AccountId: 011433970860
ContactId: 02924709-25a3-42b5-be8a-fc01d9c41ce9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334109 ms
Total Talk Time (AGENT): 147337 ms
Total Talk Time (CUSTOMER): 69352 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/02924709-25a3-42b5-be8a-fc01d9c41ce9_20250114T13:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Good morning. How are you?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] I'm good. I was calling to ask a question about my um health plan, especially concerning birth control.
[AGENT][POSITIVE] OK. Well, I'll be more than happy to assist you with your um medical policy. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII], phone number [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Yes, one second, let me pull it up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, my policy number is 02585531.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And I have you here and I just need you to verify your last name, your date of birth, your mailing and email address.
[CUSTOMER][NEUTRAL] Yes, um, [PII], [PII] [PII], um, and my email is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So, um, let me take a look at your benefits. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], do you mind if I place you on just a brief hold while I pull everything?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] But where's my
[AGENT][NEUTRAL] On base.
[AGENT][NEUTRAL] Uh, I thought it was already there.
[AGENT][NEUTRAL] Pretty sure it is, well, maybe under wellness. I don't know.
[AGENT][NEUTRAL] That's why we need
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] On base what you got going on?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] OK, this is not art.
[AGENT][POSITIVE] Please be on here. Thank you.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Hi there.
[AGENT][NEUTRAL] Hey, thank you so much for holding. I apologize for that wait. So, I was looking over the benefits. This, so your policy with APL doesn't really have
[AGENT][NEUTRAL] Birth control coverage. You do have a wellness and diagnostic um testing benefit to where like if you needed MRIs or CAT scans or colonoscopies or um like your routine examinations or preventative tests, those would all be covered under wellness and diagnostics, but specifically for like birth control coverage, this policy doesn't like cover.
[AGENT][NEUTRAL] Birth control.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, is there a policy option where I could have that or it's just it's not available through APO?
[AGENT][NEUTRAL] Um, well, really the only person that can answer that would be the benefits department, and I say that because they have whatever they've agreed to with our broker, they have those plans for you to choose from, so I don't know what options were given to choose from, but they have, you know, how they give you the, so you can look at everything to see which ones. So there could be one that matches what you need, but I don't want to say yes and it's not or no and it is.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Yeah, no, I get that. I get that. Could you tell me more about the vision and how the vision works? I know I get a friend's allowance and some sort of contact lenses fitting allowance. Can you just tell me more about how that works?
[AGENT][NEUTRAL] Now, Vision will also be through your HR because APL doesn't offer vision, so they have another um company that helps you with your vision. Who that is, I'm not sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's fine. OK, no, I appreciate it.
[AGENT][POSITIVE] You're very welcome. Well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alright, [PII], well, thank you so much for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.