AccountId: 011433970860
ContactId: dc74ee25-1675-4182-ae2a-48bf513176f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 366160 ms
Total Talk Time (AGENT): 116405 ms
Total Talk Time (CUSTOMER): 114315 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/dc74ee25-1675-4182-ae2a-48bf513176f2_20250425T19:18_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, hi there, good afternoon, my name is [PII], um.
[CUSTOMER][NEUTRAL] And I'm not sure what information you need from me, but um.
[CUSTOMER][NEUTRAL] I was just um.
[CUSTOMER][NEUTRAL] Yeah, what do you need to know to verify me.
[AGENT][NEUTRAL] OK, Ms. [PII]. Well, how can I help you today, first off?
[CUSTOMER][NEUTRAL] So, um, my son, um, is gonna need foot braces, and I was just wondering uh if insurance covers that.
[AGENT][NEUTRAL] OK, Ms. [PII], so you have a question on your benefits. Is that correct for your child?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, ma'am, I can take a look at that for you.
[CUSTOMER][NEUTRAL] Yes, yep, I wanted to see if insurance would cover that.
[AGENT][POSITIVE] OK I can check that for you. I can help you with this. And what is your callback number?
[CUSTOMER][NEUTRAL] Uh, what is my number here? Shoot, I'm at my, I, I think you might have [PII] for me.
[AGENT][NEUTRAL] Thank you. And what is your policy number, please?
[CUSTOMER][NEUTRAL] Let's see, it is.
[CUSTOMER][NEUTRAL] Yes, OK, let's see here 02323510.
[AGENT][NEUTRAL] OK, thank you. So give me a couple of moments please to get your information pulled up, and once I do, I will have to verify several things with you first for security and also any information that is provided would be a verification of benefits and not a guarantee of payment. So just one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so first off, if you could please verify your date of birth and then your son's name and date of birth.
[CUSTOMER][NEUTRAL] Sure. Uh my date of birth is [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][NEUTRAL] And his name?
[CUSTOMER][NEUTRAL] Sure, uh, his name is [PII].
[CUSTOMER][NEUTRAL] And last name is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then also your home mailing address.
[CUSTOMER][NEUTRAL] I'm not sure um what you have in there for my job updated my information um.
[CUSTOMER][NEUTRAL] So, uh, just one second please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. Uh, we have the phone number that you gave me is one of the phone numbers on file for you. There's also a different cell number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what would that be?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then the last thing to verify is going to be your email address. This does appear to be your work email that is on file.
[CUSTOMER][NEUTRAL] OK, I was just about to ask you which one you have on file.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That is going to be my [PII]
[AGENT][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] All right, so give me a moment to look at the benefits, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] On this limited benefit plan, I do not believe that it would, will cover this, but I'm going to just double check that for you.
[CUSTOMER][NEGATIVE] Yeah, I just, I know it's a lot of information. It was just kind of confusing to me.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, please bear with me while I've got some information still trying to load.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. So yes, ma'am. On this plan, no, it does not have benefits for that. This plan that you have is for strictly for a hospital admission and confinement benefit.
[CUSTOMER][NEUTRAL] Mm, OK, OK, um.
[AGENT][NEUTRAL] On this limited benefit plan that you have with us.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] OK, um, alright, thank you, um, I just wanted to double check, appreciate it, have a good day.
[AGENT][POSITIVE] Well, you're welcome. Oh, absolutely. No, ma'am, I understand. Yes, you're well. Oh, you too, and I hope you have a nice weekend. Is there anything else I could help you with today, Ms. [PII]?