AccountId: 011433970860
ContactId: 02d31afd-0e70-4c72-bdf6-373aa09f55e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189559 ms
Total Talk Time (AGENT): 50394 ms
Total Talk Time (CUSTOMER): 122365 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/02d31afd-0e70-4c72-bdf6-373aa09f55e8_20250123T15:38_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. My name is [PII]. I was actually calling to see, um,
[CUSTOMER][NEUTRAL] I had received a notice from Admin America that where we pay my insurance plan through.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it's kind of confusing, but I was just trying to find out what APL if your coverage is just for me only from reading this, it makes it look like I'm paying for me and my husband.
[AGENT][POSITIVE] Uh, yes, ma'am. I can assist you with your benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Now, could I get your policy number, please?
[CUSTOMER][NEUTRAL] OK, let me see here. It is 02137700.
[AGENT][NEUTRAL] And please verify your first and last name and your date of birth.
[CUSTOMER][NEUTRAL] Actually, my first name that I don't go by is is [PII], and my date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Now, please verify your mailing address and your email address.
[CUSTOMER][NEUTRAL] OK. It's [PII]. The zip code is [PII] and the email address is [PII].
[AGENT][NEUTRAL] OK, and I'm showing that there's no email address on file. Would you like for me to add one?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know that I need it, um, because I've been getting my text in regards to like to where my claims and stuff are going through.
[AGENT][NEUTRAL] OK, that's fine. Yeah, I do show the cell phone on file. OK, we'll just leave it the way it is. OK. And actually, I'm actually, I'm showing that you're the only one on your policy.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it was just kind of confusing because it, it's my plan.
[CUSTOMER][NEUTRAL] Start
[CUSTOMER][NEGATIVE] [PII] and it just shows me only, and then it says after [PII], me and my spouse and then the amount. So it was, it's just kind of confusing the way it was written. I had just called them and they said they weren't showing him on my other health insurance and stuff that I've noticed afterwards that it said gap plan. So I was just trying to make sure that he wasn't included on there because my insurance has gone up like $80 something dollars a month now, so.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Yeah, I'm sure so far you're the only one.
[CUSTOMER][NEUTRAL] Yeah, I was just trying to make sure that it doesn't cover him. OK. All right. Well, I guess maybe it's just the health coverage. I know the gap went up a little bit, but I don't think it was the one that went up that much, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Um, no, ma'am, that's it.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you