AccountId: 011433970860
ContactId: ff72015b-4927-46b0-9a1c-6147150462d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 578820 ms
Total Talk Time (AGENT): 175520 ms
Total Talk Time (CUSTOMER): 278874 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/ff72015b-4927-46b0-9a1c-6147150462d5_20250604T16:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling you from Rapid Health. How are you today, [PII]?
[AGENT][NEUTRAL] Well, hey, [PII]. I'm good. How are you doing?
[CUSTOMER][POSITIVE] Hey how are you? I'm OK thank you how are you?
[AGENT][POSITIVE] Good.
[AGENT][POSITIVE] Good today.
[CUSTOMER][POSITIVE] Very good. Can you help me, [PII], with 2 members for their eligibility and benefits?
[AGENT][NEUTRAL] Absolutely. Um, can I get your callback number, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] and her date of birth is, hold on one second. OK, it's gonna be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is Ms. [PII]'s policy number?
[CUSTOMER][NEUTRAL] Um, OK, it's 02.
[CUSTOMER][NEUTRAL] 14
[CUSTOMER][NEUTRAL] 5415 ML 8.
[AGENT][NEUTRAL] OK, let me look her up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, Ms. [PII] does have an active policy with us. Uh, her effective date is [PII].
[AGENT][NEUTRAL] And did you need the benefits also?
[CUSTOMER][POSITIVE] OK, yes, so this is for um outpatient benefits. She's covered for all those.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check real quick and just to verify her benefits it's not a guarantee of payment. She does have an outpatient calendar year benefit amount of $8000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK, perfect.
[CUSTOMER][NEUTRAL] OK, hold on one second, hold on 1 2nd.
[AGENT][POSITIVE] OK, sure, go ahead, take your time.
[CUSTOMER][NEUTRAL] Sorry, one second.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK, so perfect. So she does she's covered for that and her group name is uh Nueva IDA USA Inc DBA Inflatable C.
[AGENT][NEUTRAL] Yes, it's inflatable concepts.
[CUSTOMER][NEUTRAL] OK, OK, so will see is fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, and then her group number?
[AGENT][NEUTRAL] It's 252-2205.
[CUSTOMER][NEUTRAL] 252-05. OK, let me see one more thing, let me just check something.
[CUSTOMER][NEUTRAL] OK, and her father's the subscriber [PII]?
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, and this is her supplement policy, right, not indemnity?
[AGENT][NEUTRAL] Yes, right.
[CUSTOMER][POSITIVE] OK. Just double checking. OK, perfect. All right.
[CUSTOMER][NEUTRAL] OK, well.
[CUSTOMER][NEUTRAL] OK, let me say something here.
[CUSTOMER][NEUTRAL] What happened here hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see, I'm one of those. I like check 10 times.
[AGENT][NEUTRAL] Yes, I do that too, because when it leaves you, somebody might get it.
[AGENT][NEGATIVE] If you messed up then it comes back on you.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEGATIVE] Oh yeah, and we don't want that. I don't want that.
[AGENT][NEGATIVE] No, no.
[CUSTOMER][POSITIVE] I say wake up and get 100% every day.
[CUSTOMER][NEUTRAL] OK, OK, OK, I try, we try. OK, perfect. And then your [PII], OK, [PII], right?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yep, and what was your name?
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][NEUTRAL] I am, um, I try to remember and then your name and today's date which is oh it's can't, I can't believe it's the beginning of June already. Time goes by so fast.
[AGENT][NEUTRAL] It does. I know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, and I was thinking just last night, I was thinking we're already halfway through [PII].
[CUSTOMER][NEUTRAL] That is crazy.
[CUSTOMER][NEGATIVE] Siamese to slow down.
[AGENT][NEUTRAL] I know, it seems like I just.
[AGENT][NEUTRAL] Right, it seems like I just got used to writing [PII] instead of [PII].
[CUSTOMER][NEUTRAL] Funny. OK, we spoke.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And I do all the time too. I put the wrong day and it's like, what day is it?
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] OK, from APO.
[CUSTOMER][NEUTRAL] Verifying patient medical.
[CUSTOMER][POSITIVE] Sub policy, right? It's a medical sub policy perfect.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright perfect and let me say this one we go on to the next one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just let me know when you're ready. I'm ready when.
[CUSTOMER][NEUTRAL] So are you, are you guys, are you guys East Coast? What are you guys East Coast, West Coast?
[AGENT][NEUTRAL] I'm in uh [PII].
[CUSTOMER][NEUTRAL] American phone.
[CUSTOMER][NEUTRAL] Oh my.
[AGENT][NEUTRAL] Yeah, our, um.
[CUSTOMER][NEUTRAL] Yeah, you like it you like it over there?
[AGENT][POSITIVE] I it's uh very laid back and quiet where I live, so it's, it's just peaceful.
[CUSTOMER][NEUTRAL] Ah, very good. Oh, OK, so it looks like the next one in [PII] is just always busy.
[AGENT][NEUTRAL] Yes, I, I.
[CUSTOMER][NEUTRAL] Something to do on the go.
[AGENT][POSITIVE] I moved here from [PII], so I had the busy life and I just really love this peaceful, quiet life I have now.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I just, I'm just, I'm always used to be on the go. I don't like saying no. I, I, I don't like, you know, I always like to keep to keep busy.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. So now it looks like it's for the sun now. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's like, so now it looks like it's for the sun. So let me see, the sun is [PII], so the sun is, I, I guess, yes, the sun 2145415 ML 8.
[AGENT][NEUTRAL] OK, and what is the sun?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That's correct. And then what's the son's name?
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Yes, and he has the same effective [PII] and his benefits will be the same also.
[CUSTOMER][NEGATIVE] OK, hold on one second. Now the system doesn't like me because now it's going very slow. OK, one second. Why is everything moving so slow? OK 1 2nd.
[AGENT][POSITIVE] OK, take your time.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] The [PII], how fun.
[AGENT][NEUTRAL] Yeah, it's um there's always something to do always.
[CUSTOMER][NEUTRAL] OK, so let me, yeah, I just.
[CUSTOMER][NEUTRAL] I don't know. I don't know if I I don't know if I could.
[CUSTOMER][NEUTRAL] So some other people are nicer over there.
[AGENT][POSITIVE] Yes, I did notice that and when my mom comes to visit from [PII], she said that she really notices that she might be a little snob. She said I might be a snob compared to people out here. They're nice.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah, because I don't know people down in [PII], they're not always the friendliest.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Let me see, I'm just checking one more thing. Why is see everything is just like frozen.
[CUSTOMER][NEUTRAL] I don't know. OK, let me see and then one.
[CUSTOMER][NEUTRAL] 131.
[CUSTOMER][NEUTRAL] 22, let's see.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Child
[CUSTOMER][NEUTRAL] Alright, OK, so it's the same, right, same thing, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right, perfect. Alright, we're all we're all set. Thanks, [PII]. I appreciate your your help.
[AGENT][POSITIVE] You're welcome, [PII]. I hope you have a good rest of your day. I enjoyed talking to you again.
[CUSTOMER][POSITIVE] Thanks you too. Oh you too alright bye bye.
[AGENT][POSITIVE] All right, we'll talk to you later.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.