AccountId: 011433970860
ContactId: 83762d94-35f9-4995-a7fa-384879841792
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216139 ms
Total Talk Time (AGENT): 83612 ms
Total Talk Time (CUSTOMER): 64259 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/2025/02/13/83762d94-35f9-4995-a7fa-384879841792_20250213T22:56_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], I have a strange question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was just trying, I was trying to find out, uh, we are members and I just wondered if y'all covered hearing aids.
[AGENT][NEUTRAL] Hearing aids. I could definitely check, give me just a moment we'll get your policy pulled up. Um, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII], but uh my husband is the uh
[CUSTOMER][NEUTRAL] Insured, he has family coverage.
[AGENT][NEUTRAL] OK, but you are covered under the policy, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and you said that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you have uh well actually first if you don't mind [PII], can I get a good uh call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] I'm sorry, I do not.
[AGENT][NEUTRAL] Um, I could start using your social.
[CUSTOMER][NEUTRAL] OK. Uh, you want mine or his?
[AGENT][NEUTRAL] Um, it'd probably be easier with his.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] 947958
[AGENT][NEUTRAL] OK, and I apologize, the first three digits that was [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, sorry about that. Give me just a moment.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] And what was his name?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, there we are sorry about that wait. OK, I'm just gonna verify some information really quick um and as you are covered I can just get your information um can I get your date of birth please, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Last thing I need is the email address we've got on file for y'all. It does look like it's a Gmail account.
[CUSTOMER][NEUTRAL] It could
[CUSTOMER][NEUTRAL] Uh, could be P.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] That's it, yes ma'am. OK, thank you for verifying that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So it looks like y'all have a couple policies with us. You do have a cancer policy and an intensive care policy. Uh, so, um, hearing aids would not be a covered benefit under either of those policies.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, alright then, thank you very much.
[AGENT][NEUTRAL] Alright, of course, did you have any other questions for me?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright, well thanks for calling APLO you have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.