AccountId: 011433970860
ContactId: 1d259d80-adc7-47ec-bbeb-a1bee3ccd6c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172589 ms
Total Talk Time (AGENT): 62160 ms
Total Talk Time (CUSTOMER): 70348 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/1d259d80-adc7-47ec-bbeb-a1bee3ccd6c9_20250327T13:05_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I received a like a payer ID card in the mail and I'm it's something with my work. I'm just not quite sure what this is and I'm trying to understand what this card is for.
[AGENT][NEUTRAL] OK, do you have a callback number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] 02455092
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, and what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] [PII] and then my personal or my work email.
[AGENT][NEUTRAL] Um, whichever one you gave us.
[CUSTOMER][NEUTRAL] My personal is
[CUSTOMER][NEUTRAL] I don't even know that is probably my personal [PII].
[CUSTOMER][NEUTRAL] My work is [PII].
[AGENT][NEUTRAL] Yeah, that's the one we have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, Mrs. [PII]. And you wanted to know what type of policy this is?
[CUSTOMER][NEGATIVE] Your problem.
[CUSTOMER][NEUTRAL] Yes, I'm not quite sure what this card is for that I got in the mail.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date of the policy was [PII], and this is a gap policy. It coordinates with your major medical policy.
[AGENT][NEUTRAL] Whatever your major medical applies to your deductible co-pay or co-insurance, we'll pay up to certain amounts depending on what type of service you get.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, and I guess is this something I think I remember my company mentioning this this is something they do for us. I don't think we pay for this.
[CUSTOMER][NEUTRAL] Are you able to see that on your end or?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] That I'm not sure if they pay for it or they take it out of your check that I'm not sure.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK, OK, no worries. All right, I appreciate it thank you.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Um, no, that's it, thank you.
[AGENT][POSITIVE] Thank you Ms. [PII] for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.