AccountId: 011433970860
ContactId: fb39c56f-6aff-4889-a730-35cf4e6dad41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263279 ms
Total Talk Time (AGENT): 110920 ms
Total Talk Time (CUSTOMER): 61399 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/fb39c56f-6aff-4889-a730-35cf4e6dad41_20250116T15:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, I'm calling regarding claim status.
[AGENT][NEUTRAL] Claim status. OK, may I ask who's calling?
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, can you hear me?
[CUSTOMER][NEUTRAL] Yes, I can hear you now.
[AGENT][NEUTRAL] OK, sorry, my phone did something weird and um rang on the wrong wrong wrong way, so I apologize. Um what is your name?
[CUSTOMER][NEUTRAL] Don't worry. Uh, my name is [PII].
[AGENT][NEUTRAL] Can you spell that for me?
[CUSTOMER][NEUTRAL] Sure, [PII]
[AGENT][NEUTRAL] OK, [PII], alright, and what provider are you calling with from?
[CUSTOMER][NEUTRAL] I'm calling from [PII].
[AGENT][NEUTRAL] All right. Do you have the policy number of the person that you're calling in regards to?
[AGENT][NEUTRAL] Do you have the policy number of the person that you're calling in regards to?
[CUSTOMER][NEUTRAL] Um, do you need it?
[CUSTOMER][NEUTRAL] Yeah, do you need the member ID?
[AGENT][NEUTRAL] Yeah, do you have the policy number with us? Yes.
[CUSTOMER][NEUTRAL] OK, it's 02450157, M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] OK, just one second, let me pull that up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] And the name of the person that you're calling in regards to?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right. And date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] Alright, let me get you someone that can verify the the the information. Bear with me just one second, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] Resources. Can you hear me?
[CUSTOMER][NEUTRAL] I can.
[AGENT][NEUTRAL] OK, sorry, my phone rang through my computer so I'm like, oh my goodness. Anyway, I have a person a provider on the line that's needing to verify benefits on this policy. You ready?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's 24502, no, I'm sorry, 2450157.
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] And who are they verifying benefits for?
[CUSTOMER][NEUTRAL] OK, you can send them over. Did they verify everything, or do I need to get this from them?
[AGENT][NEUTRAL] Um, on, on participant number one and the lady.
[AGENT][NEUTRAL] I verify the date of birth. I didn't get to to verify her address or anything, but the person on the phone is, her name is [PII] let me spell it. It's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And she's with the provider. I forgot to ask her for her callback number.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I think this is the [PII] number.
[AGENT][NEUTRAL] Um, hang on.
[AGENT][NEUTRAL] Uh, yeah, [PII].
[CUSTOMER][NEUTRAL] Mhm you can send over I'll be with your sister.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] You're welcome have a good one.
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] I hope it will.
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] Well, hang on a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, is the provider on there?
[CUSTOMER][NEUTRAL] I think he's on the phone.
[CUSTOMER][NEUTRAL] I think she is, I think she just said something.
[AGENT][NEUTRAL] Looked like she was.
[AGENT][POSITIVE] OK. Well, I'm gonna transfer her over. Thank you.
[CUSTOMER][NEUTRAL] Welcome