AccountId: 011433970860
ContactId: 07c52da8-1003-44ae-964f-bd44def1b550
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238410 ms
Total Talk Time (AGENT): 120494 ms
Total Talk Time (CUSTOMER): 75690 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/07c52da8-1003-44ae-964f-bd44def1b550_20250107T18:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I just received some um.
[CUSTOMER][NEUTRAL] Some um cards in the mail and I was wondering, um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is this medical insurance?
[AGENT][NEUTRAL] OK, I can look at that and let you know what it is. Um, do you have that policy number?
[CUSTOMER][NEUTRAL] Policy number.
[AGENT][NEUTRAL] Uh, it might say certificate number or cert number.
[CUSTOMER][NEUTRAL] Do do do do do.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I don't see this policy number policy number.
[CUSTOMER][NEUTRAL] All claims to.
[AGENT][NEUTRAL] Or a group
[CUSTOMER][NEUTRAL] Group number is 26872.
[AGENT][NEUTRAL] OK, sir. Let's see.
[AGENT][NEUTRAL] And what is your name, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I do see your policy.
[AGENT][NEUTRAL] And can I get you to verify your birthday and address for me?
[CUSTOMER][NEUTRAL] Birthday is [PII]. Address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. And I do not show that we have an email address for you. Can I add one for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, what was that first part again? I am so sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Yes, sir. I will get that added.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and also, can I add a phone number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, sir. I appreciate that. Um, now, this policy was issued to you through uh TMD management, but we are secondary to your major medical, so anytime you have to go to the doctor or hospital, you would present our card as secondary um to your major medical and we would pay copays and deductibles that they do not pay.
[CUSTOMER][NEUTRAL] OK, so this is like, OK, I got you.
[AGENT][NEUTRAL] Secondary, yes, sir.
[AGENT][POSITIVE] And I'll wait for you that, you know.
[CUSTOMER][NEUTRAL] So I present this in my, my other.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, got you.
[AGENT][NEUTRAL] Yes, sir. And if you ever um don't have it or you have to pay a copay or deductible or anything out of pocket, you can, you file a claim with us and we will reimburse that to you. But always present it to the doctor or hospital and they will take care of the claim for you.
[CUSTOMER][NEUTRAL] OK, yeah there's a hospital, OK.
[AGENT][NEUTRAL] And you wouldn't have, yes, yes, sir.
[CUSTOMER][NEUTRAL] Does this does this cover any um this has nothing to do with um dental vision, right?
[AGENT][NEUTRAL] That's right. No, sir, just medical.
[CUSTOMER][NEUTRAL] It's medical. OK.
[AGENT][NEUTRAL] Yes, sir. And
[CUSTOMER][POSITIVE] Alright, that's what I needed.
[AGENT][NEUTRAL] Yes, and do remember if you have lab work, um, any kind of medical equipment like crutches and walking boot, that kind of thing, um, you know, present our cart for those things as well.
[CUSTOMER][NEUTRAL] I call lab work too.
[AGENT][POSITIVE] I'm so sorry.
[CUSTOMER][NEUTRAL] You said on lab work too?
[AGENT][NEUTRAL] Yes, sir. Yes, sir.
[CUSTOMER][NEUTRAL] OK, OK, got you.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] That's what I needed.
[AGENT][NEUTRAL] OK. Well, is there anything else I can do for you?
[CUSTOMER][NEUTRAL] That will be it.
[AGENT][POSITIVE] OK. Thank you, Mr. [PII]. You have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yes, sir.