AccountId: 011433970860
ContactId: 57dd2e35-b55a-4369-ae8f-f99f40de3d67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 480369 ms
Total Talk Time (AGENT): 50774 ms
Total Talk Time (CUSTOMER): 62427 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/57dd2e35-b55a-4369-ae8f-f99f40de3d67_20250312T17:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi I was wondering if you could help me um figure out, uh, my account number. I don't have a copy of my card, but my son is at the urgent care and um.
[CUSTOMER][NEUTRAL] Um, if I could get the number of the our.
[CUSTOMER][NEUTRAL] Policy.
[CUSTOMER][POSITIVE] I'm getting it right now.
[AGENT][NEUTRAL] Do you have the pol like so you have a policy with us and you need the policy number?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] What's your last name?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Your first name?
[CUSTOMER][NEUTRAL] My first name is [PII], but it's only my husband's name [PII]
[AGENT][NEUTRAL] So [PII] has the policy, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what company do you work for?
[CUSTOMER][NEUTRAL] He works for Rick Case.
[AGENT][NEUTRAL] Just a second, sorry, my computer is a little bit slow right now.
[AGENT][NEUTRAL] Um, what is the last four of the social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh that's mine. I'm sorry, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh my
[CUSTOMER][NEUTRAL] Yeah, I'm not she's working it up right now, honey.
[AGENT][NEUTRAL] I'm sorry, my computer is just.
[CUSTOMER][NEGATIVE] Computer is giving her a hard time.
[AGENT][NEUTRAL] And one more time with the last four of the social, I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm gonna put you on a brief hold. Give me just one second, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Are you still with me?
[AGENT][NEUTRAL] Are you still with me?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] I'm sorry about that. Can you verify the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so the policy number, are you ready?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 256.
[AGENT][NEUTRAL] 89
[AGENT][NEUTRAL] 56.
[CUSTOMER][NEUTRAL] OK, and what else do they need to know?
[CUSTOMER][NEUTRAL] He's at the urgent care.
[AGENT][NEUTRAL] I mean, that would be up to the uh
[AGENT][NEUTRAL] That would be up to the urgent care.
[CUSTOMER][NEUTRAL] Here.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Is the copay for the um ER.
[CUSTOMER][NEGATIVE] the urgent care, there's no.
[CUSTOMER][NEUTRAL] I don't know, OK.
[CUSTOMER][NEUTRAL] Is that the only thing is that the only thing I need to know is the um policy number?
[AGENT][NEGATIVE] They should be able to pull it up and see everything that's covered.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Of course have a good day.
[CUSTOMER][NEUTRAL] Bye.