AccountId: 011433970860
ContactId: 069ff8fa-9522-432c-808b-e31c1f9ad595
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 471399 ms
Total Talk Time (AGENT): 119859 ms
Total Talk Time (CUSTOMER): 88694 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/069ff8fa-9522-432c-808b-e31c1f9ad595_20250508T21:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII] and uh I um I'm trying to make sure I have coverage through you. I can't talk with anybody from my company's uh insurance because everything's closed at the moment to find out, but I think it's through you. I just want to confirm it.
[AGENT][NEUTRAL] All right, Mr. [PII], um, just in case we get disconnected, what's a good phone number for you?
[CUSTOMER][NEUTRAL] What do you need from me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and you're calling to see if you have a policy with us?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, um, so you wouldn't have a policy number, correct?
[CUSTOMER][NEUTRAL] I have something. I have something that says policy slash cert number.
[AGENT][NEUTRAL] OK, yes sir, what's that number? Mhm.
[CUSTOMER][NEUTRAL] Is that it?
[CUSTOMER][NEUTRAL] 02324095
[AGENT][NEUTRAL] All right. Give me just a moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what's your last name, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I was able to locate a policy for you. I just need to verify some information.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] What is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you already gave me your phone number, so the last thing I need is your personal email address.
[CUSTOMER][NEUTRAL] It's my first initial [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right. Thank you so much, Mr. [PII], for verifying all that information for me. Let me take a look at your policy.
[AGENT][NEUTRAL] OK. So you do have 3 policies with us. You have a hospital indemnity plan, a short-term disability plan, and a dental plan. Were you calling about the hospital plan?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, well, actually, um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I was calling to find out, do I have, um, will they pay will any policies pay for going to a psychiatrist?
[AGENT][NEUTRAL] Alright, so you need to check the benefits on that?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Um, give me just a second, Mr. [PII]. I'm gonna have to get you over to our care team to look at the benefits for you. Um, was there anything else I could do for you before I transfer you to them?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Nope, that was it I appreciate it.
[AGENT][POSITIVE] No problem, Mr. [PII]. Well, thank you so much for calling APL today and I hope you have a wonderful day. Hold on just a moment for me.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII]. How are you?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] I'm good. I have a caller on the line that's needing to. He has a question about his benefits.
[CUSTOMER][NEUTRAL] OK, do you have the policy number?
[AGENT][NEUTRAL] Yep, it is 232-4095.
[CUSTOMER][NEUTRAL] OK, and he's been verified?
[AGENT][NEUTRAL] Yes, and his callback number is the number that's on the sys that's in his account, um, not the number that's on AWS um and he's specifically asking about um if any of his coverages uh cover psychiatry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I can help him.
[AGENT][POSITIVE] All right. Thank you so much. Here he comes.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hello, this is