AccountId: 011433970860
ContactId: 7e5bb608-9f04-4cba-9691-39bcaa82b81c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162699 ms
Total Talk Time (AGENT): 64697 ms
Total Talk Time (CUSTOMER): 42047 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/7e5bb608-9f04-4cba-9691-39bcaa82b81c_20250623T13:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I was calling to get the benefits for mental health and substance abuse on a member.
[AGENT][POSITIVE] All right. I'm happy to check on benefits. Uh, do you have their policy number?
[CUSTOMER][NEUTRAL] Um, is that the same as the employee ID number?
[AGENT][NEUTRAL] Um, does it start with a D like in David or a number?
[CUSTOMER][NEUTRAL] Yes, D like in David.
[AGENT][NEUTRAL] Yeah, I can't pull them with that. Um, I can check by their name or social. It should be like a certificate number. I can't pull them with that that number.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Does it say group number is that?
[AGENT][NEUTRAL] No, you don't, it would say certificate number.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK, I don't see that here.
[AGENT][NEUTRAL] Alright, let's check my name. What's the, yeah, what's the last name?
[CUSTOMER][NEUTRAL] Can I give you the name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I'm gonna spell it [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the first name is [PII].
[AGENT][NEUTRAL] OK, and then what is his date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. So, [PII], the member does have some supplemental insurance with us, but nothing that would cover any sort of like substance abuse or mental health. Like it's an accident policy and like a critical illness and some dental. Um, so, no type of plan that's gonna cover any sort of benefits that he's looking for with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright well I appreciate your help thank you so much.
[AGENT][POSITIVE] You're, you're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye bye.