AccountId: 011433970860
ContactId: d778a47d-201b-4cb2-b170-164166af0086
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 356079 ms
Total Talk Time (AGENT): 157667 ms
Total Talk Time (CUSTOMER): 110545 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/d778a47d-201b-4cb2-b170-164166af0086_20250325T15:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII], and I have insurance through you guys. Um, I was curious if about two things. I've been trying to get into the online portal, but it can't, says it can't locate me.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And I'm not sure what that is.
[AGENT][NEUTRAL] OK, I can help you with that, Ms. [PII], with the online service center. Can I please get your policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Give me just one second.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, policy number is 025.
[CUSTOMER][NEUTRAL] 39
[CUSTOMER][NEUTRAL] 171.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[CUSTOMER][POSITIVE] Thank you for your help.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, Ms. [PII], can I please verify your date of birth?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you and then also for security reasons, I'll need to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, my address should be [PII].
[CUSTOMER][NEUTRAL] Um, phone number is [PII] and my email is [PII].
[AGENT][POSITIVE] OK, thank you, Ms. [PII].
[AGENT][NEUTRAL] Alright, I can see right now what the problem is um at first if that phone number that you gave me, if our call gets disconnect, can I call you back on that number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, good. All right, so I have a different address for you.
[CUSTOMER][NEUTRAL] Do you have, um, is it [PII]?
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] It's in [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] I, I've lived at, I currently live at [PII]. I've lived at [PII].
[AGENT][NEUTRAL] [PII] is what we have.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] Interesting. OK.
[AGENT][NEUTRAL] OK, so you live at [PII].
[AGENT][NEUTRAL] In what city?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is this?
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] [PII]. OK, let me go fix that real quick, um, because if you're putting that address in, right, if you're putting that address in, it's not gonna match. So let's get it fixed for you and get you updated.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] That would make complete sense.
[CUSTOMER][POSITIVE] Correct. Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Is [PII] one [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, I've got the address. Let me make sure it's stock.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Updated. I'm gonna get out and make sure that we sometimes it's a little finicky so let me make sure the address stuck it did so if you want to get all the way out and try to go back in.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It should let you in now that we have everything updated to the correct information.
[CUSTOMER][POSITIVE] Perfect, I'm getting that right now.
[CUSTOMER][POSITIVE] That's so interesting y'all have that address.
[AGENT][NEUTRAL] It's the address that was used when the policy was set up.
[CUSTOMER][NEUTRAL] I did move around that time.
[CUSTOMER][POSITIVE] Perfect. I can get in now um and I just had one more question for you.
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, does surgery require pre-authorization?
[AGENT][NEUTRAL] We'll have to
[CUSTOMER][NEUTRAL] Or prior authorization I guess.
[AGENT][NEUTRAL] Um, what I'll have to do is transfer you on over to multi plan, um, because it goes by provider, so we're gonna transfer you over there so you can ask them if your surgery will need pre-authorization um for the provider that you're using, OK? So it's gonna be a brief hold while I transfer you over, but I'm gonna give you that number just in case the call gets dropped you'll have it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 1-800-457.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 1403.
[CUSTOMER][POSITIVE] Perfect. You've been so helpful. Thank you so so much.
[AGENT][POSITIVE] Well, you're very welcome, Ms. [PII]. Is there anything else I can do for you before we go?
[CUSTOMER][NEUTRAL] I do not believe so. I appreciate everything.
[AGENT][POSITIVE] OK, well, it's gonna be a quick hold. I'm gonna transfer you on over and I hope you have a wonderful day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Bye bye, ma'am.
[AGENT][NEUTRAL] And it's trying
[CUSTOMER][NEUTRAL] Questions about