AccountId: 011433970860
ContactId: 00bf7c74-b9ea-48a5-9f40-f9a0f34230cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 480000 ms
Total Talk Time (AGENT): 227332 ms
Total Talk Time (CUSTOMER): 110975 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/00bf7c74-b9ea-48a5-9f40-f9a0f34230cf_20250520T12:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I was calling to see if my plan covered Pap smears.
[AGENT][NEUTRAL] OK, so you have a question regarding benefits, is that correct?
[AGENT][NEUTRAL] Um, for a Pap smear? Yes, ma'am. Well, I can try and help you with this. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And what is your policy number, please, with APO?
[CUSTOMER][NEUTRAL] Mhm um 02302385.
[AGENT][NEUTRAL] OK, thank you. Give me a couple of moments please to get your policy information pulled up, [PII]. Then I will have to verify several things with you first for security, and any information provided will be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then also your home mailing address, please.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. Now, there is something else that's on file for you on this policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's another address that you've had?
[AGENT][NEUTRAL] A PO box and a physical address. Uh-huh. OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. The phone number that is on file is the same as the one that you gave me so again that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, thank you. And lastly your email address.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, thank you. Now, Ms. [PII], the policy number that you gave me, this was for a hospital indemnity limited benefit plan that you have with APL from [PII], but you do not currently have a medical policy that's active with APL.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, unless I gave you the room.
[AGENT][NEUTRAL] The only policy that you currently have that's active with us is dental.
[CUSTOMER][NEUTRAL] No, because
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 0230.
[CUSTOMER][NEUTRAL] Oh, I don't know.
[CUSTOMER][NEUTRAL] Hold on, let me, let me check something real quick.
[AGENT][NEUTRAL] Uh-huh. Sure.
[CUSTOMER][NEUTRAL] I was trying to find my other card cause I just came back to this agency, so.
[CUSTOMER][NEUTRAL] I know I got medical, vision and dental, so, um, that probably was the.
[AGENT][NEUTRAL] And you may want to reach, oh, I'm so sorry, go ahead. You may, uh so the dental, you, you do have currently have a dental policy with APL.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] But now Vision is not one of our products, so that would not be with us.
[AGENT][NEUTRAL] And if you do have any questions on your enrollment for what you did sign up for, then you will need to speak um to benefits and a card.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because that is who you enroll through and that is also who provides us your enrollment information, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now is your address no longer because they have you with a PO box and then your Bulldog Lane address.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] Oh, OK, so that is correct.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is your PO box?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And your zip code again for your physical or what is your zip code?
[AGENT][NEUTRAL] Is it different for your PO box?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your street address? OK.
[CUSTOMER][NEUTRAL] No, it's the same.
[CUSTOMER][NEUTRAL] Sure, yeah, it's the same.
[AGENT][NEUTRAL] OK, and then verify your email for me one more time.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] OK, thank you. Now before when you had your policies with APO Mli, did you ever set up your profile in our portal so that you could have access to your information online?
[AGENT][NEUTRAL] That you have for your coverages with us.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Probably not. I can't remember.
[AGENT][NEUTRAL] OK, that's fine. What I'll do is I'll send you this user guide.
[AGENT][NEUTRAL] And again, once you set that up, that'll let you see the policies you have with us as well as your ID cards.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And your policy information, if you were to ever have to file a claim with us, you can do that through the portal and then you can also see any claims that we received for you on your policy with APL. Do you have benefit and a card's phone number so that you can contact them about you what you're enrolled for?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I do.
[AGENT][NEUTRAL] OK. Now, I can also transfer you to them if you would like.
[CUSTOMER][NEUTRAL] Um, well, I was at the doctor office, so I was just trying to make a quick call, but I'll just call them later.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So, yes, ma'am. I'm sorry. Just at the, at this time, I do not see a medical plan with APL as being active.
[CUSTOMER][NEUTRAL] I can just do it later.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][POSITIVE] All right, well, you're very welcome. So can I help you with anything else at the moment?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well then, thank you for calling APL M. La and I hope you have a very nice day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye bye.