AccountId: 011433970860
ContactId: 74b98ea4-8f6f-4943-b72a-25198d53e69e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183889 ms
Total Talk Time (AGENT): 72448 ms
Total Talk Time (CUSTOMER): 78061 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/74b98ea4-8f6f-4943-b72a-25198d53e69e_20250401T19:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I just want one. yes, um, I'm asking to see how much did they if I go to urgent care to do a checkup, how much I'll be?
[AGENT][NEUTRAL] Uh, how much the urgent care will charge you?
[CUSTOMER][NEUTRAL] know how much you would like, like pay out of it that to go to urgent care.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Oh, OK. So what's your benefits are? OK. Um, can I please get your name and your policy number and I'll be able to help you with your benefits.
[CUSTOMER][NEUTRAL] Ms um [PII]
[CUSTOMER][NEUTRAL] You know, [PII]
[AGENT][NEUTRAL] OK. And then what is your policy number?
[CUSTOMER][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] It's um 02482879.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[AGENT][NEUTRAL] OK, and I'll need for you for security reasons to verify your policy for me. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] It's um it's um [PII].
[AGENT][NEUTRAL] Thank you. And then can you also verify
[CUSTOMER][NEUTRAL] Yeah, I don't wanna give up. I don't wanna give out all my info.
[AGENT][NEUTRAL] Your physical address and your
[AGENT][NEUTRAL] Well, in order for
[CUSTOMER][NEUTRAL] Yeah, I'm in the building. I don't wanna get. I just wanna ask a question real quick, yeah.
[AGENT][NEUTRAL] I understand that.
[AGENT][NEUTRAL] I, I do understand that, but in order for me to be able to say anything about your policy, we have you do this to verify that it's truly you because we sure don't want somebody else.
[CUSTOMER][NEUTRAL] OK, I'll tell you where I'm at, I'm in [PII].
[CUSTOMER][NEUTRAL] [PII], that should be there.
[AGENT][NEUTRAL] OK, and what's your email address?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEUTRAL] I'm fine.
[AGENT][NEUTRAL] OK, let me look at this real quick.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] OK thanks.
[CUSTOMER][NEUTRAL] I think it's
[AGENT][NEUTRAL] OK, so you have, and this is just to verify your benefits, it's not a guarantee of payment.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, first time, uh, uh, on the, sorry, ma'am, one second.
[CUSTOMER][NEUTRAL] Are you coming? Yeah, OK, show me where is it? It's on my chest up. When did it start? Uh, it's been for a while, ma'am. I, I'll just call back. Sorry about that.
[AGENT][POSITIVE] OK, all right, thank you.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] That's fine. You can go ahead and bye-bye.
[CUSTOMER][NEUTRAL] Yeah bye.