AccountId: 011433970860
ContactId: f145cf14-a218-4fc1-b2e0-d0a4d1c9ae89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300390 ms
Total Talk Time (AGENT): 123409 ms
Total Talk Time (CUSTOMER): 73535 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/f145cf14-a218-4fc1-b2e0-d0a4d1c9ae89_20250421T16:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. Um, I'm needing um some insurance ID cards and to make sure that my daughter's birth control is covered.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um, hang on.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Or I can look it up my last name or your social.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] OK. And you said, um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Get your policy pulled up real quick.
[AGENT][NEUTRAL] OK, [PII], and can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then just need a few other pieces of information. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And last thing, your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, it looks like, so the policy I have, I've got
[AGENT][NEUTRAL] Let's see, we've got, uh, this is a hospital indemnity, and then you have a group term life and then a dental policy. You were checking on benefits for pharmacy for birth control. Is that right?
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] Uh, looks like, so this, this, this policy is just yourself and uh your spouse.
[AGENT][NEUTRAL] I don't have your daughter.
[CUSTOMER][NEGATIVE] No, it should have
[CUSTOMER][NEUTRAL] I should have 2 kids on it too.
[AGENT][NEUTRAL] So, is, do you have a major medical policy possibly? Cause this is just a hospital indemnity. It's very limited policy.
[CUSTOMER][NEGATIVE] So it's not gonna cover birth control.
[AGENT][NEUTRAL] Yeah, but I, I don't have, I'm more concerned that we don't have, we just have you and your spouse on here.
[CUSTOMER][NEUTRAL] So I have to um
[CUSTOMER][NEUTRAL] When I send you the welcome email to activate the account, I have to activate each person.
[AGENT][NEUTRAL] No, um, we received your eligibility from, let me see, looks like your employer.
[CUSTOMER][NEUTRAL] And I looked up
[CUSTOMER][NEUTRAL] And it has [PII] on it.
[AGENT][NEUTRAL] You're with uh Focus Workforce Management, is that right?
[CUSTOMER][NEUTRAL] CTC
[AGENT][NEUTRAL] OK, yeah, I do, I do show a pharmacy information on here, but I just, I just have you and your spouse though, so you're saying that you, your children should be covered, is that right?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And when I looked it up on my phone, it is there.
[AGENT][NEUTRAL] OK, huh.
[AGENT][NEUTRAL] Um, I can transfer you over to, um, [PII]. Um, they're the ones who would be able to help you with eligibility because like I said, I just have you and your spouse, so if your children are supposed to be covered, we definitely wanna get them added. Um, do you want me to get you transferred over there and, OK.
[CUSTOMER][NEUTRAL] I'm gonna try to do it again.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hold on, just
[CUSTOMER][NEUTRAL] Um, how late do you guys?
[AGENT][NEUTRAL] Uh, we're open.
[CUSTOMER][NEUTRAL] As I'm on my lunch break.
[AGENT][NEUTRAL] Um, we're open until [PII], uh, Central Standard Time.
[CUSTOMER][NEUTRAL] OK, I might call when I get off.
[AGENT][NEUTRAL] OK, yeah, that's fine. Just
[CUSTOMER][NEUTRAL] That way I'm not rushing in.
[AGENT][POSITIVE] Yeah, that's fine. um, give us a call we'll, we'll get you transferred over to [PII] and then we'll get this eligibility issue taken care of.
[CUSTOMER][NEUTRAL] Yeah, OK, um, I mean in the meantime I'm gonna look for.
[CUSTOMER][NEUTRAL] It on but it shows them on there.
[AGENT][NEUTRAL] I don't, unfortunately, I don't see them listed on here, so.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK. I'll call back.
[AGENT][POSITIVE] OK, thank you so much. Thanks for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] Alright you too bye bye.