AccountId: 011433970860
ContactId: e46467b8-7795-405d-b312-193ea6f5542a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310760 ms
Total Talk Time (AGENT): 127795 ms
Total Talk Time (CUSTOMER): 82424 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/e46467b8-7795-405d-b312-193ea6f5542a_20250408T16:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm trying to uh.
[CUSTOMER][NEUTRAL] Find out what.
[CUSTOMER][NEUTRAL] I'm trying to get the information of my uh medical insurance coverage. Uh, my daughter needs to uh needs uh service, but she needs to go to the doctor.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you
[CUSTOMER][NEUTRAL] And I'm trying to find out, I'm yeah, I'm just trying to find out what it is, how to navigate that because I don't understand it, um, you know.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. All right, I can help you with your benefits, sir. Can I please get your name and your callback number just in case the call is dropped.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And my call back number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And then what is your policy number?
[CUSTOMER][NEUTRAL] Policy number is let me get over there.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well I got 3 and 1 for dental, 1 for accidental I say something.
[CUSTOMER][NEUTRAL] Indemnity or something.
[AGENT][NEUTRAL] Yes, sir. Our, our.
[CUSTOMER][NEUTRAL] Well, let me
[AGENT][NEUTRAL] Your daughter is going to a medical doctor or a dentist?
[CUSTOMER][NEUTRAL] So you're going to a medical doctor.
[AGENT][NEUTRAL] OK, give me the one that says hospital indemnity.
[CUSTOMER][NEUTRAL] 256-617-4
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] It's gonna be just a minute while the computer pulls it up for us.
[AGENT][NEUTRAL] OK. I've got you pulled up, sir.
[AGENT][NEUTRAL] Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you sir and I'm also.
[AGENT][NEUTRAL] A phone number and email address that we have on the policy for you, Mr. [PII].
[CUSTOMER][NEUTRAL] It's uh [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, so what I'm gonna need to do is I'm gonna need to transfer you now on over to Web TPA. I'm gonna give you that phone number just in case the call's dropped while I transfer you and they can help you with your benefits as far as what you need um to be able to get your daughter to the doctor, OK?
[CUSTOMER][NEUTRAL] OK, what is it called?
[AGENT][NEUTRAL] The phone number is uh the name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] And, yes, sir. And let me give you the phone number. It's [PII].
[CUSTOMER][NEUTRAL] LTPA OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That's for
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] I got it.
[AGENT][NEUTRAL] OK alright it's gonna be a brief hold I transfer you on over is there anything else I can help you with before I transfer you for your benefits?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] They got a name spelled wrong.
[CUSTOMER][NEUTRAL] On the uh
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] On the thing I don't know if that's some you picks or what.
[AGENT][POSITIVE] Yes, I can fix that. Let me get over where I can do it for you, sir.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, how do I spell her name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I've got you fixed up.
[AGENT][NEUTRAL] Oh, alright, so now it's gonna be a brief hold while I transfer you on over to Web TPA so that they can help you further with your benefits.
[CUSTOMER][POSITIVE] Alright thank you
[AGENT][POSITIVE] Alright, you're welcome you have a wonderful day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Bye-bye, sir.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Welcome to