AccountId: 011433970860
ContactId: 171f4a45-817a-4894-86fe-c4d826d80953
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258760 ms
Total Talk Time (AGENT): 71327 ms
Total Talk Time (CUSTOMER): 103258 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/171f4a45-817a-4894-86fe-c4d826d80953_20250327T14:22_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. I have a question. Um, I'm taking my stepdaughter to a, uh, therapist, and they say, they said that they didn't accept, um,
[CUSTOMER][NEUTRAL] The APL, but I think it's because that they, they don't wanna uh.
[CUSTOMER][NEUTRAL] They don't wanna do the paperwork. Would, would you be so kind to check if APL covers anything?
[CUSTOMER][NEUTRAL] For me.
[AGENT][NEUTRAL] OK, and may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [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] Yes, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 02312571.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] And I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The policy is under [PII].
[AGENT][NEUTRAL] And you are too.
[CUSTOMER][NEUTRAL] And it's for his time.
[CUSTOMER][NEUTRAL] I'm his fiancee.
[CUSTOMER][NEUTRAL] If you need me to call him so he could give me permission, I could.
[AGENT][NEUTRAL] Yes, ma'am. I have to get permission from him.
[CUSTOMER][NEUTRAL] Not a problem. Let me, uh, let me call. Just a moment, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How do I do this? hide keypad.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Ma'am, he's on the phone right now.
[AGENT][NEUTRAL] Yes, sir. I have to have your permission to speak to her on your policy since she's not on here.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] To my, yes, yes, she has a full permission. She's my girlfriend.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK, thank you very much. Bye-bye.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And how do you spell your name?
[CUSTOMER][NEUTRAL] OK, let me look for the policy.
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This policy, I can help you with that information. Um, what was his date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the patient is for.
[CUSTOMER][NEUTRAL] Or [PII], huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's her date of birth?
[CUSTOMER][NEUTRAL] Oh my God, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] OK, that's not what we have for her date of birth, but this policy, nothing would be covered because this policy canceled for one of 23, so there's no coverage for her.
[CUSTOMER][NEUTRAL] She's [PII].
[CUSTOMER][NEUTRAL] Are you serious? He doesn't.
[CUSTOMER][NEUTRAL] But is there coverage for him?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Could it be an old card that he has and he gave me the old card?
[AGENT][NEUTRAL] No, ma'am. I look for another policy, but I do not see anything for him.
[CUSTOMER][POSITIVE] OMG. Thank you very much.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you, ma'am.
[CUSTOMER][POSITIVE] That'll be all. Thanks.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.