AccountId: 011433970860
ContactId: ffbde129-a7e9-47f1-ae5a-a9700c716df0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269070 ms
Total Talk Time (AGENT): 145938 ms
Total Talk Time (CUSTOMER): 81199 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/ffbde129-a7e9-47f1-ae5a-a9700c716df0_20250529T14:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII]. I am calling because my employer has a group planned for us and I'm at the doctor's office. I don't have my member number on me. Would you be able to assist me with that?
[AGENT][NEUTRAL] I can, I can. Um, what is the name of the company you work for?
[CUSTOMER][NEUTRAL] Gundy E Bonner Insurance. I have the group number if that helps.
[AGENT][POSITIVE] Oh yeah, that would help a lot. Thank you.
[CUSTOMER][NEUTRAL] OK, so group number is 261-86.
[AGENT][POSITIVE] Thank you. Give me just a moment, losing my voice.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] Well, what we'll do is get it the group pulled up. And once I find you, we'll do a quick verification, and then I can provide you with your policy number.
[CUSTOMER][NEUTRAL] It oh try.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome, amazing thank you so much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And this is [PII] Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] All right, thank you to you.
[AGENT][NEUTRAL] Alright, do you know what type of benefit you all will have with us?
[CUSTOMER][NEUTRAL] Uh, it should be a gap kind of policy for insurance.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] OK, thank you. All right.
[CUSTOMER][NEUTRAL] To help like the deductibles and stuff is what she explained it to me.
[AGENT][NEUTRAL] Right, yes, ma'am. Uh OK, what it is is right now this is the setup that you all are a new brand new group with us. So the setup has not been completed, but I will tell you, you still will be able to go back and file this claim. You just won't be able to do so today, um.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] But it will not keep you from filing the claim, you know, going back and reprocessing the claim to be filed. It's just you all are extremely brand new with us, um, I'm, I'm guessing 51.
[CUSTOMER][NEUTRAL] No, that would have been, no, we started, um, we got this last starting last year.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I when the when she did this, yes, yeah, we've had insurance on the agency since January of last year, so it shouldn't be anything new.
[AGENT][NEUTRAL] 261.
[CUSTOMER][NEUTRAL] And I know my colleagues have used it before, so that's one thing I don't understand.
[AGENT][NEUTRAL] OK, let me check a little deeper than here.
[CUSTOMER][POSITIVE] Please be good thank you.
[AGENT][NEUTRAL] E M P R
[AGENT][NEUTRAL] 261
[AGENT][NEUTRAL] Alright, so for some reason my screen did not pull anything in that's.
[AGENT][NEUTRAL] Jump around here for a minute so we can find 261-8.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 7
[AGENT][NEUTRAL] Holy moly. OK, there we go.
[AGENT][POSITIVE] I'm glad you said that because that made me just kind of keep banging around.
[AGENT][NEUTRAL] All right, what is your name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] All right, Mr. [PII], I have found you now. OK, let's verify your date of birth and then your address, please, ma'am.
[CUSTOMER][NEUTRAL] [PII] address [PII].
[AGENT][POSITIVE] Excellent. That was [PII]. OK, good deal. All right, so, Ms. [PII], let me give you your policy number and that is
[CUSTOMER][POSITIVE] Beautiful.
[AGENT][NEUTRAL] 245.
[AGENT][NEUTRAL] 0215.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, and let me repeat, so 245-0215, is that correct?
[AGENT][POSITIVE] Correct. Yes, ma'am.
[CUSTOMER][POSITIVE] Beautiful beautiful beautiful um OK so I just give them the, the group number and that and that should be good to go, right?
[AGENT][NEUTRAL] Yes, ma'am. And then you can give them our [PII] number and they can call and verify your benefits with our claims department.
[CUSTOMER][POSITIVE] Awesome, amazing thank you again for your time and assistance. I do appreciate it.
[AGENT][POSITIVE] Certainly, thank you so much for calling APL and you have a wonderful day.
[CUSTOMER][POSITIVE] Likewise thank you as well thank you.
[AGENT][POSITIVE] Thank you, dear. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.