this policyholder. I was the writing agent years ago.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let me see if she's available to get the call. One moment.
[CUSTOMER][NEUTRAL] Sure. Mhm.
[AGENT][NEUTRAL] Thanks. OK, yes, let me put you through. OK, one moment.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[AGENT][NEUTRAL] Hi [PII], it's me so. Yeah, I got Miss [PII]. She asked for you directly.
[AGENT][NEUTRAL] Do you remember?
[CUSTOMER][NEUTRAL] Yeah, she was supposed to call me today. Yes, thank you. Did you verify the policy?
[AGENT][POSITIVE] OK. OK. You're welcome. Here she comes.
[AGENT][NEUTRAL] I, I did not verify. She gave me the name. She didn't give me the, the date of birth, but she did give me the name of [PII] and she gave me a callback number, so that's all I got.
[CUSTOMER][NEUTRAL] Did she verify the policy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK. You're welcome. Here she comes.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss [PII]. I got Miss [PII] on the line.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome have a good afternoon.
[CUSTOMER][NEUTRAL] Uh-huh, you too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And, yes.
[CUSTOMER][NEUTRAL] OK, um, could you verify, she said that she did verify with you the name. Um, I do need to verify the date of birth as well. OK, it is [PII].
[CUSTOMER][POSITIVE] Thank you so much for verifying the information. So you're calling back today to give me the CPT code. She, she actually sent the form to me 3 times before we could actually read it, and I have something I can read.
[CUSTOMER][NEUTRAL] Uh, with the code I don't know if you need a copy of that because it's it was sent to me in a text via my phone.
[CUSTOMER][NEUTRAL] But I