AccountId: 011433970860
ContactId: 6991376a-261c-4af0-83fe-fb7e069a93ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282299 ms
Total Talk Time (AGENT): 78836 ms
Total Talk Time (CUSTOMER): 96574 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/6991376a-261c-4af0-83fe-fb7e069a93ce_20250401T16:19_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, um, I was calling to, uh, see, um, what do I need when I go to the doctor, what do I need to give them because they're asking me for some kind of group number.
[CUSTOMER][NEGATIVE] And I don't need and I give them the card and they see this that that it wasn't the right number.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Do you have your policy ID or your last name or social?
[CUSTOMER][NEUTRAL] Uh my last name is [PII]
[CUSTOMER][NEUTRAL] And my social is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I ain't got hot out there.
[AGENT][NEUTRAL] And what was your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, so you did give them their your card and they needed a group number, is that right?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Yeah, they needed something. I mean, I scheduled an appointment and everything went on and everything went through. I just don't understand, uh, they, they asking me uh about some kind of group number or something like that. I, I don't.
[CUSTOMER][NEUTRAL] I said I pay, you know, $88 a week for this.
[AGENT][NEUTRAL] OK, let me see what I have. Hold on one moment.
[AGENT][NEUTRAL] It looks like you have a few different policies, so I'm trying to pull up which one.
[AGENT][NEUTRAL] It is
[AGENT][NEUTRAL] OK, [PII], what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Uh, just need a few other pieces of info. What is your callback number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you. And your address?
[CUSTOMER][NEGATIVE] That's no.
[CUSTOMER][NEUTRAL] Um, the, the, yeah, I, I got 43, hold on, 637.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and lastly, what about an email address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, um.
[AGENT][POSITIVE] Yeah, I, I mean I can give you your group number. I would let them know to give us a call and we'll verify that you're covered.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] You you could email it to me.
[AGENT][NEUTRAL] OK, I'll get that email to you your group number and then like I said I'll I'll put our telephone number in there just relay that information to them and we'll be glad to verify that you're covered so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, one other thing, do they cover any prescriptions or they just, uh, to see the doctor 6 times a a year?
[AGENT][NEUTRAL] Uh, let's see for this policy.
[AGENT][NEUTRAL] Let me double check, give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't show any coverage for prescriptions.
[CUSTOMER][NEUTRAL] Will you say it again?
[AGENT][NEUTRAL] Uh, there's no coverage for prescriptions.
[CUSTOMER][NEUTRAL] OK, OK, alright, I just want to be sure.
[AGENT][NEUTRAL] OK, anything else I can help with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, that's about it.
[AGENT][POSITIVE] OK, I'll get that emailed over to you and then uh thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] Thank you, bye.