AccountId: 011433970860
ContactId: cdd81588-523c-4bf0-b348-d1262ab3db42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161699 ms
Total Talk Time (AGENT): 52759 ms
Total Talk Time (CUSTOMER): 67578 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/cdd81588-523c-4bf0-b348-d1262ab3db42_20250121T19:05_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] again. You're from the APL agent. How are you?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Good. Hey, can you, I hate to ask this, but I'm being honest with you, can you give me the ASPB number for the Medlink 9 in the state of [PII]?
[AGENT][NEUTRAL] Yeah, um, just a second.
[AGENT][NEUTRAL] Just the enrollment form number.
[CUSTOMER][NEUTRAL] Well, it says, yeah, where it says in the master app please acknowledge that brochure number. I just wanna make sure I put it right.
[CUSTOMER][NEUTRAL] It's gonna be Alpha Sierra Foxtrot Bravo AS.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Well, hold on just a second. I thought it was gonna be easier to find. Hold on a second.
[CUSTOMER][NEUTRAL] Yeah, I know.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] You said Medli 9 correct?
[CUSTOMER][NEUTRAL] Yeah, yeah, Medli 9, yeah.
[AGENT][NEUTRAL] Um, we have a few, but one's like combined to no deductible voluntary.
[CUSTOMER][NEUTRAL] Where is that?
[AGENT][NEUTRAL] Combined
[CUSTOMER][NEUTRAL] Non-voluntary or voluntary?
[AGENT][NEUTRAL] Um, I have no deduct, uh, hold on a second, voluntary, voluntary.
[CUSTOMER][NEUTRAL] Yeah, it would be no deductible, non-voluntary. I wonder if it's on, you know what, let me just check, um.
[AGENT][NEUTRAL] Oh I heard no voluntary.
[CUSTOMER][NEGATIVE] My master sheet I just put on the floor over here, don't have enough room anymore.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] You have is it combined benefits by chance?
[AGENT][NEUTRAL] They're separate.
[CUSTOMER][NEUTRAL] It says Florida nonvoluntary.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Separate inpatient and outpatient benefits. Do you think it would have the ESP number?
[AGENT][NEUTRAL] I've got 22637.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 22367
[AGENT][NEUTRAL] Yeah, 22 22637. It's that one separate, no deductible.
[CUSTOMER][NEUTRAL] OK, 26.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on just for a second. Let me just get into my all my accounts open. It's gonna be one of these days and the calls.
[AGENT][NEUTRAL] Is it a is it a for a group that you just got?
[CUSTOMER][NEUTRAL] Yeah, it's a group that I just told. Can you hold the phone just for actually Morgan, I'll call you back, OK? I'm so sorry. I gotta take this call. Bye.
[AGENT][NEUTRAL] That's fine. No, you're fine. OK, right.