AccountId: 011433970860
ContactId: 33ff3aa3-588f-4bfe-b9a2-0052d0ce9dd9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151449 ms
Total Talk Time (AGENT): 28521 ms
Total Talk Time (CUSTOMER): 86328 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/33ff3aa3-588f-4bfe-b9a2-0052d0ce9dd9_20250505T17:00_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I have at least one of the more policies with you from my work insurance.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Just having a hard time getting any details about what they cover a little vague on ADP some have an explanation, so don't.
[CUSTOMER][NEUTRAL] Um, I can't seem to find a written copy for all of them, and the broker is not picking up, so wanted to see if I could get something emailed over to me with my policies and maybe an explanation of how they all tethered together.
[AGENT][NEUTRAL] OK, yeah, let's take a look. Do you have a policy number? I can pull one of them up.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I should here hold on.
[CUSTOMER][NEUTRAL] I have an overall policy that again I feel that all these little sub ones fall under but.
[CUSTOMER][NEUTRAL] Um, would you, you're part of APL, right? Or you are APL?
[AGENT][NEUTRAL] Mhm. Yeah, I, I am at APL. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Group coverage 20563.
[CUSTOMER][NEUTRAL] Group numbers
[CUSTOMER][NEUTRAL] And I got a different payer ID.
[AGENT][NEUTRAL] Do you see anything on there that says like certificate number in hospital, anything?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I got an in hospitals and an outpatient certificate number.
[AGENT][POSITIVE] If you could give me one of those, that would be perfect.
[CUSTOMER][NEUTRAL] OK. I'll give you the in hospital.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 02582282 M like mother L like Larry 7
[AGENT][NEUTRAL] Thank you. And then if I could verify please your date of birth and address.
[CUSTOMER][NEUTRAL] Uh, [PII], 71 [PII]. Give me one second there, insurance hold on the docs in front of me.
[CUSTOMER][NEUTRAL] OK, give me one sec.
[AGENT][NEUTRAL] Mhm.