AccountId: 011433970860
ContactId: c3aba52a-c492-47b4-99c4-1b9f007d3444
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156100 ms
Total Talk Time (AGENT): 69978 ms
Total Talk Time (CUSTOMER): 56268 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/c3aba52a-c492-47b4-99c4-1b9f007d3444_20250606T18:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I received my benefits card, and I sent it to my doctor to see if they were a part of your plan. And she said that I only have like limited hospital benefits. I don't even have a doc a medical plan, really.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, let me look into the benefits for you, [PII]. Um, can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Which is weird.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Of course, it's [PII].
[AGENT][NEUTRAL] And what's the policy number on the card?
[CUSTOMER][NEUTRAL] Policy number is 02633153.
[AGENT][NEUTRAL] Right, let me look that up.
[AGENT][NEUTRAL] Can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Certainly [PII] next week.
[AGENT][POSITIVE] Exciting.
[AGENT][NEUTRAL] Um, what is the mailing address that we have?
[CUSTOMER][NEUTRAL] Not really, but you know, closer.
[AGENT][NEUTRAL] Uh, what's the mailing address that we have?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Let me see
[AGENT][NEUTRAL] Um, this insurance policy or this policy number is for a hospital indemnity policy, but let me see.
[AGENT][NEUTRAL] It looks like
[CUSTOMER][NEUTRAL] Am I supposed to have a different?
[AGENT][NEUTRAL] It looks like uh you have a hospital indemnity group accident.
[AGENT][NEUTRAL] Short-term disability, cancer?
[AGENT][NEUTRAL] Uh, group term life and dental insurance, but as far as like a major medical.
[AGENT][NEUTRAL] Um, as if like it's for just a routine visit, that would be, um, whoever was with your employer, whatever your employer has, uh, we do not provide major medical, so it would be, yeah, you'll need to talk to your employer to see who your major medical is. We're only supplemental, um, insurance, yeah, so you'll talk to your employer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so reach out to them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome. And she was right. OK, perfect. I will do that. I appreciate your help.
[AGENT][POSITIVE] Alright, thank you so much for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Right, right, bye.