AccountId: 011433970860
ContactId: 36db446a-130b-43ea-8002-0d7ffc0e93d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348549 ms
Total Talk Time (AGENT): 116159 ms
Total Talk Time (CUSTOMER): 112976 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/36db446a-130b-43ea-8002-0d7ffc0e93d1_20250211T14:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, at, uh, a provider location right now and they said they don't accept the card, um, but I searched on the, the provider list and they said they do accept it so they they want uh like additional information to help them figure out why.
[AGENT][NEUTRAL] OK. Um, are they needing to verify your benefits or?
[CUSTOMER][NEUTRAL] Yeah, I believe so, um, it's at the.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yeah, do you want the location or not?
[AGENT][NEUTRAL] Um, let me pull up your policy first. Uh, what was your name?
[CUSTOMER][NEUTRAL] To make sure.
[CUSTOMER][POSITIVE] OK, even better.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, Mr. [PII], just in case we get disconnected, what's a good call back number for you today?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, it's
[CUSTOMER][NEUTRAL] 02451054.
[AGENT][NEUTRAL] Alright, give me just a second, let me pull up your policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. Can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yeah, it's [PII], I mean sorry uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and what's the zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You already gave me your phone number, so the last thing I need you to verify is your email address.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] Alright, Mr. [PII], thank you so much for verifying all that information for me. Now let me take a look, just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so, so you went in and they're saying that they don't take, they don't accept that insurance?
[CUSTOMER][NEUTRAL] Uh, they can't find like the information correctly, the member ID, but they were looking it up with the the plan I have doesn't work with their provider.
[AGENT][NEUTRAL] OK, alright, so hold on just a minute, Mr. [PII]. I'm gonna get you with our benefits department.
[AGENT][NEUTRAL] Um, is there anything else I can do for you before I transfer?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, hold on just a moment for me, OK? Thank you so much for choosing APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] For calling APL. This is [PII]. How may I assist you?
[AGENT][POSITIVE] Hi, [PII]. This is [PII] and customer service. How are you doing today?
[CUSTOMER][NEUTRAL] M
[CUSTOMER][NEUTRAL] Your phone sound like a you make you sound like a robot.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] There something else. See, I can't even hear you. Just the, the robotic sound.
[AGENT][NEUTRAL] Hold on.
[AGENT][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] OK, I just reset my headset. Is that better?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Well, he didn't say anything to me about me sounding weird and I was having trouble kinda understanding him. It sounded like he was mumbling into the speaker, um.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So I have a cus um a member on the line and
[CUSTOMER][NEUTRAL] It's doing it again. What's the policy number cause your phone is doing that same stuff again.
[AGENT][NEUTRAL] Oh no, uh, 245.
[AGENT][NEUTRAL] 10.
[CUSTOMER][NEUTRAL] Uh, uh, what is
[AGENT][NEUTRAL] 54.
[CUSTOMER][NEUTRAL] So I heard the 245. I'm not sure if you can hear me, but I did hear 245, and after that, I didn't hear what you said.
[AGENT][NEUTRAL] 10
[AGENT][NEUTRAL] 54.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And this is the members on the phone memory?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And he's calling to verify his benefits?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right, did you verify all this information?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] You can send him over. Thank you, have a good one.
[AGENT][POSITIVE] OK, thank you. You too.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?