AccountId: 011433970860
ContactId: 362ed832-e2af-4f2b-b3ce-2a22f6b81780
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136619 ms
Total Talk Time (AGENT): 49065 ms
Total Talk Time (CUSTOMER): 66338 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/362ed832-e2af-4f2b-b3ce-2a22f6b81780_20250203T13:43_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I, I was wondering if um.
[CUSTOMER][NEUTRAL] Um, I still have this insurance through my spouse's, I mean, you know, job.
[AGENT][NEUTRAL] OK. I can help you. Were you on the policy?
[CUSTOMER][POSITIVE] Yes, I should be
[AGENT][NEUTRAL] OK, what, OK, what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Give me that one more time. [PII], OK, what's the what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] [PII], yes. [PII], oh, the, the payer ID number? Is that OK?
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] I don't have a policy number on the card. All I have is a payer ID.
[AGENT][NEUTRAL] Read what's all on the card. There should be a policy er number on there inpatient and outpatient.
[CUSTOMER][NEUTRAL] Oh, got it. OK, so the inpatient is 024.
[CUSTOMER][NEUTRAL] 19763
[CUSTOMER][NEUTRAL] ML 7 or 8?
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And verify your date of birth for me please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], what's the policyholder's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And the employer's name?
[CUSTOMER][NEUTRAL] [PII]. Oh, the employer, I'm sorry, sorry, 360 Energy Solutions.
[AGENT][NEUTRAL] The employer
[AGENT][NEUTRAL] OK, is he still employed with this company?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I show the policy is active at this time.
[CUSTOMER][NEUTRAL] OK, I still have a card effective on [PII]. Should I have that in a new one?
[CUSTOMER][NEUTRAL] Or is this still a good number?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You know, since you have, you didn't change policy, so the card is the same.
[AGENT][POSITIVE] So that's still a good card.
[CUSTOMER][NEUTRAL] Oh, OK, so
[CUSTOMER][POSITIVE] Good card. Perfect. Thank you so much. And when the, um, OK, no, that'll be all. Thank you so much.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] All right. Anything else, [PII], I can assist with today?
[CUSTOMER][POSITIVE] No, that's all, you've been great.
[AGENT][POSITIVE] OK, alrighty, thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Uh bye bye.