AccountId: 011433970860
ContactId: 4020c529-d124-4d9b-82eb-bdd7cb2d5fbe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302299 ms
Total Talk Time (AGENT): 135635 ms
Total Talk Time (CUSTOMER): 149918 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/4020c529-d124-4d9b-82eb-bdd7cb2d5fbe_20250205T16:16_UTC.wav
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[CUSTOMER][NEUTRAL] On it, yeah.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], I'm trying to get my number, darling, and good morning.
[AGENT][POSITIVE] Good morning.
[AGENT][NEUTRAL] And you're trying to get your your policy number, is that correct?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah, I said let me see do do do do do do do, yeah, the benefits certificate number I guess.
[CUSTOMER][NEUTRAL] Basically I gotta go do this this test on Monday and then they told me the insurance don't cover it 270 so I'm trying to get my APL, you know, we got this thing.
[AGENT][NEUTRAL] Yes, sir. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I don't have my APL number on me.
[AGENT][NEUTRAL] OK, I can help you find your policy number, sir. Can I please get your name?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, and then [PII], what is your callback number just in case our call gets disconnected I can call you back.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah you can call me at [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you [PII], and then if you can give me your social security number, that'll pull your policy in for me.
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][POSITIVE] OK, thank you, sir.
[AGENT][NEGATIVE] I'm over here whispering too, and there isn't anybody in here with me.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Well, I'm in a bank, so there's a bunch of people around me right now.
[AGENT][NEUTRAL] Yeah, yeah. I don't blame you. I would whisper also.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right. And then I'll need to verify your policy to make sure um I've got the right one pulled up. Uh can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yeah, [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, sir?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I just got my papers.
[CUSTOMER][NEUTRAL] Well, my address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the the the the the now my email address, I might have put work because I really have an email address. I got [PII].
[AGENT][NEUTRAL] Yes, that's the one.
[CUSTOMER][NEUTRAL] Let me see uh [PII] OK OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And then, um,
[AGENT][NEUTRAL] Can you verify your cell phone number for me, please?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying your policy for me.
[AGENT][POSITIVE] I have the right one.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Are you ready?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, your policy number is 1797919.
[CUSTOMER][NEUTRAL] OK, 1797919, so that's the number that I give to the.
[CUSTOMER][NEUTRAL] The surgery place and that hopefully will cover the amount.
[AGENT][NEUTRAL] Right, and let me give you now they're gonna also gonna want your group number let me give you your group number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 17.
[AGENT][NEUTRAL] 675.
[CUSTOMER][NEUTRAL] OK, 17675, very good. I'm looking at my coworker's number. It starts with the 0 the 1797919.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And then there's letters after that. Do I have to say any
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] Do I have to say the letters or no?
[AGENT][NEUTRAL] You don't have to because the letters what those mean on those cards you'll see the inpatient or outpatient certificate number and that ML8 or that ML71 and you'll notice the um policy number is the same but it just has an ML8 or ML7.1 stands for inpatient one stands for outpatient in our system we have it just under the 1797919 number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Very good and I don't have to say the 0 in front.
[AGENT][NEUTRAL] You can, you can if you want to.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Alright darling, well I think we're done. That's all I need to say nothing else, right?
[AGENT][POSITIVE] That's right.
[CUSTOMER][POSITIVE] Alright sweetheart, thank you for helping me.
[AGENT][POSITIVE] You're welcome, [PII]. I hope you have a blessed day and I hope your surgery goes well for you, sir.
[CUSTOMER][POSITIVE] Thank you, madam, thank you.
[AGENT][POSITIVE] You take care.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][POSITIVE] Bye bye. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Oh