AccountId: 011433970860
ContactId: 08d5d98e-b88a-45ab-94d9-b4e94790ff80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267500 ms
Total Talk Time (AGENT): 153256 ms
Total Talk Time (CUSTOMER): 115831 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/08d5d98e-b88a-45ab-94d9-b4e94790ff80_20250317T20:31_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes ma'am, I need to update my address with you guys.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, can I get your name and a callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, [PII], thank you. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Um, the one of the policies is 02446547.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, [PII], um, could you verify your date of birth and your old address for me?
[CUSTOMER][NEUTRAL] [PII] you probably have [PII].
[AGENT][NEUTRAL] That's what we got. Yes, ma'am. Alright, and thank you for that verification and you just wanted to um update your address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK. I'll be glad to help you with that. All right, go ahead and give me your street address and I'll put that in.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Way
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what was the zip code one more time?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so this is what I have.
[CUSTOMER][NEUTRAL] And then another quick question, uh huh go ahead.
[AGENT][NEUTRAL] Oh, OK, I'm sorry, this is what I have [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Got it. Got it changed for you. OK, go ahead with your question.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Um, should I be, it's OK. Um, I don't ever use this. Should I be given this as giving this to like all of my doctors or just particular doctors as like a secondary and then y'all just cover like so much of it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. OK, I can help you with that. Yes, ma'am. This is um a gap plan. So what it does is it helps um on co-insurance, co-pay or deductible that your major medical plan doesn't cover.
[CUSTOMER][NEUTRAL] What should I be doing?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So yeah, you should be giving it to your providers along with your um major medical card.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because I just had I just had like a bunch of testing done, so I'll have to I'll have to call them and give them this and then have them rerun it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh, uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am, yeah, and they'll and um they can send the claims to us, um, just tell them to submit the claims over to us, yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got you. OK. Yeah, I wasn't sure if I was supposed to be um doing that, so I don't ever, I don't ever use it.
[AGENT][NEUTRAL] Um, there was, mhm.
[AGENT][NEUTRAL] Oh, OK. Um, yeah, you can also, you've had this covered since, uh, [PII]. Um, you can also go back and file claims.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, that's a lot of that's a lot of claims to file. I know I did it for my foot sur I know I did it for my foot surgery, which is fine, um.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh-huh. Yeah, I see some claims back in September.
[CUSTOMER][NEUTRAL] But I'm getting ready to have like a biopsy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] At the hospital and stuff done, so that'll probably, that'll that'll help so I'll just I'll just give this as a secondary. I didn't, I didn't know if I was supposed to be doing that or not.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am, you do. Uh-huh. Yes. That's what it's for. Yes, ma'am.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK, I'll start, I'll start doing that.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes ma'am. Alright, [PII], one more thing I forgot to ask you. I just needed to to to see what your email address was to make sure we have it in the system correctly.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you so much, and you are signed up for our online service center where you can view your policy benefits online and, and, OK, alright. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] No, ma'am, thank you.
[AGENT][POSITIVE] You're welcome, [PII]. You have a good afternoon. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] OK, by