AccountId: 011433970860
ContactId: 69d6dfb7-f14f-4bed-a7dd-e965e892f4d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 438100 ms
Total Talk Time (AGENT): 128382 ms
Total Talk Time (CUSTOMER): 141448 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/69d6dfb7-f14f-4bed-a7dd-e965e892f4d5_20250522T13:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm doing good. Um, can you look at these two policies with me? I'm very confused.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you think I'm out.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] That they can be.
[CUSTOMER][POSITIVE] Yes, I, I hope.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, so the, the medical policy is 2356257.
[AGENT][NEUTRAL] OK. Uh, I let me put a note in my policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um.
[AGENT][NEUTRAL] OK, what was that policy number again?
[CUSTOMER][NEUTRAL] It is 235-6257.
[CUSTOMER][NEUTRAL] They have a dental and a medical policy. So at first they gave me the
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] The um medical policy number, but they were really looking for dental benefits. So we ended up verifying on the medical. Then when I went to the dental, I noticed that the spouses are different, but both policies are active.
[AGENT][NEUTRAL] Uh oh.
[AGENT][NEGATIVE] That's not good.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] So I just stopped quoting everything. It was like, uh, hold on one second.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And dental.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you know which one is correct?
[AGENT][NEUTRAL] Let me look it now.
[CUSTOMER][NEUTRAL] Well, OK, so the one he verified was, hold on, is this the, which one am I in? Sorry, I'm going back and forth between the two.
[CUSTOMER][NEUTRAL] Um, the one he verified was [PII], um, on the medical policy. He has her name and date of birth.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, we got that on a on a file.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Just down on [PII].
[AGENT][NEUTRAL] I look at that.
[AGENT][MIXED] It's very, very comp it's not complicated, it's very confusing the, the file that they send for uh UTBA.
[AGENT][NEUTRAL] So it very well could be, let me check and see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] is looking for.
[AGENT][NEUTRAL] I need 10 screens, I'm telling you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't know what I just did, but.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Let's
[CUSTOMER][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] the date of
[AGENT][NEUTRAL] And there's the dental.
[AGENT][NEUTRAL] It's got [PII] in there. Where did I get?
[CUSTOMER][NEUTRAL] On which one?
[AGENT][NEUTRAL] On the dental?
[CUSTOMER][NEUTRAL] Oh, you're talking about on the file from the job.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Wait, what did you say?
[AGENT][POSITIVE] [PII] is correct.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Let me go back.
[AGENT][NEUTRAL] And where's her date of birth?
[CUSTOMER][NEUTRAL] Oh, what just happened? Hold on line.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], is that right?
[AGENT][NEUTRAL] Date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You say, wait, I'm confused now. You're saying [PII] is on the dental policy?
[CUSTOMER][NEUTRAL] Are you just asking me if she's the correct spouse?
[AGENT][POSITIVE] She's correct, she's correct. She's the correct one.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Oh, I see what.
[CUSTOMER][NEUTRAL] You're telling me or asking me?
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Cause you can, I can see.
[CUSTOMER][NEUTRAL] You're telling me or asking me about [PII] cause I don't know which one is right, but, but he confirmed [PII].
[AGENT][NEUTRAL] OK. He probably had a wife before her.
[AGENT][NEUTRAL] That was the other name?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Because that was from [PII], so when I changed it to couple, I probably didn't verify the name.
[AGENT][POSITIVE] But I've got it correctly.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEGATIVE] So it is not good.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] First to be covered.
[AGENT][NEUTRAL] I yeah you gotta double check if I had a a wife before.
[CUSTOMER][POSITIVE] Alrighty well thank you.
[AGENT][NEUTRAL] That's something.
[CUSTOMER][POSITIVE] Oh my gosh, that was hilarious. I was like, wait a minute, and he has multiple wives and he has policies.
[CUSTOMER][NEUTRAL] But how did he do that?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh my [PII].
[AGENT][NEUTRAL] OK, well it should be.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Well, this is our Wednesday last.
[AGENT][NEUTRAL] No, no, it's crazy.
[CUSTOMER][POSITIVE] Thank you [PII].
[AGENT][NEUTRAL] Please tell me it's.
[AGENT][NEUTRAL] It is
[CUSTOMER][NEUTRAL] All right, well, let me go back.
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] I can't hear you.
[AGENT][NEUTRAL] You said Wednesday, but it's Thursday. I said, please don't tell me it's Wednesday.
[CUSTOMER][NEUTRAL] Today is Thursday.
[AGENT][NEUTRAL] Today is Thursday.
[CUSTOMER][NEUTRAL] I mean, so wait a minute.
[AGENT][NEUTRAL] I
[CUSTOMER][POSITIVE] And I just put happy Hump Day in the chat?
[CUSTOMER][NEUTRAL] Today is totally Thursday.
[AGENT][NEUTRAL] And I thought it was Friday when I woke up.
[CUSTOMER][POSITIVE] Oh my gosh, that's, that's how long. OK, this week. We've been, we've been getting to it. OK. Let me go back. I thank you, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you. Goodbye.
[CUSTOMER][NEUTRAL] All right, bye bye.