AccountId: 011433970860
ContactId: 075bb8fe-1ca4-4888-abc1-f3f93a4046a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 413739 ms
Total Talk Time (AGENT): 169809 ms
Total Talk Time (CUSTOMER): 150614 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/075bb8fe-1ca4-4888-abc1-f3f93a4046a3_20250102T15:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and I have medical coverage with all.
[CUSTOMER][NEUTRAL] And it just started on the [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yeah, can you pull me up? I have a couple of questions if you don't mind.
[AGENT][NEUTRAL] I can
[AGENT][NEUTRAL] Yes sir [PII], can I first get your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and what is your policy number, sir?
[CUSTOMER][NEUTRAL] Uh, I don't let me see.
[CUSTOMER][NEUTRAL] Is it OK. I, I have a, yeah, I have it.
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] It's different ones I have.
[CUSTOMER][NEUTRAL] Group accidents, group critical illness.
[CUSTOMER][NEUTRAL] Uh, group hospital.
[CUSTOMER][POSITIVE] Voluntary dental and short term just what what's what I need to get.
[AGENT][NEUTRAL] Uh, which one are you asking about?
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I, I, I was trying to set up an appointment to go to the, the, uh, the dermatologist.
[CUSTOMER][NEGATIVE] And I don't know what they asked me like who my insurance what I supposed to just say APL.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. um, can you give me any of the numbers that you have, any of your policy numbers?
[CUSTOMER][NEUTRAL] OK, it's
[CUSTOMER][NEUTRAL] OK, OK, it's 256-613-2.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[AGENT][NEUTRAL] OK, [PII], can you verify for me your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, a phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] My phone number is [PII].
[CUSTOMER][NEUTRAL] And, and, uh.
[CUSTOMER][NEUTRAL] My email is my last name [PII].
[CUSTOMER][NEUTRAL] What does it say you needed?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] That's all I need was your, your address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh my address is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying your policy for me, [PII]. I appreciate that. OK, let me look and see, you wanna go to the dermatologist and you don't know which one to use or how to use it, is that correct?
[CUSTOMER][NEUTRAL] Yeah, I'm saying I like.
[CUSTOMER][NEUTRAL] When they ask me who my insurance provider is, I just tell them APL.
[AGENT][NEUTRAL] Yes, you, you tell them APL and you give them your insurance card.
[CUSTOMER][NEUTRAL] OK, so what came in the mail, the only thing came, I, I don't have no medical cards. I only have like just two dental cards. That's the only thing I have.
[AGENT][NEUTRAL] OK, let's see, um.
[CUSTOMER][NEUTRAL] Cause I received like, I think it was 2.
[CUSTOMER][NEUTRAL] One of them said no cars and this one and and.
[CUSTOMER][NEUTRAL] And I I think 2 dental cards came in one package.
[AGENT][NEUTRAL] Right. I see that you have dental, um,
[AGENT][NEUTRAL] You have a dental policy with us. You have a group, a group critical illness. Uh, the hospital indemnity card is the one that you're going to need. That's the medical coverage. Um, that policy number is 256-6209.
[AGENT][NEUTRAL] Do you see that one?
[CUSTOMER][NEUTRAL] Hold on let me see
[CUSTOMER][NEUTRAL] Yeah, I'll see that one.
[AGENT][NEUTRAL] OK, that's the one that you'll use, so you'll give them that card when you go into your appointment.
[CUSTOMER][NEUTRAL] OK, so I just have to pull it up online and just give it to him by that because I don't have no card with it. It's just only thing came, OK.
[AGENT][NEUTRAL] Right, are you signed up on the.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] Right, are you signed up on the online service center?
[CUSTOMER][NEUTRAL] Yes, I'm, I, I guess I, I created my account online.
[AGENT][NEUTRAL] OK, good, good. Yes, that's what you're going to need. And that's where you can get the copy of your, of your card.
[CUSTOMER][NEUTRAL] OK, and uh I, I, I think you said they don't take.
[CUSTOMER][NEUTRAL] Uh, APL, I, I did tell them APL, so he was like they didn't take that insurance, so.
[AGENT][NEUTRAL] Well if you if they need to call and verify your benefits with us, give them the phone number that you called and tell them that they can call and verify benefits.
[AGENT][NEUTRAL] And we can also give them the payer ID number so that they can file the claim for your policy.
[CUSTOMER][NEUTRAL] Even if they said they don't take it.
[AGENT][POSITIVE] It you should be able to use it anywhere you want to uh let me.
[CUSTOMER][NEUTRAL] So I just need to give them that that number you just gave me then.
[AGENT][POSITIVE] You should be able to use it.
[AGENT][NEUTRAL] Yes sir, that's your policy number, and if they want to call and verify your benefits with us, what it pays for, what it doesn't pay for, can they use it? Yes, they can use it, but they can call us and we will give them all the benefit information over the telephone for them.
[CUSTOMER][NEUTRAL] OK, and so what about my vision? I, I don't have no vision card either.
[AGENT][NEUTRAL] OK, the vision insurance is not through us, it's through another company.
[CUSTOMER][NEUTRAL] Oh, OK, OK, so everything is is through y'all.
[AGENT][POSITIVE] Yes, yes sir, that vision will be with another company.
[CUSTOMER][POSITIVE] OK, OK, I got you, got you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, OK.
[AGENT][POSITIVE] All right, [PII], I hope you have a blessed [PII]'s and I appreciate you so much for calling APL.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Be safe over the road, sir.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] All right,