AccountId: 011433970860
ContactId: a5615493-d3ee-49b1-8874-5ac4de1aac12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 373790 ms
Total Talk Time (AGENT): 107676 ms
Total Talk Time (CUSTOMER): 163235 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/a5615493-d3ee-49b1-8874-5ac4de1aac12_20250617T17:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, um, am I calling, um, uh, APL, OK. Uh, my husband, my name is [PII]. My husband [PII] works with Williams Communications. Now he has the APL gap insurance. um, I can give you the number, uh, the certificate, the date effective, uh, whatever you want, but I need to know what this plan covers.
[AGENT][NEUTRAL] OK, let me
[CUSTOMER][POSITIVE] Cause I'm on it too with him.
[AGENT][NEUTRAL] OK, [PII], um, let me, uh, go and get um a couple pieces of information from you and then I will get you over to the correct team, but let me go ahead and verify your account first. Um, and could you give me that policy number, please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, yes, the policy number is policy and certification is 02559304.
[AGENT][NEUTRAL] Alright, and could you please confirm, um, is the number that you're calling on the [PII], is that a good call back number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, that's my phone number, yes.
[AGENT][NEUTRAL] OK, and um could you please confirm the address that we should have on file and the last four of um David of the policyholder's social.
[CUSTOMER][NEUTRAL] OK, so the um so the uh address should be [PII] and [PII]'s birthday, is that what you wanted?
[AGENT][NEUTRAL] Uh, the last four of the social.
[CUSTOMER][NEUTRAL] So, OK, hold on a minute, [PII]. I have to say it so I don't forget it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No, you're fine. Thank you for that. Um, so let me go ahead and grab someone uh from our care team that can assist you with your questions and I'll let them know you're already verified so you don't have to go through that again.
[CUSTOMER][POSITIVE] OK all right thank you honey.
[AGENT][NEUTRAL] No problem, just a brief hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] in billing. How are you?
[CUSTOMER][NEUTRAL] Hey [PII], doing alright. How are you?
[AGENT][NEUTRAL] I'm good. Um, I have a [PII]. Um, she is, uh, calling regarding a policy, um, that she's on with her husband who's the employee, [PII], and, um, I can give you that policy number if you want to pull it up real quick.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] It's 255-93004 and um she's calling uh because she has questions about um like what her gap like what her plan covers um and it's gap.
[CUSTOMER][NEUTRAL] OK, she just wanted to check those benefits?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, yeah, um, is her callback number the [PII]?
[AGENT][NEUTRAL] Yeah, and she's already verified as well. I've already verified her.
[CUSTOMER][POSITIVE] OK cool I appreciate that um you could go ahead and send her over thank you.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] I don't got a gallbladder the next day.
[AGENT][NEUTRAL] Hi Ms. So, are you still there?
[AGENT][NEUTRAL] Hi, miss.
[CUSTOMER][NEUTRAL] They were gonna they said it would be a hole but like that the there was the incision was that big because that's how big my gallbladder was.
[CUSTOMER][NEUTRAL] So swollen. The gallbladder was this big. I feel better. Oh yes.
[AGENT][NEUTRAL] Hi, Ms. [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, I'm still here honey can you hold on a couple of minutes?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Uh, sure, no problem.
[CUSTOMER][NEUTRAL] And what happened now? Oh.
[CUSTOMER][NEGATIVE] Yeah, the thing went off.
[CUSTOMER][NEGATIVE] I hate these things cause they do that.
[CUSTOMER][NEUTRAL] No, what are you doing?
[CUSTOMER][NEUTRAL] Uh, let me see here, hide that.
[CUSTOMER][NEUTRAL] OK, let me put this back in my ear.
[CUSTOMER][NEUTRAL] Oh, come on, OK, alright, honey, can you just wait a couple minutes or do I need to call you back?
[AGENT][NEUTRAL] Um, I have a [PII] with the care team, um, on the line to assist you. Um, did you still want, um, assistance with the gap, uh, um, coverage benefits?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, I do, honey, but I'm, I'm in front, I'm in front of my uh my uh doctor right now, uh, and I need, could she call me back in about 10 minutes? Can they do that?
[CUSTOMER][NEUTRAL] Um, I can give you a call back, yeah, that's fine.
[CUSTOMER][NEUTRAL] Yeah, give me a call back about 10-15 minutes and I'll be, I'll be out of the doctor's office and then we can talk. OK, yeah, because I don't know anything about this plan and I need to figure it out.
[CUSTOMER][POSITIVE] Definitely I can help you out with that. Uh, I'll give you a call back here in about, yeah about 5 after 1.
[CUSTOMER][POSITIVE] OK, that'll be fine honey. All right, thank you.
[CUSTOMER][POSITIVE] Thank you, sweetie. Bye-bye.