AccountId: 011433970860
ContactId: 58cc748e-5035-496c-93d1-f956ed6d24ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221059 ms
Total Talk Time (AGENT): 100094 ms
Total Talk Time (CUSTOMER): 116869 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/58cc748e-5035-496c-93d1-f956ed6d24ac_20250117T16:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. My name is [PII]
[AGENT][NEUTRAL] Yes, sir, Mr. [PII], I spoke with you earlier.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Yup. Hey, that, uh, a picture of my car does not come up here. I'm at the minor emergency. I can't get it to expand to read it. It's a weird deal.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And also they said they don't recognize APL.
[AGENT][POSITIVE] Well, I'll be happy to verify the coverage.
[CUSTOMER][NEUTRAL] Does it or something?
[CUSTOMER][NEUTRAL] Yeah, does it stand, APL stand for something else?
[AGENT][NEUTRAL] Let me get your
[AGENT][NEUTRAL] American Public Life, it could, they could have it listed under that.
[CUSTOMER][NEUTRAL] American public life.
[CUSTOMER][NEUTRAL] He's gonna look it up.
[AGENT][NEUTRAL] Let me get you another picture of that card. What I can do is just take.
[CUSTOMER][NEUTRAL] I need the number. I need the number. OK. Could you tell me the number?
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] Yes, or my like mine, the number I need.
[AGENT][NEUTRAL] Your ID number. Mhm. Your ID number is 231.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 231
[AGENT][NEUTRAL] 720.
[CUSTOMER][NEUTRAL] 720
[AGENT][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah. Yeah. OK, um, can you tell me what the, um, group number? Can you tell me the group number?
[AGENT][POSITIVE] Certainly can, that group number I'm glad you got me so you didn't have to go through all that verification again.
[CUSTOMER][POSITIVE] I know it. It's my lucky day. Is it out of [PII]?
[AGENT][NEUTRAL] The group number is 24328 and it is at [PII].
[CUSTOMER][NEUTRAL] 243 243-28 and it is at [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I'm fixing to email you just a screenshot.
[CUSTOMER][NEUTRAL] Ask her if we're in Netflix cause I've never seen this insurance. She's, she's asking if it's in network. No network, she said. OK. um, and also can you give me a confirmation number saying that it is good because it won't let me electronically checked. This is something about a number. Hang on, let me put you on speaker.
[AGENT][NEGATIVE] No network.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I need a confirmation number that it is eligible because it's not letting me check it electronically.
[AGENT][NEUTRAL] Sure, if the policy is active as of [PII] for a reference number, you can use my name and today's date, and I spell my name [PII].
[AGENT][NEUTRAL] And I am sending Mr. [PII] just a snapshot of the card.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you need that.
[CUSTOMER][POSITIVE] No, I think it'll be OK.
[CUSTOMER][POSITIVE] So which today is um the [PII]. Alright, and I'm gonna use your name and first initial and today's date is the reference number and we are good.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And on the back of his card that I'm going to email him will have our claim submission information as well.
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good. Thank you, [PII]. Is that all?
[AGENT][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Yeah, that's all. Thank you, [PII]. You've been a godsend.
[AGENT][POSITIVE] Well, it's been my pleasure and I certainly hope you get to feeling better and I just sent you an email with just a screenshot of your card, so if you need it, you have it.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] My pleasure. Get you feeling better, Mr. [PII]. You too. Take care. Bye-bye.
[CUSTOMER][POSITIVE] You have a great and wonderful day.
[CUSTOMER][POSITIVE] OK. Thank you. Bye-bye.