AccountId: 011433970860
ContactId: 08270b71-ddd8-4948-8376-e68a3053ddd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 379429 ms
Total Talk Time (AGENT): 98018 ms
Total Talk Time (CUSTOMER): 101149 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/08270b71-ddd8-4948-8376-e68a3053ddd8_20250530T17:35_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] Um, yes, I was calling, um, regarding my benefits and how does it apply?
[AGENT][NEUTRAL] OK, I can help you with that. Um, can I get your name, please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, and your policy number?
[CUSTOMER][NEUTRAL] Um, I.
[CUSTOMER][NEUTRAL] I have a group number. you have a payer ID.
[AGENT][NEUTRAL] Our policy er number.
[CUSTOMER][NEUTRAL] I'm sorry, what is?
[AGENT][NEUTRAL] A policy er number usually starts with the 02326.
[CUSTOMER][NEUTRAL] No, um, because I thought this was like a gap type of insurance plan.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I have a payer ID and then I have a group number.
[CUSTOMER][NEUTRAL] And hospital benefit certification number, outpatient certification number, and uh-huh.
[AGENT][NEUTRAL] OK. Can I get one of those?
[CUSTOMER][NEUTRAL] Oh, OK. Um, 0, yes, 02569215, M as in mother, L and the number 8.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you and can I get a good call back number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, uh, uh, let me give you my cell number. It's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let me pull that up real quick, hold on.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK, and Ms. [PII], uh, do you mind verifying your date of birth and address for me, please, and email address.
[CUSTOMER][NEUTRAL] Sure, um, date of birth is [PII], and my address is [PII]. And what was the next question, the next one?
[AGENT][NEUTRAL] OK, well, I don't show that we have an email address. uh, do, would you like to put one on file with us?
[CUSTOMER][NEUTRAL] Oh, my email?
[CUSTOMER][NEUTRAL] Um, yes, it's the, um, it's the letter [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]. OK, I've got that added for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and you were calling to to see how your policy works and the benefits and everything?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, if you don't mind, I'll I'll need to put you on hold for just a moment and connect you with somebody in our benefits department and they can go over all those benefits with you. Is there anything else I can help you with in customer service before I transfer you?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh, no, that'll be it.
[AGENT][POSITIVE] OK, well thank you for calling APL. You have a wonderful weekend, Miss [PII], and hold on just a moment.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in customer services. How, how are you?
[CUSTOMER][POSITIVE] I'm good. How are you doing?
[AGENT][POSITIVE] I'm good. I have an insured on the phone that's calling for her benefits and how it works.
[CUSTOMER][NEUTRAL] Oh, OK. And may I have the policy number?
[AGENT][NEUTRAL] The policy number is 256-69215.
[AGENT][NEUTRAL] Wait. 256-9215. I'm sorry.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] And um her name?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And she's been verified?
[AGENT][NEUTRAL] She has and uh I've got a callback number of [PII].
[AGENT][NEUTRAL] [PII], that's her cell phone number.
[CUSTOMER][NEUTRAL] OK, you can send it through.
[AGENT][POSITIVE] All right, thank you [PII]. Have a good day.
[CUSTOMER][POSITIVE] You're welcome have a good weekend you too.
[AGENT][POSITIVE] Alright thanks bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Hello, hello?