AccountId: 011433970860
ContactId: c06e1fdd-3e9a-463c-95c7-ad02d2206ecc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 448239 ms
Total Talk Time (AGENT): 102866 ms
Total Talk Time (CUSTOMER): 136251 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/c06e1fdd-3e9a-463c-95c7-ad02d2206ecc_20250313T20:50_UTC.wav
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[AGENT][POSITIVE] Good Afternoon, thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Hi, I'm calling um to inquire just information about coverage since I've never used my um supplemental insurance before.
[AGENT][NEUTRAL] OK, I can help you with that. Can I get your name and your policy number, please?
[CUSTOMER][NEUTRAL] Yeah, 00, and actually I just realized my name is misspelled on the card, so I'll just give it to you how it's spelled here. Um, the first name is [PII], that's how they spelled it, but it's supposed to be um [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And last name is [PII]
[AGENT][NEUTRAL] OK, thank you. And the policy number?
[CUSTOMER][NEUTRAL] Policy number, is, is that the payer ID or the group number?
[AGENT][NEUTRAL] Should be a policy er number, inpatient outpatient number, anything like that?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh yes, yes, inpatient outpatient, which one do I give you?
[AGENT][NEUTRAL] Either one.
[CUSTOMER][NEUTRAL] OK, um, 023297-02.
[CUSTOMER][NEUTRAL] NL 7.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hey, I can.
[AGENT][NEUTRAL] And do you mind verifying your um date of birth and your address for me, please?
[CUSTOMER][NEUTRAL] Yeah, the date of birth is [PII], and address is [PII].
[AGENT][NEUTRAL] OK. And your phone number and email.
[CUSTOMER][NEUTRAL] Uh, phone number is [PII]. Email is [PII].
[AGENT][NEUTRAL] All right, thank you. And hold on just a moment, I'll get your, your name corrected, um.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you said it's [PII]?
[CUSTOMER][NEUTRAL] Uh [PII] Yeah, so instead of that [PII], it should be an [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I have that changed for you and.
[AGENT][NEUTRAL] You were calling to get benefits and see how it works and that that kind of information.
[CUSTOMER][NEUTRAL] Yeah, so, so for example, um, I'm pregnant now, so I just wanna know how would this benefit me, um, you know, once I deliver, or how would it work?
[AGENT][NEUTRAL] OK, um, I will need to connect you with our claims and benefits department, uh, if you don't mind, I can put you on hold for just a moment. Is there anything else I can help you with in customer service before I transfer you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, no, well, I see that my insurance card says effectively, uh, 4123. I know I've had this card for a while, but it's, it's still, uh, effective, right?
[AGENT][POSITIVE] Yes ma'am, and I will get you a new card with your, your name spelled correctly on it, um, and I've got that ordered for you and that should go out in the mail to you, right, right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] OK, and thank you for calling APL. You have a wonderful day and congratulations on your pregnancy and hold and hold just a minute, I'll connect you with benefits.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mmm.
[AGENT][NEUTRAL] Oh [PII].
[CUSTOMER][NEUTRAL] This is Ay.
[AGENT][NEUTRAL] Hey, this is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you, [PII]?
[AGENT][NEUTRAL] I'm good. I have uh Drivis Cabeza on the phone and she's needing to know what's covered under her policy for, um,
[AGENT][NEUTRAL] Pregnancy.
[CUSTOMER][NEUTRAL] OK. And the policy number?
[AGENT][NEUTRAL] 23297002.
[AGENT][NEUTRAL] She's fully verified.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. And her callback number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, you can send her over.
[AGENT][POSITIVE] All right. Thank you, [PII]. Have a good day.
[CUSTOMER][POSITIVE] Mhm. You too. Thanks.
[CUSTOMER][POSITIVE] Thank you for calling AT