AccountId: 011433970860
ContactId: 86f5b9ad-c443-4077-b692-30699681267c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304540 ms
Total Talk Time (AGENT): 123345 ms
Total Talk Time (CUSTOMER): 81588 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/86f5b9ad-c443-4077-b692-30699681267c_20250129T16:23_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi. Um, can you help me find some information on, on my, um, insurance?
[AGENT][NEUTRAL] Um, yeah, it depends on what type of information, but yeah, I can go ahead and give you some information about your insurance. Um, do you, may I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. My phone number is [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] 0258.
[CUSTOMER][NEUTRAL] 6157
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] For security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] My birthday is [PII].
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][NEUTRAL] OK, what's your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. All right. And what information are you needing from your policy?
[CUSTOMER][NEUTRAL] Um, yesterday I tried to
[CUSTOMER][NEUTRAL] Get a flu shot.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I provided them my APL card, but
[CUSTOMER][NEGATIVE] They didn't find the information that they needed.
[CUSTOMER][NEUTRAL] Um, they said they wanted
[CUSTOMER][NEUTRAL] They wanted um
[CUSTOMER][NEUTRAL] My VIN number, my PCN number.
[CUSTOMER][NEUTRAL] My ID and my RX group.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Do, do you know if you can find those for me?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, yeah, I can try to find that for you. And let's see, so you don't have uh the copy of our card, APL card?
[CUSTOMER][NEUTRAL] I do have the copy.
[AGENT][NEUTRAL] In the back of the card, you don't see anything for Farmvale?
[CUSTOMER][NEUTRAL] But um
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I showed them the farm vale.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEGATIVE] They said it wasn't, it wasn't enough.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, because that's the only information we have, um, pertaining the information that they're asking like a vendor number VIN number it's only farm available um that has that type of information. Um, other than that for immunizations, um.
[AGENT][NEUTRAL] What you can do is get in contact with a benefits in IMA I'm sorry, not benefits in the car but IMA IMA is the one that handles immunizations or preventative service, and they can let you know if they cover how much they cover and they can also let you know what information they can give you for you to give the provider, um, but they're a different company so I can go ahead and give you their number and try to transfer you is that OK?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment, let me get there.
[AGENT][NEUTRAL] OK, so the number 2 IMA is 1-800-833.
[AGENT][NEUTRAL] 4296. Let me know if I need to repeat it.
[CUSTOMER][NEUTRAL] 83342996
[AGENT][POSITIVE] Yes, 1800-8334296 is gonna be option number one to get to the right place. And um I can go ahead and transfer you over if you want me to. Is, is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, that's it. You can, you can transfer me thank you.
[AGENT][POSITIVE] OK, you're welcome and thank you for calling APL. Have a good day. One moment while I transfer.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits. The ads all agents are currently assisting other callers.
[CUSTOMER][NEUTRAL] Please remain on the line and your call will be answered by the next agent.
[CUSTOMER][NEUTRAL] We