AccountId: 011433970860
ContactId: bb9437ea-592e-4dc2-97a5-95d1e3aaf09c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161059 ms
Total Talk Time (AGENT): 61861 ms
Total Talk Time (CUSTOMER): 75904 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/bb9437ea-592e-4dc2-97a5-95d1e3aaf09c_20250307T20:40_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi um I was just calling.
[CUSTOMER][NEUTRAL] To verify my benefits that we have.
[CUSTOMER][NEUTRAL] Um, we were just recently switched his, we got this through his job, his employer.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I tried using.
[CUSTOMER][NEUTRAL] The log in register online online service center.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it said he he wasn't in the system?
[CUSTOMER][NEUTRAL] But I have the cards.
[CUSTOMER][NEGATIVE] And I was trying to register the new user um but it it still wasn't.
[CUSTOMER][NEUTRAL] Working and I'm definitely not in the right place calling, but
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But uh I uh was like, well, I.
[AGENT][NEUTRAL] You just need to, you just wanna know, right? What's going on?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Well, I can help you with what's going on. That would be my pleasure and you said you had the APL ID cards?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Correct, yeah.
[AGENT][NEUTRAL] And what is the policy number listed on the card?
[CUSTOMER][NEUTRAL] It's 02519357.
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] My name is [PII] and it's the last name spelled [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, he
[AGENT][NEUTRAL] Um, he would need to call in because you are not listed on the policy or if you can do a call to him real quick on a three way and I can get verbal permission to speak with you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] During this call?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but because of HIPAA, we're not able to give any information since you're not listed on the policy. I'm sorry.
[CUSTOMER][NEUTRAL] OK, that's fine. And what are you guys' out is it Monday through Friday from?
[AGENT][NEUTRAL] It is, it's actually it's Monday through Friday from [PII] Central Standard Time.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, perfect. OK, all right, thank you.
[AGENT][POSITIVE] And just get him to call back in we'll be happy to help.
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][POSITIVE] OK. Thank you. You have a wonderful afternoon.
[CUSTOMER][POSITIVE] Yeah you too bye bye.
[AGENT][POSITIVE] Thank you, bye