AccountId: 011433970860
ContactId: 101a982b-e4fc-4b71-91a1-e9e6618e87b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219839 ms
Total Talk Time (AGENT): 41530 ms
Total Talk Time (CUSTOMER): 135249 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/101a982b-e4fc-4b71-91a1-e9e6618e87b9_20250127T16:36_UTC.wav
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[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi there, is there a [PII] there?
[AGENT][NEUTRAL] Um, yes, sir.
[CUSTOMER][NEUTRAL] She, I mean, I can probably talk to anybody. She just left her name, but if maybe I can ask you maybe.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Now what it is I'm on a limited coverage plan.
[CUSTOMER][NEUTRAL] And I'm just um I was gonna ask some questions about that um I just have a group number employee ID number on this card they gave me.
[AGENT][NEUTRAL] OK, do you have a social security number? I can look it up by that.
[CUSTOMER][NEUTRAL] Yeah, yeah, the number [PII].
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I could not pull up the social. What was your name again? I'm sorry, [PII].
[CUSTOMER][NEUTRAL] Uh, [PII], yes.
[AGENT][NEUTRAL] And you said you had a copy of your card?
[CUSTOMER][NEGATIVE] Well, they have a little plastic card they gave me and it's got all the info on there. This is a limited, you know, you can't do a whole lot with these benefits. It's just uh.
[CUSTOMER][NEUTRAL] You know, has a group number, ID.
[CUSTOMER][NEUTRAL] has like 4 phone numbers on it and I'm just trying to.
[CUSTOMER][NEUTRAL] I was just gonna, let me just ask you and then see what you say.
[CUSTOMER][NEUTRAL] What it is, um, I'm just seeing on this card is like 4 phone numbers and I had called one.
[CUSTOMER][NEUTRAL] And they said there was a Miss [PII] there and I'm just trying to find out what, what.
[CUSTOMER][NEUTRAL] What do y'all do like in your department? Is this um
[CUSTOMER][NEUTRAL] Well, I've just been told like I can't do any doctor visits or anything. I can just get like a physical, and that's about it. So it's just kind of confirming that.
[CUSTOMER][NEUTRAL] Does that
[AGENT][NEUTRAL] It just depends on what type of policy you have. I'd have to find your policy number.
[CUSTOMER][NEUTRAL] Yeah, um, well, I don't wanna bug you too much. I just, I'm just, I had called like I called all these numbers and they're just like, yeah this is just limited you can't do a whole lot and I was just trying to verify that but I guess I'm OK for now. I'm I'm um I'll let you go I I'm OK for now, OK?
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Are you sure?
[CUSTOMER][NEGATIVE] Yeah, cause uh she's told me twice she can't, can't see no doctors. You, this is just a bare minimum plan and I was just trying to verify that, but um I've heard it about twice, so I don't wanna, I don't wanna waste any, any more of your time. I'm OK, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] Thank you, Mr. [PII], for calling APA. You have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK