AccountId: 011433970860
ContactId: 08f008cb-6c66-4887-8038-2cbdac972faa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 311339 ms
Total Talk Time (AGENT): 120502 ms
Total Talk Time (CUSTOMER): 206564 ms
Interruptions: 5
Overall Sentiment: AGENT=2.6, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/08f008cb-6c66-4887-8038-2cbdac972faa_20250314T13:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I do insurance for Saint Lucy Hospital in [PII]. I have a person coming in for a clinical testing at the hospital, and they're listing this policy as a Medicare supplement, and I'm just verifying it's still active.
[AGENT][NEUTRAL] OK, well, I can definitely um help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my direct number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 251-319-97
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] I'm probably not going to pronounce it right, but the first name looks like [PII]. Last name [PII], and it is uh [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So this policy is a secondary policy. It is active. It's been effective since [PII], I'm sorry, [PII].
[AGENT][NEUTRAL] But this policy is not second to Medicare, we're um second to AvMed only.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, well, excuse me, you're right, they do have AMed. I usually when I see a secondary, it's always cause of Medicare, but yeah, it's Amed has been verified as their primary.
[AGENT][POSITIVE] Yes, ma'am. So you got it right. You're good.
[CUSTOMER][NEUTRAL] Oh, OK, yay, alright, it's, it's Friday, yeah, no, um.
[AGENT][NEUTRAL] It is
[CUSTOMER][NEUTRAL] A week from today I will be on a cruise ship heading out to the islands.
[AGENT][POSITIVE] Oh my gosh. Well, I'm so happy for you. Please take all the time to relax, Lord.
[CUSTOMER][NEUTRAL] Yeah, yeah, I don't.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, and it's actually an 8 day cruise, the longest cruise I've ever been on, so I can't wait.
[AGENT][POSITIVE] Oh my gosh. Well, enjoy yourself. My birthday is the [PII], so I'm happy all month. I'll be happy next month too, but thank you. I hope you have a great time.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh, happy birthday. My birthdays.
[CUSTOMER][POSITIVE] Mm, my birthday's on [PII] this year, [PII]. Great date.
[AGENT][POSITIVE] Yes, it is. Enjoy your.
[CUSTOMER][NEUTRAL] I didn't say that, did I?
[AGENT][POSITIVE] You didn't, but enjoy your it's a great day because it's [PII]. Enjoy your day.
[CUSTOMER][NEUTRAL] Yeah, yeah, so I'm gonna be [PII].
[AGENT][POSITIVE] Oh, definitely. Have a great birthday.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So, but anywho, um, is a reference number for this or is it just your name and in today's date?
[AGENT][NEUTRAL] Um, so it will be my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK, and mine is C like in crazy cat lady, so.
[AGENT][NEUTRAL] All right, [PII]
[CUSTOMER][POSITIVE] Well, you have a wonderful day. Enjoy your weekend and
[AGENT][POSITIVE] Thank you. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, this is absolutely perfect. I appreciate it.
[AGENT][POSITIVE] Well, I'm so glad I got a chance to talk to you and I hope you have a great weekend and amazing cruise.
[CUSTOMER][POSITIVE] Yeah, thank you. I plan on it, but
[AGENT][NEUTRAL] Oh wait, you said this is the longest cruise, but it's not your first cruise, right?
[CUSTOMER][NEUTRAL] No, we, my sister and I have been on like carnival cruise, a little 4 days, you know, uh, 4 nights, 5 day, whatever it is cruises, but this is where the same, same group of people, but it's an 8 day on Royal Caribbean, so it's gonna be um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You know, um, a lot of fun.
[AGENT][NEUTRAL] Do you have to use the um what is the name of the stuff, like when you get nauseous?
[CUSTOMER][NEUTRAL] Because of
[CUSTOMER][POSITIVE] Oh, no, I don't get seasick at all. Um, we're bringing some just in case cause we're on the, the 10th deck this year. Usually we get the one in the belly so it doesn't rock as much, but, uh, I, um, at the time I booked it a year ago, I had just had hip surgery and I wasn't sure how well I was going to be walking, which turned out just fine, but so I got a handicapped room cause I can bring my walker even though I, I basically am down to a cane.
[AGENT][POSITIVE] Oh, good. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So we'll be a cop. Well, we'll probably rock a little bit more, but 1000 years ago when I was pregnant with my daughter, I used to go deep sea fishing and everybody I'd go with, they'd all be in the back room getting sick and I'd be going, we and the sun and they'd be like, shut up, you know. So yeah, I'm pretty.
[AGENT][NEUTRAL] Oh Lord.
[AGENT][NEUTRAL] I had to start bringing like peppermint oil to put behind my ears.
[CUSTOMER][POSITIVE] Oh yeah, that's good, yeah, you do essential oils?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, me too. I um, I'll be bringing like, uh, on guard to keep my hands clean from germs and I'll probably bring breathe or something in case of, you know, being stuffy, so yeah, I'm gonna pack a few of my oils.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So
[AGENT][POSITIVE] Well, I hope you have an amazing birthday, amazing trip, and I'm so glad I got to speak with you today.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thanks and happy birthday to you too. Have a great time. Thank you, bye.
[AGENT][POSITIVE] Thank you. Thank you, [PII]. Thanks for calling [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye