AccountId: 011433970860
ContactId: fb53c7ce-a66e-4fe0-b96c-cc30255ca75f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239199 ms
Total Talk Time (AGENT): 24272 ms
Total Talk Time (CUSTOMER): 51023 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/fb53c7ce-a66e-4fe0-b96c-cc30255ca75f_20250129T15:54_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, I have group insurance, uh, with y'all.
[CUSTOMER][NEUTRAL] On the
[CUSTOMER][NEUTRAL] Under my husband, even though we don't have the, I didn't changed my last name yet.
[CUSTOMER][NEUTRAL] Um, and I, I was trying to use my medical coverage at Ashner.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] You know, I don't know if I could use it there they told me to call y'all.
[AGENT][NEUTRAL] I'm sorry, is it cutting out pretty bad um could you repeat that?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] Yes, I said, um, I'm trying to use my medical insurance for my OBGYN at [PII]'s Medical, but they told me to call y'all and see if y'all would, um, what kind of plan I have to see if it it's gonna actually pay.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, for future, they're more than welcome to give us a call as well, but I can still get your policy pulled up and we can take a look. Um, I'm sorry, what, what was your name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got the policy number and the group number if you need it.
[AGENT][NEUTRAL] Sure, um, I'll go ahead and take that policy number, that's fine.
[CUSTOMER][NEUTRAL] 02560717
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] I do like
[CUSTOMER][NEUTRAL] Hello?