AccountId: 011433970860
ContactId: e945c367-f408-4175-8b86-91933a0c7061
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 425529 ms
Total Talk Time (AGENT): 91620 ms
Total Talk Time (CUSTOMER): 81528 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/e945c367-f408-4175-8b86-91933a0c7061_20250523T13:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I was trying to see if you guys, you guys can mail me out new cards, and can you give me like the policy number for the medical cause my, my son is at the doctor and they um they're not pulling up the insurance.
[AGENT][NEUTRAL] Oh, sure. Um, I'll be able to help you with the card and the policy number. May I have a good contact number in case we're disconnected and your policy number? Oh, well.
[CUSTOMER][NEUTRAL] It, it, you got it. You ready?
[AGENT][POSITIVE] Yes, I'm ready.
[CUSTOMER][NEUTRAL] Um, it's, I don't know if that if it's this number or my or my old number, so I'm just gonna give you my new number first which is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I can look the policies up with your social if you like, or do you have?
[CUSTOMER][NEUTRAL] OK, that's fine. It's, it's [PII].
[AGENT][NEUTRAL] A policy number? OK.
[CUSTOMER][NEUTRAL] It's 326-744-428.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] I'm just waiting for the policies to populate here. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Medical here it is.
[AGENT][NEUTRAL] Alright, and I have it here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, [PII], um, my address is [PII] and then the uh you said what else oh [PII], my email [PII].
[AGENT][NEUTRAL] Your email. Mhm.
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If you like, I'm gonna see, let me see first. Hold on one second.
[AGENT][NEUTRAL] OK, if you like, um, I can send you like the digital copy of your ID card just so you have it now and then I'll go ahead and mail the physical to you.
[CUSTOMER][NEUTRAL] OK, that's fine too.
[AGENT][NEUTRAL] You want to do that? OK. And um did you still want me to give you the policy number or?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, if you can send me a digital copy, then I can just send that to my son.
[AGENT][NEUTRAL] OK. Do you mind if I place you on just a brief hold? I'm just gonna email it to you now. I just want to make sure you get it.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] I just received it.
[AGENT][NEUTRAL] You did? OK, good. Well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How much, how much is the co-pay on there? I, I, it's just a question I need to know.
[AGENT][NEUTRAL] Um, you, let me double check. I, you shouldn't have one. hold on one second.
[AGENT][NEUTRAL] Let me just pull up your benefits.
[CUSTOMER][NEUTRAL] And it's just a regular um position.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, there's no um co-pay for your policy.
[CUSTOMER][POSITIVE] OK, alright, thank you so much.
[AGENT][POSITIVE] You're welcome. Well, thank you for calling APL. I hope you all have a great weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Uh-huh. Bye.