AccountId: 011433970860
ContactId: 438d00b0-041a-40c9-9bc4-fb18708255b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306470 ms
Total Talk Time (AGENT): 78018 ms
Total Talk Time (CUSTOMER): 54674 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/438d00b0-041a-40c9-9bc4-fb18708255b3_20250103T15:29_UTC.wav
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[AGENT][POSITIVE] Thank you for calling UP
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. I was calling to see um does my benefits cover urgent care or uh the emergency room?
[AGENT][NEUTRAL] Uh, what was the first one? I heard emergency room. What was the first one?
[CUSTOMER][NEUTRAL] Or do I have to pay out of pocket?
[CUSTOMER][NEUTRAL] Urgent care.
[AGENT][NEUTRAL] Urgent care. I can look at your policy. What's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], what's your policy number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Would that be the employee ID on the card?
[AGENT][NEUTRAL] Uh, policy er number starts with a 0.
[CUSTOMER][NEUTRAL] 02541926.
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull up your policy and then I can verify, OK?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Verify your date of birth and your mailing address for me please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, the address could be [PII].
[AGENT][NEUTRAL] And the zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That's the one that I show on file. Is that the correct one you want on file?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that for me. Let me pull up your benefits and then I'll verify.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me 1 2nd.
[AGENT][NEGATIVE] System is running a little slow.
[AGENT][NEUTRAL] Show service in a doctor's office and then service in a facility.
[AGENT][NEUTRAL] Um, let me see if that's urgent care. Give me a second.
[AGENT][NEUTRAL] So your policy says it covers accident and sickness um when it's a surgery.
[AGENT][NEGATIVE] Um, and that's in a hospital in a physician's office, so urgent care isn't just isn't covered.
[AGENT][NEUTRAL] And
[CUSTOMER][NEGATIVE] An emergency room isn't covered.
[AGENT][NEUTRAL] It's not
[CUSTOMER][NEUTRAL] Uh, is there any way I can cancel my policy today?
[AGENT][NEUTRAL] Um, since it's a group policy, [PII], you'll have to cancel it through your, uh, temp service.
[AGENT][NEUTRAL] Since it's a since it's a group policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] All [PII]. Anything else I can help with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, thank you for calling APL have a good day.