AccountId: 011433970860
ContactId: b96cf4b8-ca17-4954-955c-4cdb1d9fed0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170080 ms
Total Talk Time (AGENT): 83704 ms
Total Talk Time (CUSTOMER): 53628 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/b96cf4b8-ca17-4954-955c-4cdb1d9fed0d_20250422T16:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII]. I was wondering if you can give me my health insurance policy number.
[AGENT][NEUTRAL] Yeah, to find that policy number for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] And book number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, uh, really quick, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Got it thank you um let's see without the policy number I can search using your social.
[CUSTOMER][NEUTRAL] OK, that's fine. Um, my social is [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. [PII], I'm just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII], my [PII], [PII] uh zip code is [PII].
[AGENT][NEUTRAL] Perfect OK, last thing I need is the email address that we've got on file for you. Uh, looks like it's a Gmail account.
[CUSTOMER][NEUTRAL] Uh yes, it should be [PII].
[AGENT][POSITIVE] Awesome that's it OK thank you so much for verifying all of that OK so were we needing this information for your uh cancer policy?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, no, ma'am, for my health insurance, I think it should be that one.
[AGENT][NEUTRAL] Um, so you, you have two policies with us, [PII]. You've got a cancer policy and a short term disability policy. Those are the only ones you have with us.
[CUSTOMER][NEGATIVE] I think it's the cancer.
[CUSTOMER][NEUTRAL] I think it's the cancel one.
[AGENT][NEUTRAL] Oh OK for the cancer OK and we were needing that policy number and the group number you said?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK. Just a moment.
[CUSTOMER][NEUTRAL] This one does is for the medical one, right? I'm at the hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, this is a cancer policy.
[CUSTOMER][NEUTRAL] Which one is for my medical?
[AGENT][NEUTRAL] Um, I'm not sure. You don't have a medical policy with us, [PII]. You only have the cancer and the short term disability. So if you've got a medical policy, it would be through a different, uh, carrier.
[CUSTOMER][NEUTRAL] They said I don't have medical.
[AGENT][NEUTRAL] If you're not sure who that is I would get with your employer to find.