AccountId: 011433970860
ContactId: 802ed416-1504-47b1-8ab1-b42d090d33b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145220 ms
Total Talk Time (AGENT): 53447 ms
Total Talk Time (CUSTOMER): 86850 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/802ed416-1504-47b1-8ab1-b42d090d33b5_20250212T22:16_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is how may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII], but I'm calling on behalf of a friend. Um, my friend is a truck driver. Um, her insurance will start, um, [PII]. Um, she sent her premium and all that good stuff. It doesn't take effect till [PII], but I do have a question. She, um, she has high blood pressure and she needs to go see a doctor. So I made her an appointment with a doctor [PII] out of [PII], but they're saying they don't accept this insurance.
[CUSTOMER][NEUTRAL] And then I'm coming across this with many doctors that they don't know who APL is. Can you tell me like how that works?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK [PII], um, first let me and I'll be able to help you with the policy first, can I get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Thank you. And then what is the policy number?
[CUSTOMER][NEUTRAL] OK, Til [PII] policy number 25811.
[CUSTOMER][NEUTRAL] 02589666
[AGENT][NEUTRAL] OK, let me look and see if I can pull in that policy.
[CUSTOMER][NEUTRAL] It doesn't start till [PII], but she's, I think already made her, made her payment.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, is Ms. [PII] there where I can um get her consent to discuss the policy?
[CUSTOMER][NEUTRAL] You know, she's not. She's in a South
[CUSTOMER][NEUTRAL] No, she's in [PII].
[AGENT][NEUTRAL] OK, she's gonna have to, yes, sir, she's gonna have to call in um because we're not allowed, it's a HIPAA violation if we give out any information about her policy without her consent.
[CUSTOMER][NEUTRAL] She's a truck driver.
[CUSTOMER][NEUTRAL] OK, but just in kind of a nutshell, like, does the company reimburse somebody if they're not if the, if the doctor doesn't pay?
[CUSTOMER][NEUTRAL] Uh, it doesn't take the insurance or.
[AGENT][NEUTRAL] I, I can't
[AGENT][NEUTRAL] I'm not allowed to give out any information. I'm sorry, sir. Um, we'll need Ms. [PII] to call in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] Do appreciate you trying to help your friend though.
[CUSTOMER][POSITIVE] Yeah, it's difficult cause she's always on the road. OK, thank you so much.
[AGENT][POSITIVE] You're very welcome, sir.
[AGENT][POSITIVE] Yeah, you're very welcome.