AccountId: 011433970860
ContactId: 2031c693-6c27-446b-bb02-669091d73306
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 519840 ms
Total Talk Time (AGENT): 163843 ms
Total Talk Time (CUSTOMER): 119087 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/2031c693-6c27-446b-bb02-669091d73306_20250416T13:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I was here at the doctor and they're they're charging me an 80 dollarsO fee.
[CUSTOMER][NEUTRAL] And I didn't think I had that my plan was different.
[AGENT][NEUTRAL] OK, sir, what's um your name and your callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, my name is [PII], my call back number is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], thank you for that. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, I just have my card number.
[AGENT][NEUTRAL] OK, card, card number?
[CUSTOMER][NEUTRAL] Car, would that help you?
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] My medical card.
[AGENT][NEUTRAL] Mhm. It does it say APL on the card?
[CUSTOMER][NEUTRAL] Uh, oh yeah, my policy number is 02511325.
[AGENT][NEUTRAL] 132. OK, give me just a moment, Ms. [PII]. I'll look that up, OK?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thank you. OK, so if you could verify your date of birth, address, and email address for me?
[CUSTOMER][NEUTRAL] You know, uh, [PII], uh, number 11277. My address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, I don't know what email I use. I think it's the redeeming truck line [PII].
[AGENT][NEUTRAL] OK thank you Mr. [PII] now I don't have the address that you gave me I have a um another address.
[AGENT][NEUTRAL] Do you
[CUSTOMER][NEUTRAL] Oh, you got the the [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm, no, sir. I got a, looks like a PO box.
[CUSTOMER][NEUTRAL] PO box. Oh, OK. PO box.
[CUSTOMER][NEUTRAL] The PO box uh one.
[CUSTOMER][NEUTRAL] And what is it? [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] It's [PII]. I think it is. OK. I don't, I don't. OK.
[AGENT][POSITIVE] Yes, sir. Thank you.
[AGENT][NEUTRAL] Uh yes, sir. Do you still use that address?
[CUSTOMER][NEUTRAL] Yeah, but I don't remember it on top. I just get my, that's my mail.
[AGENT][NEUTRAL] Oh, OK
[AGENT][NEUTRAL] Yes sir. OK, Mr. [PII], so you were trying to check on your your policy benefits because they're making you pay $80 at the doctor?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, OK, so I'll get somebody, I can help you get somebody that can help you with your benefits part. Um, could I, is it OK if I get you over to that department?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yes. Is that, is that correct? cause they said, they said because it's out of state or something.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I ain't never heard of that.
[AGENT][NEUTRAL] Yeah, me either. Um.
[AGENT][NEUTRAL] Yeah, there is some benefits on here that you know uh they may be looking at or they may have called in about so um I spoke to one of our, you know, representatives about the benefits before they see you. So yeah, if I, if I can get you over to the benefits department so they can help you with that, that part.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and um Mr. [PII], have you um reviewed your policy? We have an online service center where you can review your policy benefits, check claim statuses and everything. Have you signed up for that on our online service center yet?
[CUSTOMER][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] Oh no, ma'am.
[AGENT][NEUTRAL] OK, do you want me to email you that information so that you can get signed up for it?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, I'll do that for you Mr. [PII] is there anything else I can help you with before I get you to benefits?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, I hope you have a good day today and hope for a transfer. Thanks for calling APL. OK, you're welcome. Bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I guess not.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] PL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] Hey, I'm good how are you?
[AGENT][POSITIVE] I'm good. I have Mr. [PII].
[AGENT][NEUTRAL] His policy number is 251.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 1325.
[AGENT][NEUTRAL] And callback number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], and he has the benefits question.
[CUSTOMER][POSITIVE] OK, alrighty, send him there.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, thank you. Bye [PII].