AccountId: 011433970860
ContactId: fde6ab3a-a03a-4ac8-a431-fd3fea27df11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117470 ms
Total Talk Time (AGENT): 38263 ms
Total Talk Time (CUSTOMER): 60770 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/fde6ab3a-a03a-4ac8-a431-fd3fea27df11_20250110T16:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling Ail's [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I have a question with filing a wellness claim form. Um, the, uh, policy, I think was originally like in my name and my husband was a secondary kind of person on there or whatever, but he's covered. But in filling out the form, it says about the insured and then the next section says about the patient. So he's insured because that's, he's gonna be getting the benefits. So, I mean, I don't understand the difference here.
[AGENT][NEUTRAL] OK, let me go and pull up the policy and I can help you with that. Can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And can I get the policy number, please?
[CUSTOMER][NEUTRAL] 744-703
[AGENT][NEUTRAL] Can I get your name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Can you verify your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And lastly, your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, Ms. [PII], thank you for that. So you're applying for the wellness benefit for you or for your husband?
[CUSTOMER][NEUTRAL] For my husband.
[AGENT][NEUTRAL] OK, so on there you would, um, on the first section, you would put your name since you're the policy holder and then on #2, you would put his name because you're following the wellness benefit for him.
[CUSTOMER][NEUTRAL] OK. Well, he had a PSA test, so what is the
[CUSTOMER][NEUTRAL] I see it on the 2nd page. There's one. OK.
[CUSTOMER][NEUTRAL] Alright, I guess that's what I need.
[CUSTOMER][POSITIVE] OK. All right, um, that'll answer. I think I can take it from there. Thank you very much.
[AGENT][POSITIVE] No problem, Ms. [PII]. Was there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] No problem, thanks for calling A. You have a wonderful day.
[CUSTOMER][NEUTRAL] You as well. Bye-bye.