AccountId: 011433970860
ContactId: 750b0fe0-9fc1-46d8-b4b0-4b873aed3922
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 360570 ms
Total Talk Time (AGENT): 127027 ms
Total Talk Time (CUSTOMER): 105781 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/750b0fe0-9fc1-46d8-b4b0-4b873aed3922_20250127T15:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hey, how you doing? I'm, I'm just trying to see about the, um, the my um insurance card I had got in, um, with American Public Life.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, I wanna do my, yeah, I'm trying to see if these my insurance cards. I wanna go get a check up at the doctor, um.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] All right, Mr. [PII], and just in case we get disconnected today, what's a good phone number for you?
[CUSTOMER][NEUTRAL] Yes ma'am, uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and what's the policy number on your card?
[CUSTOMER][NEUTRAL] Policy number is 025.
[CUSTOMER][NEUTRAL] 45006.
[AGENT][NEUTRAL] Alright, I just need to verify a little bit of information before we can move further. What is your date of birth?
[CUSTOMER][NEUTRAL] Yes ma'am, um, [PII].
[AGENT][NEUTRAL] OK. And your address?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] All right. And you already gave me your phone number, so the last thing I need is your email address.
[CUSTOMER][NEUTRAL] Um, my email address is, um, hold on for me.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, I've got a different email.
[CUSTOMER][NEUTRAL] Uh, what you got?
[AGENT][NEUTRAL] It is a [PII] account.
[CUSTOMER][NEUTRAL] It's a [PII] account.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I think it's a [PII] account?
[AGENT][NEUTRAL] No, it's a [PII] account. Maybe it's a spouse or something, maybe it's their email.
[CUSTOMER][NEUTRAL] It must be, is it [PII] um is [PII] [PII]?
[AGENT][NEUTRAL] Yeah, that's yeah.
[CUSTOMER][POSITIVE] Yeah, that's my wife. Yes, ma'am, you can use that. It'll be fine.
[AGENT][NEUTRAL] All right, that's what we've got on here so it must have been what you um what you put down in your enrollment.
[CUSTOMER][NEUTRAL] Yeah, well I
[AGENT][NEUTRAL] All right, let's see.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, so you're wanting to see, you're wanting to find out what you can use this insurance for?
[CUSTOMER][POSITIVE] Yeah, I might go. I'm at the Dolls all be here at [PII] and um, I'm about to get a good checkup because like I'm up under the weather a little bit.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, alright, uh, so hold on just a moment for me. I'm gonna get you with somebody in the benefits department and they can let you know um what this insurance is for, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Mr. [PII], was there anything else I could do for you today?
[CUSTOMER][POSITIVE] Oh man, you did, you did wonderful. Thank you.
[AGENT][POSITIVE] All right thank you have a wonderful day and hold on just a moment for me, OK?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] And thank you for calling APO.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What is the card that talks about.
[AGENT][NEUTRAL] I need the big card.
[AGENT][NEUTRAL] Big here.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] speaking. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in customer service. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing fine memory how are you?
[AGENT][NEUTRAL] I'm good. Um, I have an insured on the line. He is calling, uh, wanting to see if he can use his insurance for a visit that he's having today, a doctor's visit. Can you look at his policy for me and tell him how to use?
[AGENT][NEUTRAL] His benefits.
[CUSTOMER][NEUTRAL] I sure can um go ahead and provide me the policy number.
[AGENT][NEUTRAL] It is 254.
[AGENT][NEUTRAL] 5006.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And um he's been verified.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK and.
[CUSTOMER][NEUTRAL] Is that his phone number that's listed on the screen [PII]?
[AGENT][NEUTRAL] Yes, ma'am, and it's also the phone number that's on his account.
[CUSTOMER][NEUTRAL] OK, and it's [PII] correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] All right. Thank you so much, Ms. [PII]. Have a good day.
[CUSTOMER][NEUTRAL] I will take it from here.
[CUSTOMER][POSITIVE] You too thank you so much.
[AGENT][NEUTRAL] Mhm. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Hello Mr. [PII].