AccountId: 011433970860
ContactId: 41c9db4f-ebcc-40fb-a10b-59d9e6fbcbe0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124949 ms
Total Talk Time (AGENT): 57491 ms
Total Talk Time (CUSTOMER): 69798 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/41c9db4f-ebcc-40fb-a10b-59d9e6fbcbe0_20250108T18:05_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Uh, yes, my husband received um some ID cards and they changed like their dental and medical and different ones, and he didn't know what type of insurance you were. Are you a health care provider or?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so we actually offer a bunch of different um insurance policies, and I could help you identify that if you happen to have like the policy number and I could look it up.
[CUSTOMER][NEUTRAL] I do. It's policy certificate, is that it?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02573088
[AGENT][NEUTRAL] Perfect. And while I'm looking up this policy, do you mind if I also get your name and a good call back number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And my number is [PII].
[CUSTOMER][NEUTRAL] That's my work number and you can just have them page me if I'm not in my office.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You betcha. Perfect. Thank you so much, Ms.
[CUSTOMER][NEUTRAL] Yeah, cause it says this is not a major medical plan, so then he didn't know what it was.
[AGENT][NEUTRAL] No, that's OK, um, so.
[AGENT][NEUTRAL] Alright, Ms. [PII], I was able to pull up that policy. Um, unfortunately, I don't have you listed on it, so I cannot give you any information.
[CUSTOMER][NEUTRAL] Oh, OK, so it's probably not DNL or OK, so I'll just have to have him. How long are y'all open?
[AGENT][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] We're open until [PII] Central time.
[CUSTOMER][NEUTRAL] OK, then I'll just have him call when he gets home to see what time it is then.
[AGENT][POSITIVE] OK, perfect. I'm so sorry I couldn't help you any further today, but I.
[CUSTOMER][NEUTRAL] Alright, oh no, that's fine. I'll just have him to, I'll just have him to tell you or tell whoever that I can be I can call on it because he drives the truck and.
[CUSTOMER][NEUTRAL] I usually do all the calls so.
[AGENT][NEUTRAL] Absolutely have him ask we have an authorization form that will um if he fills out we can have on file that will allow us to speak to you on his behalf, OK?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, that'll be fine.
[AGENT][POSITIVE] Perfect. Thank you. Thank you, Ms. [PII]. You have a wonderful day. My pleasure. Bye-bye.
[CUSTOMER][POSITIVE] Alright, thank you. Uh-huh.
[CUSTOMER][NEUTRAL] Mhm bye.