AccountId: 011433970860
ContactId: 65ee9d53-2daf-4638-9724-060b2b71a10d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 364399 ms
Total Talk Time (AGENT): 126113 ms
Total Talk Time (CUSTOMER): 105815 ms
Interruptions: 3
Overall Sentiment: AGENT=1.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/65ee9d53-2daf-4638-9724-060b2b71a10d_20250307T14:31_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Um, yes, I see, I have some questions concerning my benefit.
[CUSTOMER][NEUTRAL] Would you be able to help me?
[AGENT][POSITIVE] Yes, ma'am. I can help you. Do you have a phone number and in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] Sure, I'm [PII].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] OK, it is 02596030.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Give me that policy number one more time. I think I may have written it down.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK, it's 02596030.
[AGENT][POSITIVE] Sorry about that. I didn't write it down.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] It's [PII]. My date of birth is [PII].
[AGENT][NEUTRAL] And your email address is?
[CUSTOMER][NEUTRAL] It's uh I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII], and you have some questions about this policy?
[CUSTOMER][NEUTRAL] Um, yes. So my question is, uh, this is a medical, um, this, this.
[CUSTOMER][NEUTRAL] A medical insurance, is that correct?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. So I just went to the doctor. So my medical plan doesn't cover any kind of like procedures like mammograms or anything like that.
[AGENT][NEUTRAL] Hold on just a moment. I'll get somebody who can help you with those benefits, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] I had to call claims work because I don't know.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEGATIVE] Hey, [PII]. I think I might have hung up on this lady. I'm not sure. I don't, I don't see her on here anymore.
[AGENT][NEUTRAL] Ohh.
[AGENT][NEGATIVE] And I don't know how to get back.
[AGENT][NEUTRAL] Or either she may have hung up. I don't know. She wanted benefits on the HI. Do you mind calling her back?
[CUSTOMER][NEUTRAL] No, I don't at all. What's the, what's, do you have a policy number or anything?
[AGENT][NEUTRAL] OK. Uh.
[AGENT][NEUTRAL] I do. I verified everything, got her phone number, and was trying to transfer and I don't know what happened.
[CUSTOMER][POSITIVE] Not a problem. We'll call her back. What's that policy number?
[AGENT][NEUTRAL] OK. It is 02596030.
[CUSTOMER][NEUTRAL] Is she the provider?
[AGENT][NEUTRAL] No, she is the insured.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And I verified her address, email address, date of birth. Her callback number is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And I don't know if she hung up or I hung up on her somehow.
[CUSTOMER][NEUTRAL] Well, we'll, we'll see if we can connect to her and get her taken care of. You doing?
[AGENT][NEGATIVE] But she was asking about some benefits on SHI that I don't, I'm not comfortable giving her.
[CUSTOMER][NEUTRAL] I hear you.
[CUSTOMER][POSITIVE] All [PII]. I'll call her back. Not a problem. Sure. Yeah, I've been doing all right. How about you?
[AGENT][POSITIVE] I appreciate you. You've been doing all right.
[AGENT][POSITIVE] Oh, pretty good. I reckon I'm making it.
[CUSTOMER][NEUTRAL] That's right, hey, we can only do just take it one day at a time.
[AGENT][POSITIVE] That's what I was going to say, one day at a time, one day at a time. Lord, praise God.
[CUSTOMER][POSITIVE] Sweet [PII].
[CUSTOMER][POSITIVE] For sure. It's good to talk to you. I miss you.
[AGENT][POSITIVE] You too, miss you too. Well, thank you for calling her back because I wasn't sure of the benefits she was asking.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] All right. You have a great weekend.
[CUSTOMER][POSITIVE] Yeah, I can call her back, not a problem. Thank you, take care bye bye.
[AGENT][POSITIVE] OK, thank you. You too. Bye-bye.