AccountId: 011433970860
ContactId: abf5e216-63f5-4c69-bb74-045657443309
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227520 ms
Total Talk Time (AGENT): 78229 ms
Total Talk Time (CUSTOMER): 88817 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/abf5e216-63f5-4c69-bb74-045657443309_20250131T16:44_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how you doing? My name is [PII].
[CUSTOMER][NEUTRAL] And I'd like to know where do I stand with this card. I got a doctor's appointment on Monday.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um I I wanna know um is my insurance card.
[CUSTOMER][NEUTRAL] This is a health insurance card, right?
[AGENT][NEUTRAL] Um, what's that policy certificate number on there and I'll look it up for you.
[CUSTOMER][NEUTRAL] You said the what now?
[AGENT][NEUTRAL] Your policy er number on your card?
[CUSTOMER][NEUTRAL] Yeah I think you are.
[CUSTOMER][NEUTRAL] OK, it is um 02466821.
[AGENT][NEUTRAL] OK, thank you, hold on just a moment.
[AGENT][NEUTRAL] OK. And do you mind verifying your date of birth and your address for me, Mr. [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] My address is [PII]. I work for [PII] at TTI.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your date of birth and your phone number and email address.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] Uh, address is, um, I'm gonna say what was that again? Date of birth and what else?
[AGENT][NEUTRAL] Your email
[AGENT][NEUTRAL] Email address and phone number.
[CUSTOMER][NEUTRAL] Oh, email.
[CUSTOMER][NEUTRAL] Email address is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][POSITIVE] OK, thank you for verifying.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] This is your medical um card. um, you would just give that to the, the doctor when you arrive um as your medical insurance.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Is there any co-pays or what?
[AGENT][NEUTRAL] Um, I would have to get somebody in our, um, claims and benefits department that can go over that with you. Um, would you like for me to transfer you to that department?
[CUSTOMER][NEUTRAL] Oh, that
[CUSTOMER][NEUTRAL] Yes, ma'am, please.
[AGENT][NEUTRAL] OK, and is there anything else I can help you with in customer service before I transfer you?
[CUSTOMER][POSITIVE] Uh, no, ma'am, very good. Thank you.
[AGENT][POSITIVE] Alright, well thank you Mr. [PII], uh, for calling APL and you have a wonderful weekend and hold and I'll connect you with them.
[AGENT][POSITIVE] The benefits.
[CUSTOMER][POSITIVE] Thank you ma'am.
[AGENT][POSITIVE] Mhm, thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Thank you [PII] how are you? I'm doing well.
[AGENT][NEUTRAL] I'm good. I have uh [PII] on the phone and he's calling, he's got a doctor's appointment and he's wanting to know what's covered under this policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And all this information has been verified?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, um, and that is his callback number listed there, the [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And OK, let me just make sure I have him. [PII] and where and he's been, uh, verified, [PII].
[AGENT][NEUTRAL] Yes, uh huh.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] Alright, thank you, and here he is [PII], mhm.
[CUSTOMER][POSITIVE] You're welcome. All right, thank you.
[CUSTOMER][NEUTRAL] Hello Mr. [PII].