AccountId: 011433970860
ContactId: cd6a9c09-ec77-4a7b-970c-0a59e07ffa8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188160 ms
Total Talk Time (AGENT): 55689 ms
Total Talk Time (CUSTOMER): 102321 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/cd6a9c09-ec77-4a7b-970c-0a59e07ffa8e_20250328T13:10_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. I am calling on behalf of my husband who is a member of your group, and um we have a general question. uh, we received uh an explanation of benefits and um the service was not covered.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] We really don't know how to, to find out what would be covered and what would not be covered.
[AGENT][NEUTRAL] OK. Yes, ma'am. I can assist you with the benefits and claim status. And first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] And I am calling from [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now could I
[CUSTOMER][NEUTRAL] My last name is.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK, thank you. And could I get the
[CUSTOMER][NEUTRAL] I'm sorry, I interrupted.
[AGENT][NEUTRAL] Oh, no problem. Um, could I get the policy number, please? Could I get the policy number?
[CUSTOMER][NEUTRAL] The what?
[CUSTOMER][NEUTRAL] OK, the policy number, let me see.
[CUSTOMER][NEUTRAL] Uh, it's group 15034.
[CUSTOMER][NEUTRAL] The coverage is individual. My husband's name is [PII].
[CUSTOMER][NEUTRAL] And the benefit certificate number in hospital or outpatient do you need? They're different.
[AGENT][NEUTRAL] The outpatient number.
[CUSTOMER][NEUTRAL] OK, it's 1,481,600, M as in Mary, L as in Louis, number 8.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][POSITIVE] You're welcome. Thank you.
[AGENT][NEUTRAL] OK. And is your husband available to verify his benefits and give you permission to speak for him?
[CUSTOMER][NEUTRAL] Uh, actually, he's at work and he's in a meeting, so no.
[CUSTOMER][NEUTRAL] I guess we would have to call back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. You can call him, call back with.
[CUSTOMER][NEUTRAL] What, what are your hours?
[AGENT][NEUTRAL] Um, hours are [PII] Central time, [PII] Central Time.
[CUSTOMER][NEUTRAL] OK. And uh, can he call and
[CUSTOMER][NEUTRAL] Because he probably won't be home before you're closed, can he call and give me permission to speak with you over the phone?
[AGENT][NEUTRAL] Yeah, I'm not
[AGENT][NEUTRAL] Um, yes, ma'am. Normally what happens is, um, you would call with him on a three-way to verify his benefits and give you permission to speak and if he have to leave the call after that, that's fine.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK. OK. Thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] We'll call back.
[CUSTOMER][POSITIVE] No, that's all. Thank you for your help. Have a good day.
[AGENT][NEUTRAL] OK. Thank you, [PII]. Uh-huh. Thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] My pleasure. Thank you.