AccountId: 011433970860
ContactId: c030ea95-abbd-40df-84d3-377611b24fb2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309869 ms
Total Talk Time (AGENT): 153851 ms
Total Talk Time (CUSTOMER): 59208 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/c030ea95-abbd-40df-84d3-377611b24fb2_20250409T16:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII]. I was calling because I needed my medical insurance policy number.
[AGENT][POSITIVE] All right, Mr. [PII], I'd be happy to help you with getting that policy number today. Um, just in case we get disconnected, what is a good phone number I can call you back at?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, Mr. [PII], and since you don't have your policy number, I'm going to need your social so that I can pull it up looking um with that information.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, give me just a moment. I'll try to bring it up using that social. It usually takes a little bit longer to search that way, so just bear with me, OK?
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] I was able to locate a policy for you.
[AGENT][NEUTRAL] Um, can you spell your last name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, Mr. [PII], I just need you to verify a little bit of information for me before we can continue.
[AGENT][NEUTRAL] What is your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And your current address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And you already gave me your phone number, so the last thing I need is your email address.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right, Mr. [PII]. Thank you so much for verifying all that information for me. Um, I do have your policy number, you said for your um hospital plan?
[CUSTOMER][NEUTRAL] Um, the medical, the for the medical insurance.
[AGENT][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] I'm not sure if that's the same thing.
[AGENT][NEUTRAL] Yeah, that's it. Um, are you ready for the policy number?
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] OK, it is 025.
[AGENT][NEUTRAL] 79.
[AGENT][NEUTRAL] 887.
[CUSTOMER][NEUTRAL] OK, and does it show, well, never mind, I have my bill.
[AGENT][NEUTRAL] OK, um, was there anything else I could do for you?
[CUSTOMER][NEUTRAL] Um, alright.
[CUSTOMER][NEUTRAL] Um, so, um, I do have an appointment tomorrow, so, um, will I give you guys a call back? Do I supposed to make a claim after I visit the appointment?
[AGENT][NEUTRAL] So the um your medical provider should file the claim for you, um, but if in the event that they do not, uh, yes, you would file the claim yourself.
[CUSTOMER][NEUTRAL] Oh, OK. All right.
[AGENT][NEUTRAL] All right. Um, do you have your
[AGENT][NEUTRAL] Um, have you signed up for our online service center?
[CUSTOMER][NEUTRAL] Um, no, I haven't.
[AGENT][NEUTRAL] OK, uh, if you sign up for our online service center you can get access to your ID cards, um.
[AGENT][NEUTRAL] And your policy information. Also, you can upload claim documents and um um.
[AGENT][NEUTRAL] Let's see what else can you do? You can send messages to us through there, so there's a bunch of different stuff you could do through that. Uh, would you like me to send you an email with the link for you to sign up?
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][POSITIVE] Perfect. All right, Mr. [PII]. Well, I'll send you that over and you can just um sign up for that and you'll have access to your ID card. Uh, you may need that tomorrow. Um, but other than that, if you have any other questions or concerns, you can always give us a call back and we appreciate your business and thank you so much. Hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] Thank you. Bye-bye.