AccountId: 011433970860
ContactId: 6e1c81c2-91a1-4526-96d3-eb1b6e4d1d1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191500 ms
Total Talk Time (AGENT): 57136 ms
Total Talk Time (CUSTOMER): 94015 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/6e1c81c2-91a1-4526-96d3-eb1b6e4d1d1d_20250106T23:04_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] CVS right there and ADA. Let me give you my my number, my uh my uh you know what I'm talking about the [PII] and, uh, yes, what do you need my ID number?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, sorry. Um, yeah, I, I'll go ahead and take your policy number, that's fine.
[CUSTOMER][NEUTRAL] Yeah, let me give you, let me give.
[CUSTOMER][NEUTRAL] Yeah, 02575010.
[AGENT][NEUTRAL] OK, and uh what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, and [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright thank you one moment please.
[CUSTOMER][NEUTRAL] So we're calling that man tomorrow. Dad said to wait till tomorrow because it is the first day of the year. See what he says, how to apply.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For.
[CUSTOMER][NEUTRAL] It's not
[AGENT][NEUTRAL] OK, just gonna verify some information really quick. [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, last thing I need is the email address that we've got on file for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, I've got a different one. It might be through an organization.
[CUSTOMER][NEUTRAL] 00 yeah, a donuts.
[CUSTOMER][NEUTRAL] Uh, uh, uh, what you call that you get it, uh, uh, to like [PII] [PII].
[AGENT][POSITIVE] That's it, yes, OK, thank you for verifying that. All right, uh, what can we do for you today, [PII]?
[CUSTOMER][NEGATIVE] Yeah, I'm at the orthopedic and I'm, I'm supposed to not, I have to pay $70 co-pay. Don't you guys cover that, like the supplement insurance?
[AGENT][NEUTRAL] Yeah, this is your secondary policy. Give me just a moment. Yes, this is your secondary policy. It is designed to help with that. Um, you said you were where? I'm sorry.
[CUSTOMER][NEUTRAL] At the orthopedic surgeon with my son. He's got an X-ray. He needs an X-ray.
[AGENT][NEUTRAL] OK, do they need to verify that have you given them this information?
[CUSTOMER][NEGATIVE] Yeah, but they said they didn't wanna have to call you because um it was gonna be closed and they charged me.
[CUSTOMER][NEGATIVE] They shouldn't have charged me, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Oh, they already charged you.
[CUSTOMER][NEUTRAL] Yeah, let me, can I let them talk to you?
[AGENT][POSITIVE] Oh yeah I'm so sorry I'm a bit confused yes yes you're perfectly fine. I don't mind speaking with them.
[CUSTOMER][NEUTRAL] But, but do you guys cover it?
[AGENT][NEUTRAL] Yeah, it's supposed to help with copay, deductible and coinsurance.
[CUSTOMER][NEUTRAL] So she said she couldn't go to verify because it would be because [PII].
[CUSTOMER][NEUTRAL] I have the the the coinsurance on the phone. They're open, yeah, hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Were you speaking to somebody? hello?
[CUSTOMER][NEUTRAL] Hello.