AccountId: 011433970860
ContactId: 42f36ae0-cd24-4c9b-aab3-967c8c8e77cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208570 ms
Total Talk Time (AGENT): 93367 ms
Total Talk Time (CUSTOMER): 58262 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/42f36ae0-cd24-4c9b-aab3-967c8c8e77cc_20250129T22:47_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] Yes, two things. Um, does this, my membership, does this coverage cover prescription medication and the sensors?
[AGENT][NEUTRAL] OK, yeah, do you have your policy number and I can look at your policy and see what that coverage is for you?
[CUSTOMER][NEUTRAL] Yeah, you mean the group number, right?
[AGENT][NEUTRAL] Um, it might say member ID or policy number or even inpatient or outpatient number.
[CUSTOMER][NEUTRAL] 2222, 0 no, yeah, 223.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 92.
[AGENT][NEUTRAL] 223 you said 9 what?
[CUSTOMER][NEUTRAL] 2
[AGENT][NEUTRAL] 22392.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] And what is your first and last name, sir?
[CUSTOMER][NEGATIVE] And the [PII].
[AGENT][NEUTRAL] OK, and can you spell your last name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, I.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] All right. And um would you be able to verify for me, please, your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Wonderful, sir. And I do just have like a couple other pieces of information I need to verify before I can give you details on the policy. Um, the other information would be just your mailing address, email, and phone number.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] All that before you can give me the information.
[AGENT][NEUTRAL] Yes, I'm sorry. It's just uh to verify that I'm not giving your policy information out to somebody who isn't you.
[CUSTOMER][NEUTRAL] OK, one at a time. What do you need?
[AGENT][NEUTRAL] Um, the mailing address first if you can, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and then the email please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful and lastly it's just that phone number on file, my friend.
[CUSTOMER][NEUTRAL] The what?
[AGENT][NEUTRAL] The phone number on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you so much for going through that verification process with me. So I am looking at this policy and this policy will not help pick up on the cost of prescription medications, um, but it is your secondary to your major medical. It does pick up for like inpatient and outpatient visits, um.
[CUSTOMER][NEUTRAL] I don't know what I had.
[AGENT][POSITIVE] And I can give you more detail on that if you're needing or I know you said you had another question so I can help you with the other questions as well.
[CUSTOMER][NEGATIVE] No thank you.