AccountId: 011433970860
ContactId: 42d8fc8e-0902-4a78-a1a5-189b4ca6feb4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137380 ms
Total Talk Time (AGENT): 48496 ms
Total Talk Time (CUSTOMER): 65301 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/42d8fc8e-0902-4a78-a1a5-189b4ca6feb4_20250611T14:32_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, um, I have a question. I just talked to somebody um a couple of minutes ago and um.
[CUSTOMER][NEUTRAL] I have a patient in the office and when she pulled up the, the um thing it said that she only the husband was covered but it says on her insurance card that it's the employee and the spouse so I just need confirmation that it's both.
[AGENT][NEUTRAL] OK, um, what is your name and the policy number, please?
[CUSTOMER][NEUTRAL] Uh, my name's [PII] and the policy number is 02623571.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is gonna be um hang on let me pull this up.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] What's the policyholder's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Well, I do show a couple's policy, but I don't show her name as being under the policy, so he would need to contact his employer.
[AGENT][NEUTRAL] Or actually contact benefits in a card.
[CUSTOMER][NEUTRAL] OK, OK, even though.
[CUSTOMER][NEUTRAL] OK, even though she has a card that says employee and spouse coverage?
[AGENT][NEUTRAL] Yes, ma'am, I still don't show her name or date of birth or information in our system, so he would need a contact benefits in a card.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, OK, so the number on the, the call the number I'm calling.
[AGENT][NEUTRAL] This is APL.
[CUSTOMER][NEUTRAL] Is the one that he needs, I know the one here I'm calling is the one he needs to call to change that.
[AGENT][NEUTRAL] No ma'am, he needs to contact benefits and a card and I give you their phone number if you wanna give that to him.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Yes ma'am, thank you for calling APL have a great day.