AccountId: 011433970860
ContactId: 991f810a-2eb6-4c52-9312-1722538a4e0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189500 ms
Total Talk Time (AGENT): 105053 ms
Total Talk Time (CUSTOMER): 90402 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/991f810a-2eb6-4c52-9312-1722538a4e0c_20250205T23:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, hi, [PII], my name is [PII]. I'm trying to find out if my son just got new insurance and he's at work anyway. He wants to find out if, if his CPAP is covered and if his doctor is covered, and we can't seem to find that out anywhere.
[AGENT][NEUTRAL] OK, I can get that policy pulled up and we could take a look at those benefits. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] I'm sorry, that was [PII]?
[CUSTOMER][NEUTRAL] Yes it was.
[AGENT][NEUTRAL] OK, um, do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I, well, policy number is 02586149.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][POSITIVE] No problem. Thank you so much.
[AGENT][NEUTRAL] Of course, OK, and what was uh your son's name? I'm sorry.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I know you said you did say he was at work, is that right?
[CUSTOMER][NEUTRAL] Yeah, he's at work.
[AGENT][NEUTRAL] OK, um, so unfortunately I would have to speak with him to get permission to speak about the policy, uh, to you on your behalf.
[AGENT][NEUTRAL] Um, so unless until he's able to actually get.
[AGENT][NEUTRAL] Speak with us and let us know it's OK to talk to you. I'm not able to disclose any information about what's covered.
[CUSTOMER][NEUTRAL] I had a feeling I mean no it's OK. I have ROIs everywhere but with you it's fine. I will give him a call at work and see if he can call you guys really quick. Is there an extension number?
[AGENT][NEUTRAL] Yes, we could, um, we can send him um no it but um we're also here it's perfectly fine. I'll make a note that you know you called, um, and then he can ask about a third party authorization form um he can fill that out essentially what that means is you can call any time you'd like we wouldn't have to get verbal consent from him a verification um that would probably be the easiest going forward.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so once he calls you and says you could talk to me it's not noted in the system.
[AGENT][NEUTRAL] We would have to have that form unless he was there with you, his verbal consent unless you're present with him, that would be good for that one time. Does that make sense?
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] Oh yeah, no, it makes sense. I was just hoping that it wasn't true because he's not, he, if he was standing here he'd be asking me all these questions and we would just be going back and forth, so.
[AGENT][NEUTRAL] No, I understand.
[AGENT][NEUTRAL] No, that's fine if he was standing there with you that um we would be able to verify his info and say, you know, is it OK that we speak to [PII] and then we could speak with you freely.
[CUSTOMER][NEUTRAL] OK, I will call him.
[AGENT][NEUTRAL] But it would be for that one call.
[CUSTOMER][NEUTRAL] Oh, OK, and I'll tell him, does he have to correct his address again because he only corrected it on one thing.
[CUSTOMER][NEUTRAL] He typed it into the system wrong when he was entering for the insurance, so.
[AGENT][POSITIVE] Oh OK when he calls we'll verify all of that and we'll make sure that that's correct.
[CUSTOMER][POSITIVE] OK, perfect. I will call him at work.
[AGENT][NEUTRAL] Alright, OK, and if there's any other time, we are open from um [PII] Central time Monday through Friday, so any time that's convenient.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, well, I'm in [PII] and it's [PII], so I'll see what I can find out. OK, thanks, thank you.
[AGENT][POSITIVE] All right sorry there wasn't more I could do for you. I hope you have a great night.
[CUSTOMER][NEUTRAL] OK, you too.