AccountId: 011433970860
ContactId: 4416c0fe-3e34-4a7d-b201-7e08ec3b761f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158929 ms
Total Talk Time (AGENT): 44735 ms
Total Talk Time (CUSTOMER): 118084 ms
Interruptions: 6
Overall Sentiment: AGENT=-0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/4416c0fe-3e34-4a7d-b201-7e08ec3b761f_20250602T15:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. This is [PII]. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII]. How are you doing?
[AGENT][NEUTRAL] Fine, how are you?
[CUSTOMER][POSITIVE] Uh, I'm better. I'm doing. Let's put it that way.
[CUSTOMER][NEUTRAL] I'm not even sure if you know about my brother passing away last week, but
[AGENT][POSITIVE] No, I didn't know. I'm sorry to hear that.
[CUSTOMER][NEUTRAL] Yes, ma'am, but I'm on, I'm gonna make it. But anyway, uh, that's a hard day back. But anyway, I have an insured on my line about a HR policy and he's asking me questions that I can't find in this contract, but I have, let me pull this up, uh, ON 0255.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] 452 6.
[CUSTOMER][NEUTRAL] And I have the insured [PII] on my line. OK, yes, and he's asking a bunch of questions. He's got RX coverage. I'm not saying he has it, but he's asking for some kind of PIN number and I'm just kind of lost.
[AGENT][NEUTRAL] On uh [PII].
[AGENT][NEUTRAL] What's the question?
[AGENT][NEUTRAL] A pin number? He's trying to file a claim or something or?
[CUSTOMER][NEUTRAL] But yeah, some kind of, I don't know, that's just it. He's asking questions that I have no clue about and I, I don't know.
[CUSTOMER][NEUTRAL] I just, I don't know, so I said, well, let me, let me try to transfer you and maybe, you know, they can find the answer, but that's some kind of pin number, so I'm, I'm not sure.
[AGENT][NEUTRAL] No, we don't, there's not any PIN number, his policy number to file a claim.
[CUSTOMER][NEUTRAL] I don't know kind of pin number.
[CUSTOMER][NEUTRAL] For a prescription.
[AGENT][NEUTRAL] Um, let me see if he have that benefit cause he might not even have that benefit.
[CUSTOMER][NEUTRAL] I don't have a clue.
[AGENT][NEUTRAL] Um, I don't see that he have the prescription drug benefit in his benefits.
[CUSTOMER][NEGATIVE] Well that's what I, that's what I am not thinking. They keep asking me for a PIN number and I'm like, I, I don't know. um I don't know. I don't even know. Let me ask you why I got this phone.
[AGENT][NEGATIVE] Yeah, he don't have the RX benefit.
[CUSTOMER][NEUTRAL] Well, what, where do I go to locate like uh where it says multi plan?
[CUSTOMER][NEUTRAL] You know what I'm talking about that gives all that little detailed information.
[AGENT][NEGATIVE] This group is not a multi, it would be in an edit message, so this group isn't with the multiplayer.
[CUSTOMER][NEUTRAL] I can't even remember. My mind's kind of gone.
[CUSTOMER][NEUTRAL] That's what I thought. OK, so I am doing it right, I know.
[AGENT][NEUTRAL] So otherwise it'll be in that edit message.
[CUSTOMER][NEUTRAL] OK, well I can tell him that then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, but that's just kind of what I was checking. I'm like I don't have a clue about no PIN number on it, but OK, well I tell him that then no problem.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thanks for your help.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] All righty. Bye-bye.
[AGENT][NEUTRAL] Bye.