AccountId: 011433970860
ContactId: 1fffd111-c792-424d-9a7a-dc54512ce7a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240000 ms
Total Talk Time (AGENT): 110921 ms
Total Talk Time (CUSTOMER): 80969 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/1fffd111-c792-424d-9a7a-dc54512ce7a3_20250113T16:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey, good morning. How you doing?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][POSITIVE] I'm doing pretty good. Yes, ma'am. I was calling because my son, he um has insurance with you all, and I was calling, I was trying to get the name of the primary care doctor that you all have on file.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, we don't usually keep record of things like that, um, as the insurance that we offer is either going to be supplemental, um, or it's going to be like a limited indemnity medical plan.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But I could still get his policy pulled up and we could take a look.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, what was your name?
[CUSTOMER][NEUTRAL] Um, it's the policy is on his dad's name, [PII].
[AGENT][NEUTRAL] What was that? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And then what was your name? I'm sorry, just so I know who I'm talking to.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] All right and uh what was your son's name?
[CUSTOMER][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], are you listed under the policy, do you know?
[CUSTOMER][NEUTRAL] No, ma'am, I'm not.
[AGENT][NEUTRAL] OK, um, is [PII] or [PII] available that I could speak with them?
[CUSTOMER][NEUTRAL] Um, no, [PII]'s at school and [PII] at work.
[AGENT][NEUTRAL] OK, so I wouldn't be able to disclose any information um regarding the uh account or policy if you aren't listed without getting permission from them.
[AGENT][NEUTRAL] But I can still get it pulled up and make a note and if either one of them are able to call back and give us permission to speak with you then we can.
[CUSTOMER][NEUTRAL] Oh, OK. All right.
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am, I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is um
[CUSTOMER][NEUTRAL] It's 01288297.
[AGENT][NEUTRAL] OK, and then can I get a good call back number from you, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Alright appreciate it. OK and then can you verify, um, you could just verify [PII]'s information, um, do you have his date of birth?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[AGENT][NEUTRAL] Thank you um and then are you able to verify the mailing address that we've got on file for him?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] I've got a different address here.
[AGENT][NEUTRAL] about what it looks like it's in [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is it mine, if it's um [PII].
[AGENT][NEUTRAL] No, ma'am, that's not it either. That's OK. Um, I'll go ahead and still just.
[CUSTOMER][NEUTRAL] OK, well, it must be his dad so but.
[AGENT][NEUTRAL] That's OK. um, alright, so I'll go ahead and just make a note, uh, on the account and as soon as, uh, [PII] or [PII] can give us a call, um, well, [PII] I guess is a little bit young.
[AGENT][NEUTRAL] Um, but if [PII] can give us a call, um, then we can verify that information, um, and get permission to speak with you.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with [PII]?
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Alright, you too.
[AGENT][POSITIVE] Thank you bye bye.