AccountId: 011433970860
ContactId: f2eb2f7c-6744-4ca2-ab83-509ecbff3437
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221490 ms
Total Talk Time (AGENT): 53120 ms
Total Talk Time (CUSTOMER): 131043 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/f2eb2f7c-6744-4ca2-ab83-509ecbff3437_20250114T22:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, um, I was calling because I wanted to verify on my still um coverage because I have an upcoming medical appointment on Thursday and they told me that, um, you guys weren't able to provide them with the information since I turned [PII] and I'm under my dad's policy that it might have not applied anymore so I just wanted to verify because he told me that it was still active.
[AGENT][NEUTRAL] OK, um, well, I can definitely check the insurance for you. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Contact number [PII].
[AGENT][NEUTRAL] Thank you, [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Is that the, let me see because I have here the card, is that like the group number or the in hospitals benefit certified number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, the in-hospital or outpatient, it's the same numbers.
[CUSTOMER][NEUTRAL] OK, um, 01829.
[CUSTOMER][NEUTRAL] 11 2 ML and then one ends in 7 and the other one in 8.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, and I have the policy here, [PII], I just need you to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[CUSTOMER][NEUTRAL] Um, and then the mailing address, I'm not sure if it's the new address, but maybe [PII].
[AGENT][NEUTRAL] Um, this one is [PII].
[CUSTOMER][NEUTRAL] The, yes, the one that I just gave you is in [PII], but is there another one on file?
[AGENT][NEUTRAL] this might be both of them together. Can you say that one more time because
[AGENT][NEUTRAL] Some of the number, uh, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, it's OK. It's the one that, so I'm not sure if he has this one on the policy, but the one that he lives in right now is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so not that one. What would the other one be?
[CUSTOMER][NEUTRAL] Um, if there's another one, it should be, I'm not sure it's [PII].
[CUSTOMER][NEUTRAL] We could go with yours.
[CUSTOMER][NEUTRAL] Sorry, I'm on the call.
[AGENT][NEUTRAL] It's OK. Um.
[CUSTOMER][NEUTRAL] We can go with yours or anything.
[CUSTOMER][NEUTRAL] Yeah, it is because mine is doing something weird.
[AGENT][NEUTRAL] Do you know the email address on file?
[CUSTOMER][NEUTRAL] It should be, I don't, I, I would have to ask him.
[AGENT][NEUTRAL] Because that address isn't, or if he can verify the address, cause the address is not.
[CUSTOMER][NEUTRAL] Give me one sec
[AGENT][NEUTRAL] Either of the
[CUSTOMER][NEUTRAL] Yeah, just like I
[CUSTOMER][NEUTRAL] No examples like
[CUSTOMER][NEUTRAL] Let me, yeah, I mean, I, I wouldn't know another one. Let me call him and then ask him if.
[CUSTOMER][NEUTRAL] Yeah, let me call him and see if, if you put another address on file. Because if it's not either of those two, then I'm not sure which one he has.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, let me call him and I'll, I'll call back. Thank you so much.
[AGENT][POSITIVE] OK, you're very welcome. Well, thanks for calling APL.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Bye bye.