AccountId: 011433970860
ContactId: fc3519a9-9228-47cb-afc7-3b7eb7ae2686
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176500 ms
Total Talk Time (AGENT): 62660 ms
Total Talk Time (CUSTOMER): 56053 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/fc3519a9-9228-47cb-afc7-3b7eb7ae2686_20250114T18:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, I'm calling from a provider's office. I was calling in regards to a patient's benefits. I got transferred over to [PII], um, because I guess you guys contract through them, um, or whatnot, and I was asking them for a breakdown and they sent me back to you guys.
[AGENT][NEUTRAL] OK, I can help you with that. What was the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, um, the policy number is 02583324.
[AGENT][NEUTRAL] OK, and your patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let me pull that up real quick.
[AGENT][NEUTRAL] OK, and [PII], can I get a good phone, phone number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII], and that's a direct line.
[AGENT][NEUTRAL] OK, and you're calling on benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I will need to get you with our benefits department um and they can help you with that. Uh, is there anything else I can help you with in customer service before I transfer you?
[CUSTOMER][NEUTRAL] No ma'am that's all.
[AGENT][POSITIVE] OK, well thank you for calling APL Jada, and you have a great day and hold and I'll connect you.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] ring
[AGENT][NEUTRAL] Uh
[CUSTOMER][POSITIVE] This is easy.
[AGENT][NEUTRAL] Hi Ay, this is London customer services. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you doing, [PII]?
[AGENT][NEUTRAL] I'm good. Um, I have a provider on the phone, uh, calling for a breakdown of benefits.
[CUSTOMER][NEUTRAL] OK. And the policy number?
[AGENT][NEUTRAL] 258-3324.
[CUSTOMER][NEUTRAL] OK. For [PII].
[AGENT][NEUTRAL] Uh-huh. [PII]. And I verify the date of birth.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, you can send him over.
[AGENT][NEUTRAL] OK, and her name is [PII] on the phone.
[CUSTOMER][POSITIVE] I. All righty. Thank you.
[AGENT][POSITIVE] Yeah, alright, thank you, she's a provider.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you want her callback number just in case, or?
[CUSTOMER][NEUTRAL] Is it the one in the system? Well, what is it?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], and that's a direct line.
[CUSTOMER][POSITIVE] OK, got it. Thank you.
[AGENT][POSITIVE] All right, thank you, and here she is.
[CUSTOMER][NEUTRAL] Mm OK, thanks.
[CUSTOMER][POSITIVE] Thank you for calling APS