AccountId: 011433970860
ContactId: b7486d1e-2e47-40a8-9e25-a57dcc12bc9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158339 ms
Total Talk Time (AGENT): 54941 ms
Total Talk Time (CUSTOMER): 69283 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/b7486d1e-2e47-40a8-9e25-a57dcc12bc9c_20250210T13:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, um, my name is [PII]. I just wanted to call in to confirm coverage, uh, for myself and my husband.
[AGENT][POSITIVE] I'm sure [PII], I can assist you with your benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. Now I need your policy number, please.
[CUSTOMER][NEUTRAL] So we don't have a policy number as of yet. Uh, he started the plan with his, with his um employer, so we just wanted to call and see if he was active yet.
[AGENT][NEUTRAL] Um, well, I could try to look it up by his social. Do you have his social?
[CUSTOMER][NEUTRAL] Yes, so his social security number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. You said that was [PII]?
[CUSTOMER][NEUTRAL] Yes, and it should be under [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Actually, no policies um coming up under that um Social Security number. I could try to look them up by name. Um, what's the last name again?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. Thanks for your patience, [PII] and I apologize. um, no one's coming up under that name either.
[CUSTOMER][NEUTRAL] OK, um, I will double check because it looks like they go through an agency called.
[CUSTOMER][NEUTRAL] Um, sorry.
[CUSTOMER][NEUTRAL] Mhm, Benefits in a card, Benefits wizard. So, would there be like a different number I'm guessing maybe?
[AGENT][NEUTRAL] Um, we'll try to start with the HR department, um, or who's whoever is over the, um, benefits on this job. Start with them first and, uh, get that information from them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. All right, well thank you so much for checking.
[AGENT][POSITIVE] OK. Thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you.