AccountId: 011433970860
ContactId: 5eb775ce-83d0-44d3-8b6e-f35b23416d66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 471920 ms
Total Talk Time (AGENT): 157924 ms
Total Talk Time (CUSTOMER): 268774 ms
Interruptions: 12
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/5eb775ce-83d0-44d3-8b6e-f35b23416d66_20250425T13:46_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Then on the walk.
[CUSTOMER][NEUTRAL] I, yes, uh, my name is [PII]. Um, I was trying to find out, um, what I need, I, I don't know if I need to find out what my policy covers.
[AGENT][POSITIVE] OK, I can help you. Um.
[CUSTOMER][NEUTRAL] And then we had to cut out the boer took the sharp and marked the hose line figure.
[AGENT][NEUTRAL] But then, um, do you have your policy number?
[CUSTOMER][NEUTRAL] No I haven't got any cards or anything from you. I, I just came active uh Monday, I think it was.
[CUSTOMER][POSITIVE] They get the up here. They only put 5 boats in no problem. I like doing what I got the drill. I was just hose in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, hold on just a moment, let me check by your by your name and see if I can find your policy.
[CUSTOMER][NEGATIVE] What are you doing? I said I won't fit. I don't mind, sir. I looked in with that said, you know, when you fucking retard or you're gonna grab it, flipped it over.
[CUSTOMER][NEUTRAL] We don't bring like on the rego.
[CUSTOMER][NEUTRAL] I is I.
[AGENT][NEUTRAL] OK, and while I'm pulling up the policies, can I get a good callback number just in case I'm disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, Mr. [PII].
[CUSTOMER][POSITIVE] No, it's good. You know where I am. What do we know first, do we?
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] So you go with your
[CUSTOMER][NEUTRAL] You wait 90 days to get 2 weeks old so.
[AGENT][NEUTRAL] I'm sorry my system's a little slow this morning.
[CUSTOMER][NEUTRAL] Ain't really live there.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I yeah, I, I can won't hear that.
[AGENT][NEUTRAL] OK, Mr. [PII], I found your policy. Let's see. Do you mind verifying your date of birth for me?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] out there now.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, thank you. And your
[CUSTOMER][NEUTRAL] Should be for me and my son [PII], me and my son [PII]. OK, so make sure you get you get. Um, [PII]. My email is [PII].
[AGENT][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] Uh, yes, sir. It's both of you. And can I verify your address and your email address?
[AGENT][NEUTRAL] OK, thank you. And you're calling to see what's covered on your policy?
[CUSTOMER][NEUTRAL] I don't want to say.
[CUSTOMER][NEUTRAL] Yeah, well, my son had to get a CT scan. I was wondering what the coverage was or something like that. we went home and, uh, he about to quit. They put one in and then I can hit my car.
[AGENT][NEUTRAL] OK, I will need to connect you with our benefits department uh and they can look that up for you. Is there anything else I can help you with in customer service before I transfer you?
[CUSTOMER][NEUTRAL] Um, as far as, uh, getting the card and, uh, and either email or hard copy of the coverage, I would, how could I get that done? I do. I still damn thing in mind, but I still still. It was the time I was down I was leaving. I had done it at night and I gotta make more of the stuff.
[AGENT][NEUTRAL] OK. I can email you a copy of the card, um.
[AGENT][NEUTRAL] And I'll get that right to you. Um, let's see.
[AGENT][NEUTRAL] Hold on just a second. Did you want both the medical and dental or just the medical?
[CUSTOMER][NEUTRAL] I really
[CUSTOMER][NEUTRAL] What do I do it? Yes, both, please.
[AGENT][POSITIVE] OK, I will get both of those emailed to you shortly, um, and thank you for calling APL. You have a wonderful day, Mr. [PII] and hold and I'll connect you with benefits to look the.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] You call me if I got 2.
[CUSTOMER][NEUTRAL] There's no people coming up.
[AGENT][POSITIVE] Benefit up for you.
[CUSTOMER][NEUTRAL] Yeah, right, thank you and dropping insurance. I want it back.
[AGENT][POSITIVE] Mhm thank you.
[CUSTOMER][NEUTRAL] Ferring.
[AGENT][NEGATIVE] Oh, wrong one.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Hey, hey, [PII] I'm good. How are you today?
[AGENT][NEUTRAL] I'm good. Um, I do have an insured on the phone and let's see, he's needing to see what's covered as far as a CT scan.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, and what's his policy number?
[AGENT][NEUTRAL] His policy number is 261.
[AGENT][NEUTRAL] 7458.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, just one moment.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So he's just needing benefits for a CT, is that correct?
[AGENT][POSITIVE] Correct. Mhm.
[CUSTOMER][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] And it'll be on his son, I believe.
[CUSTOMER][NEUTRAL] OK, and did you verify any of their information?
[AGENT][NEUTRAL] I verified everything.
[CUSTOMER][NEUTRAL] All right. Well, uh, and of course, there's no policy.
[AGENT][POSITIVE] And the number he's calling from is just good.
[AGENT][NEUTRAL] Yeah, it was just issued this week.
[CUSTOMER][NEUTRAL] And of course there's no policy cert.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, well then give me a second, [PII] to see if I can locate, give me just a moment.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] And this is a new group too, so it's.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] I'll see if I can find another policy that's maybe in.
[AGENT][NEUTRAL] Imaged
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, here's one that's got a policy certificate imaged.
[CUSTOMER][NEUTRAL] OK, alright, what's that number, [PII]?
[AGENT][NEUTRAL] I, I see here's this.
[AGENT][NEUTRAL] And it's the same benefit uh 261.
[AGENT][NEUTRAL] 5695.
[CUSTOMER][NEUTRAL] How did you locate that so quickly?
[AGENT][NEUTRAL] Uh, I looked up the group and then.
[AGENT][NEUTRAL] Uh, just look.
[CUSTOMER][NEUTRAL] Uh, just played around and see which one was in on base.
[AGENT][NEUTRAL] It was the first, yeah.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][POSITIVE] Well, that was perfect timing because that's usually what I do as well. So, uh, OK, all right, let me get this loaded right quick.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It happened to be the first one on the list, so yeah.
[CUSTOMER][NEUTRAL] Now that's a rarity. Usually it takes me a few minutes to find one that's that's been issued. That's why I said how do you do that so quick?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, so it's a CT scan.
[AGENT][NEUTRAL] Your son wasn't in that, that all that on 49 yes last, last night, was he?
[CUSTOMER][NEUTRAL] No, no, he wasn't thinking, well, let me put it like this, not to my knowledge, but there's a lot of things he does this, these days that um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know about
[AGENT][NEUTRAL] Yeah, and there was a lot of surrounding areas that came up for that, so that was.
[CUSTOMER][NEUTRAL] Cause I just have to
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][MIXED] Yeah. It's scary, but it's, it's a good thing I got him, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Exactly, exactly. OK, well, you can go ahead and transfer Mr. [PII] and I'll be glad to help him.
[AGENT][POSITIVE] OK, thank you, and here he is.
[CUSTOMER][POSITIVE] Alright thank you have a good day. Hello. Hi, Mr. [PII].