AccountId: 011433970860
ContactId: c71b0217-e915-49be-9571-fcc2d93696ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199020 ms
Total Talk Time (AGENT): 131764 ms
Total Talk Time (CUSTOMER): 79472 ms
Interruptions: 7
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/c71b0217-e915-49be-9571-fcc2d93696ec_20250609T16:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling IPL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I hope so. Hey, this is [PII] and claims. I'm trying to verify a dependent on a policy, please.
[AGENT][NEUTRAL] OK, that would go to care team, baby. Um, are y'all sending it to the right queue? We're in that, um, queue, the, the customer service support where we get escalation calls only.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, I did not have that available. I just have customer service support.
[AGENT][NEUTRAL] But let me, but let me give me.
[AGENT][NEUTRAL] You don't?
[CUSTOMER][NEUTRAL] No, I just, I only have customer service support.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK, wait just a minute, it's there it's still under APL care team.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, I might have to report that. What's the policy number?
[CUSTOMER][NEUTRAL] Are you able to see what I'm talking about though before you.
[AGENT][NEGATIVE] No, I can't see what you have access to.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, the policy number.
[AGENT][NEUTRAL] OK, because we've gotten some calls and I'm just wondering if it's disappeared.
[CUSTOMER][NEUTRAL] Oh, so you've gotten some calls of, of this nature. I just want to make sure I'm not the only one that's calling.
[AGENT][NEUTRAL] Or something.
[AGENT][NEUTRAL] From claims, yeah, yeah, yes. Yes, ma'am.
[CUSTOMER][POSITIVE] Oh, OK. Thank you. Thank you so much for that. OK.
[AGENT][POSITIVE] Oh, you're welcome. No problem.
[AGENT][NEUTRAL] Go ahead. Give me the policy number.
[CUSTOMER][NEUTRAL] OK. All right. Mhm.
[CUSTOMER][NEUTRAL] It is 262-322-1.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And who is the uh
[AGENT][NEUTRAL] Who are you?
[CUSTOMER][NEUTRAL] I'm looking for dependent [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I just need to know if he's yeah.
[AGENT][NEUTRAL] Mm, yeah, OK. Oh, this is a um.
[AGENT][NEUTRAL] A big plan and I can't. OK, give me one second, OK? And let me, let me, we're gonna have to log into big and see if he, if [PII] is a dependent on the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, are, do you have the customer on the line?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have a provider on the line calling for benefits.
[AGENT][NEUTRAL] Oh, a provider. OK. I'm sorry. OK, OK, OK. Uh.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] OK, um, what I can do is I can just tell this uh provider that I can give her a call back after, um, after I find out, so if you could.
[AGENT][NEUTRAL] OK, yes, please, and that way it won't let me log into Bic for some reason and it has not been fixed yet even though I've requested it to be fixed and I, and I do know somebody that can log into big for me. So, um let me I you when I get the information so it's [PII], a child that you need.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] Yes, and do you need, yes, do you need a date of birth for him?
[AGENT][NEUTRAL] Yes, what's the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, OK, as soon as I get somebody to log in, I will, um, get back with you on the IM, OK.
[CUSTOMER][NEUTRAL] And it's
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry. OK, thank you. All right, [PII]. bye bye.
[CUSTOMER][POSITIVE] OK, all right, thank you so much, [PII] appreciate it no problem.
[CUSTOMER][POSITIVE] OK, you're welcome alright bye bye.
[AGENT][NEUTRAL] Bye.