AccountId: 011433970860
ContactId: 84563434-f53e-4314-9cff-d9f251e4331f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287920 ms
Total Talk Time (AGENT): 66841 ms
Total Talk Time (CUSTOMER): 104868 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/84563434-f53e-4314-9cff-d9f251e4331f_20250213T15:56_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi. Uh, my name is [PII]. I'm calling to
[CUSTOMER][NEUTRAL] Uh, verification of uh medical benefits, and I would like to know what coverage I have and um, which hospital I can go if it's part of uh um
[CUSTOMER][NEUTRAL] If it's part of, uh, if they take it and um
[CUSTOMER][NEUTRAL] Hold on, if they can take it in the GPS.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Clinic.
[AGENT][NEUTRAL] I can check, I can check what type of product you have with us or what type of policy you have with us. Um, may I have a callback number just in case we get disconnected, Ms. No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's 682.
[CUSTOMER][NEUTRAL] 451
[CUSTOMER][NEUTRAL] 873 8.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] To be honest, I just did it um through um on truck uh agency.
[CUSTOMER][NEUTRAL] So, I don't know, I choose a plan, so the last time I did it for medical benefits, I don't know if with my name and my social you can find me. um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, bear with me. Let me have your social.
[CUSTOMER][NEUTRAL] Yeah, my social is [PII].
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] What's the spelling of your last name?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] OK, let me repeat back the social you gave me. Was it [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I, I, it didn't pull anything up in our system.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] I took the wrong number.
[CUSTOMER][NEUTRAL] You guys work log in um collaborate with um on track?
[CUSTOMER][NEUTRAL] Agency?
[AGENT][NEUTRAL] You said how do you spell that?
[CUSTOMER][NEUTRAL] On track is ON.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] A [PII]
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] On Truck Stop.
[AGENT][NEUTRAL] Let me check and see if it's one of our groups. OK, one moment.
[AGENT][NEUTRAL] I don't see on track listed um let me see if it's one of our newest 11 moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] No, I have nothing for on track in our system.
[CUSTOMER][NEUTRAL] OK, that's me I.
[AGENT][NEUTRAL] Is it a trucking company or?
[CUSTOMER][NEUTRAL] No, it's just an agency for jobs as such.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, I think I took the wrong number. Thank you though. Thank you for your time.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Mhm. Thank you too.
[AGENT][NEUTRAL] Mhm.