AccountId: 011433970860
ContactId: 7a107e07-54e6-4389-8dc9-6ecd874e3200
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226279 ms
Total Talk Time (AGENT): 74694 ms
Total Talk Time (CUSTOMER): 49477 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/7a107e07-54e6-4389-8dc9-6ecd874e3200_20250512T15:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am, I have a question for you. I cannot find my policy and I'm trying to figure out if our plan covers anything for an ambulance.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Uh, do you have your, is the policy under your name or?
[CUSTOMER][NEUTRAL] It's under my husband's.
[AGENT][NEUTRAL] OK, do you have his social or I can look it up by name.
[CUSTOMER][NEUTRAL] Uh, his social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was his first and last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And could I get your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Can you verify your address for me, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, is it still under [PII]?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] In the city and state?
[CUSTOMER][NEUTRAL] OK, that's another thing I
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I need to also change that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII] would have to be the one to change the address. Is he available?
[CUSTOMER][NEUTRAL] No, he's at work.
[AGENT][NEUTRAL] Um, if you can have him call us when he can, um, and then we can get that address changed.
[AGENT][NEUTRAL] I mean we're open from [PII] Central Standard [PII] Central Standard.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you said ambulance benefits, is that right?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, let me look this up. Hold on one moment.
[AGENT][NEUTRAL] Um, anything I quote is not a guarantee of payment. It's a basic outline of your policy. Uh, it's pulling that up, just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's see. So, I don't show any ambulance benefit. Let me make sure there's not another policy that might cover it. Um.
[AGENT][NEUTRAL] Yeah, it looks like this is the only policy we have on file, so I don't show an ambulance benefit under this policy.
[CUSTOMER][NEUTRAL] OK. Does it have anything to help cover uh emergency ER visit?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Uh, no coverage for that either. Basically, it's just if you're admitted to the hospital, if you're confined in the hospital, ICU, or rehab.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For 24 hours.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][POSITIVE] OK. All right, I appreciate it.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.