AccountId: 011433970860
ContactId: 994473d9-b82a-4852-bb9f-1ee7451461a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 352299 ms
Total Talk Time (AGENT): 85208 ms
Total Talk Time (CUSTOMER): 60228 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/994473d9-b82a-4852-bb9f-1ee7451461a9_20250430T19:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes. Um, I was calling to see um what I am covered for. Um, I am going to have a surgery here soon. I wanted to know if um I am covered for anything related to that.
[AGENT][POSITIVE] All right, I'd be happy to help you with, uh, finding out your benefits today. Um, can you state your name for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, Ms. [PII], and just in case they get uh disconnected, what's a good phone number I can call you back at?
[CUSTOMER][NEUTRAL] It's area code [PII].
[AGENT][NEUTRAL] All right. And do you have your policy number?
[CUSTOMER][NEUTRAL] Um yes, it is.
[CUSTOMER][NEUTRAL] 02451509.
[AGENT][NEUTRAL] Alright, Ms. [PII], give me just a second, let me get that pulled up.
[AGENT][NEUTRAL] Alright, I was able to locate your policy. I just need to verify a little bit of information from you. What is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And you already gave me your phone number, so the last thing I need is your email address.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][POSITIVE] Alright, thank you so much for verifying all that information for me. Let me take a look at your policy real quick.
[AGENT][NEUTRAL] Alright, Miss [PII], I'm gonna have to transfer you to our care team to go over the benefits for you. Um, was there anything else I could do for you before I transfer you?
[CUSTOMER][NEUTRAL] Mm, no.
[AGENT][POSITIVE] Alright, well thank you so much for calling APO and I hope you have a wonderful day. Hold on just a moment, I'm gonna get somebody on the line for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bring
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] and customer service. How are you?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] I'm good. I have an insured on the line wanting to uh verify her benefits.
[CUSTOMER][NEUTRAL] OK, do you have the policy number?
[AGENT][NEUTRAL] Yes, it is 245.
[AGENT][NEUTRAL] 1509.
[CUSTOMER][NEUTRAL] And has she been verified?
[AGENT][NEUTRAL] Yes ma'am and her callback number is the number in the system.
[CUSTOMER][POSITIVE] OK perfect thank you so much you can release her on over.
[AGENT][POSITIVE] Alright here she comes thank you.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Hi, this is [PII] on the care team.