AccountId: 011433970860
ContactId: 35f49c98-a1c9-411b-b603-a8f9d0772633
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142380 ms
Total Talk Time (AGENT): 70761 ms
Total Talk Time (CUSTOMER): 44170 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/35f49c98-a1c9-411b-b603-a8f9d0772633_20250408T17:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII]. I'm looking to get a description of the benefits that I'm carrying with you.
[AGENT][NEUTRAL] OK, I can help you with your benefits [PII]. Can I please get your callback number, sir, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And then what is your policy number?
[CUSTOMER][NEUTRAL] Policy number is 02456799.
[AGENT][NEUTRAL] OK, and can you repeat that for me one more time, make sure I've got it right, 24567, and then what was the last digits?
[CUSTOMER][NEUTRAL] 99
[AGENT][NEUTRAL] 99 OK let me pull that up real quick.
[AGENT][NEUTRAL] OK [PII], I'm in the need for you to verify your policy for me. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Email should be [PII]. As far as the address, I'm not sure what you have. It should be [PII].
[AGENT][NEUTRAL] OK, I show a different address. Did you move and we need to update it?
[CUSTOMER][NEUTRAL] About [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, that's it.
[CUSTOMER][NEUTRAL] Yeah, that's a, that's a family address, so.
[AGENT][POSITIVE] OK, good. All right.
[CUSTOMER][NEGATIVE] No, no update necessary.
[AGENT][POSITIVE] OK, all right, perfect.
[AGENT][NEUTRAL] Alright, and this is just to verify your benefits. It's not a guarantee of payment. We have a supplemental insurance policy for you. It's billed secondary to your primary. So when you go to the doctor, you'll need to give them both cards, your primary insurance card and this card, um.
[AGENT][POSITIVE] You have, it helps with deductible, co-pay.