AccountId: 011433970860
ContactId: 6a6ea345-11ef-4860-a7d2-c57a7cea9aab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205820 ms
Total Talk Time (AGENT): 52982 ms
Total Talk Time (CUSTOMER): 100923 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/6a6ea345-11ef-4860-a7d2-c57a7cea9aab_20250228T18:30_UTC.wav
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[AGENT][NEUTRAL] Can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and my husband has a policy with us, um, with for both of us, and we have never used it. We really are not sure how it works or what it covers, etc. uh, but this is my.
[CUSTOMER][NEUTRAL] This is our first time having uh enough medical going on during a calendar year to inquire.
[CUSTOMER][NEUTRAL] So I was wondering.
[AGENT][NEUTRAL] Do you have to
[AGENT][NEUTRAL] OK, I'm so sorry, do you have your policy number?
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] I'm sorry, can you, uh, repeat your question, please?
[AGENT][NEUTRAL] I'm so sorry. Do you have your policy number?
[CUSTOMER][POSITIVE] I do believe so.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Do I give you the outpatient benefits certification number or does that sound right?
[AGENT][POSITIVE] Yes, thank you.
[CUSTOMER][NEUTRAL] OK. 01617949 M as in Mary, L as in Larry 8.
[AGENT][POSITIVE] Thank you very much. And may I have your name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you and what is your callback number if we are disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and who is the policy holder? I need the policyholder's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hold on a second, I'm trying to switch your earphone.
[CUSTOMER][NEUTRAL] hear me.
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][POSITIVE] OK, much better. Sorry, I have.
[CUSTOMER][NEUTRAL] I'm trying to get up to split straighter phones.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] His name is [PII] and his date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much. One moment please, Miss [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And verify please your complete mailing address.
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][NEUTRAL] OK, thank you very much. I appreciate that information. Now the policy number that you provided me, Miss [PII], this policy has termed and we were your secondary supplemental insurance. I did not show that this that there is a current policy on file with us.
[CUSTOMER][NEGATIVE] OK, that's what I, that's what I was afraid of. He, he wasn't sure.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] That's OK, thank you so much.
[AGENT][POSITIVE] You're welcome, Miss [PII]. Thank you. You have a great day.
[CUSTOMER][POSITIVE] Have a, have a great day. You too, thanks.
[AGENT][NEUTRAL] Yes ma'am.