AccountId: 011433970860
ContactId: 584be81f-b14a-48b9-8d58-c374fe898123
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144529 ms
Total Talk Time (AGENT): 47683 ms
Total Talk Time (CUSTOMER): 57242 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/584be81f-b14a-48b9-8d58-c374fe898123_20250611T20:28_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm just calling to see um what do I tell my son's physician, like,
[CUSTOMER][NEGATIVE] My insurance card with the medical cause they don't, they don't under they don't know like what it's under, like if it's like Blue Cross, Blue Shield, something like that.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I just wanna see like what do I tell them.
[AGENT][NEUTRAL] OK, um, your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is that policy number, please?
[CUSTOMER][NEUTRAL] It's 026.
[CUSTOMER][NEUTRAL] 33637
[AGENT][POSITIVE] OK, thank you, give me one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And Ms. [PII], verify your date of birth, and mail address and email address, please.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] And my email address is my [PII], [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And you said my address?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, as far as with your provider, um, you can explain it's a limited medical plan. It's not through like Blue Cross Blue Shield, it's through our company APL, American Public Life.
[CUSTOMER][NEUTRAL] OK, so I just tell them that.
[AGENT][NEUTRAL] And they
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And then if they like, they can give us a call and we can verify benefits and eligibility for your son.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yes ma'am, thank you for calling APL have a great day.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] You too.