AccountId: 011433970860
ContactId: f14c2f1b-b362-430d-96f2-fa70269f1e56
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194179 ms
Total Talk Time (AGENT): 60587 ms
Total Talk Time (CUSTOMER): 141903 ms
Interruptions: 6
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/f14c2f1b-b362-430d-96f2-fa70269f1e56_20250618T19:04_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] Easy, I'm trying to um do a MRI procedure and I don't have my gap card with me. Is there any way you could provide me some information for my policy?
[AGENT][NEUTRAL] Um, yes, sir. I can assist you. Well, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Um, I can look your policy up by your social.
[CUSTOMER][NEUTRAL] So we only have Friday.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] How are you guys like like when you
[AGENT][NEUTRAL] OK, and please verify um your name again and your date of birth.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK. And please verify your mailing address and your email address.
[CUSTOMER][NEUTRAL] [PII]. Email is [PII] or [PII], either one. That's.
[AGENT][NEUTRAL] Yeah, we have the [PII]. OK, um, here's your policy number.
[CUSTOMER][NEUTRAL] The, um, send the right policy number down there.
[AGENT][NEUTRAL] Your
[CUSTOMER][NEUTRAL] OK, go ahead. 023.
[AGENT][NEUTRAL] Um, it is 023.
[AGENT][NEUTRAL] 07711.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 023 07711
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Let me go she just started. OK. Um, other than the policy number, what else would you need from him? I will need It's a gap insurance. American Public Life.
[CUSTOMER][NEUTRAL] Oh, OK. What's the last name.
[CUSTOMER][NEUTRAL] 023-07711
[CUSTOMER][NEUTRAL] Is there any way I can get a card emailed to my account on file?
[AGENT][NEUTRAL] Um, I can mail it, um, to your home address.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] That'll work.
[AGENT][POSITIVE] OK. I'll have a card sent to you. You should receive it within 3 to 5 business days through the mail. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Yeah, I'm
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Yes, while I have you on the phone, is there a benefit is there benefits for MRI procedures?
[AGENT][NEUTRAL] Um, yes, you have. Let's see. Where will it take place in an MRI facility or in the doctor's office?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] MRI facility. Amen. Very good. OK.
[AGENT][NEUTRAL] OK. Yes, sir. We cover up to $3000 per calendar year, but there is a $500 deductible that needs to be met first.
[CUSTOMER][POSITIVE] Thank you for your help.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] No, I appreciate it thanks a lot.
[AGENT][NEUTRAL] OK, thank you, [PII], for calling APL.