AccountId: 011433970860
ContactId: c2a155b6-1dd2-43a4-877d-2c23fe56fd7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271130 ms
Total Talk Time (AGENT): 115206 ms
Total Talk Time (CUSTOMER): 71148 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/c2a155b6-1dd2-43a4-877d-2c23fe56fd7d_20250211T15:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, I was just calling to check on my coverage.
[AGENT][POSITIVE] OK, I'm happy to help with that. Do you have your policy number?
[CUSTOMER][NEGATIVE] No, ma'am, I don't. I don't even um I was trying to log in but I don't uh I don't know how like it keeps saying my stuff is not working.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm, OK. Yeah, we've had some reports this morning with the online service centers not been working as it should, unfortunately, but I can definitely look up your policy by name or social, whichever you would prefer to give me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Either either one is fine. Uh, my social is uh excuse me, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you so much. Give me just one moment, let me take a look.
[AGENT][NEUTRAL] And then if I could get your first name and last name, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] All right, thank you so much. And then if I could just, I need to verify your date of birth and address, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then um I tried to change my address. So my new address is uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, is it, is it still, uh, [PII]?
[CUSTOMER][NEUTRAL] Because I tried to change it.
[AGENT][NEUTRAL] Um, it looks like it's
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] Yeah, OK, yeah, that's why I try to change too. OK, yeah.
[AGENT][NEUTRAL] So that's the current one, the [PII].
[CUSTOMER][NEUTRAL] Uh-huh, [PII].
[AGENT][NEUTRAL] OK. Great. All right, [PII]. So I've got your stuff pulled up here. So, did you need policy numbers? What do you need from us today?
[CUSTOMER][NEUTRAL] Um, would, would I be able to go up on my insurance or no?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That would probably
[CUSTOMER][NEUTRAL] Like, like, would I be able to
[AGENT][NEUTRAL] You mean like change the plan?
[CUSTOMER][POSITIVE] Yeah, like, like get more coverage.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Um, I'm not sure if that's something you can do through us. You may have to do that through the actual.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So it looks like with your employer uh benefits on a card is the one that you would speak with in regards to make any any sort of changes to your existing plan.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] So I'm happy to transfer you to them if you'd like and then if you have something to write down, I can give you the uh medical policy number if you need that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Let me know whenever you're ready.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, so that policy number is 255.
[CUSTOMER][NEUTRAL] 255
[AGENT][NEUTRAL] 4963.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. And uh let me get you over to benefits in a car. They should be able to help you with seeing if there's anything else available to change to, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Welcome to Benefits in a car.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol pres.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.