AccountId: 011433970860
ContactId: ed19deb4-9e6a-4558-887c-5a3324b58ae1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298489 ms
Total Talk Time (AGENT): 44808 ms
Total Talk Time (CUSTOMER): 62917 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/ed19deb4-9e6a-4558-887c-5a3324b58ae1_20250114T15:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good morning. Um, my name is [PII]. I'm actually calling from [PII], and I'm calling because I remember I sent us a claim indicating that she has medical insurance with you all. I'm just trying to verify if this is a medical policy with the benefits.
[AGENT][NEUTRAL] OK, OK, give me one moment, OK?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] BC.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] anything that
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you so much for holding. Alright, and so how can I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm calling from [PII] and um I got a claim for a member who indicated she has this policy as well for medical coverage, so I'm just calling to verify this policy has like medical benefits.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Spell it for me, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what's the policy number?
[CUSTOMER][NEUTRAL] Um, she provided one second, 1,070,760.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And what is the insured's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII] and her date of birth I have is [PII].
[AGENT][NEUTRAL] Thank you. This is a supplemental gap policy. It's second to the major medical policy. Effective [PII] currently active.
[CUSTOMER][NEUTRAL] OK put stuff on there. Got it. OK, that is all I needed to know. What was your name?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You'll use my name in today's state is your reference Tarika. It's [PII], first initial last name is [PII]. Any other questions I can help with today?
[CUSTOMER][POSITIVE] No ma'am, thank you so much.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.