AccountId: 011433970860
ContactId: 02e939df-fe0f-49fa-b2db-9e8eb63f3760
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 376809 ms
Total Talk Time (AGENT): 136187 ms
Total Talk Time (CUSTOMER): 145696 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/02e939df-fe0f-49fa-b2db-9e8eb63f3760_20250408T15:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, [PII], this is [PII].
[CUSTOMER][NEUTRAL] Um, I have insurance through, um,
[CUSTOMER][NEUTRAL] The 90-degree benefits, but I think my job where I'm currently employed
[CUSTOMER][NEUTRAL] Uh, is going to end this Friday. So what I'm trying to find out is when does my insurance coverage, uh, medical insurance coverage end?
[AGENT][NEUTRAL] OK, Mr. [PII], um, I can help you with your questions, sir. May I please get your callback number just in case our call is disconnected I'll be able to call you back.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you, sir.
[AGENT][POSITIVE] Thank you very much, sir. And then what is your policy number?
[CUSTOMER][NEUTRAL] Um, I'm looking at my card policy numbers at the, uh, medical claim submission payee ID number, is that it?
[CUSTOMER][NEUTRAL] No, I don't know which number to get. I don't know. I'm looking on my card, but I don't, uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It may say inpatient or outpatient certificate number.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I got a group number up here.
[AGENT][NEUTRAL] What is your group number? I'll.
[CUSTOMER][NEUTRAL] 9464.
[AGENT][NEUTRAL] Let me look up your and see if I can.
[CUSTOMER][NEUTRAL] 9460.
[CUSTOMER][NEUTRAL] I can give you my ID number, partners, but I don't know, I'm with partners.
[AGENT][NEUTRAL] OK, I'm gonna look up your.
[AGENT][NEUTRAL] It's gonna be just a second while the computer pulls it in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Pay your ID number, is that it?
[AGENT][NEUTRAL] No, the payer ID number is the number that um,
[AGENT][NEUTRAL] The facilities that you go to the doctors, that's what they can use to send in a claim.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] But I am going to pull up your group and see if I can find.
[AGENT][NEUTRAL] You in the group.
[CUSTOMER][NEUTRAL] The group is 9464.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Mr. [PII], what I'm gonna do is try to, do you have your social security number? I can look you up that way.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what is that, sir?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. OK, let me pull in.
[AGENT][NEUTRAL] Your policy that way it's gonna be just a second while I search for it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I believe I have you pulled up now, Mr. [PII]. Can you please uh verify your date of birth for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number and email address that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] Uh, well, I, I, I think this, well, I'll give you my address is [PII], the zip.
[CUSTOMER][NEUTRAL] And it, the email address should be [PII].
[AGENT][NEUTRAL] Yes sir, that's what I have and the phone number, that's the correct one. The phone number that you gave me, sir, is that your cell phone?
[CUSTOMER][NEUTRAL] But I could, uh.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Yes, uh, uh, that is my telephone is, his cell phone is [PII].
[AGENT][POSITIVE] Thank you, sir. I appreciate you verifying that information for me.
[CUSTOMER][NEUTRAL] Uh, my wife's cell phone, if that's on there, I can give you that, but
[AGENT][NEUTRAL] No, we're, we're good with the number that you gave me, sir. OK, so you said that Friday will probably be the last day of um.
[CUSTOMER][NEUTRAL] I don't know if hers is on or not.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Your employment. So we have a 30 day grace period.
[AGENT][NEUTRAL] On policies before they lapse and it looks like your pay today was [PII], so you have until [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's really all I need to know. Uh, my wife.
[CUSTOMER][NEUTRAL] Uh, I, this came up sort of a suddenly, but, uh, my wife has a doctor's appointment next week, and I was just checking to see if she was still gonna have coverage when she went, so that's all I was doing.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] Thank you for your information.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][POSITIVE] Hello, I'm here. I am so sorry. The computer, the phone glitched for a minute, but if that's all I can help you with, I hope you have a blessed day, sir, and we thank you for calling APL.
[CUSTOMER][NEUTRAL] Yeah, OK, yes, ma'am. I, I.
[CUSTOMER][POSITIVE] All right, thank you. All right, bye-bye.