AccountId: 011433970860
ContactId: 0bb816a6-5281-4c18-bfca-22cacfc936b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 502820 ms
Total Talk Time (AGENT): 287188 ms
Total Talk Time (CUSTOMER): 211431 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/0bb816a6-5281-4c18-bfca-22cacfc936b3_20250117T17:42_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] Hi [PII], my name is [PII], and I'm just trying to um figure out, do you all cover um like uh assist with medical supplies, billing?
[AGENT][NEUTRAL] OK, so I, I'm so sorry, you have a question to see if like durable medical equipment is covered. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, because, yes, is the, um, yeah, you have to have a CPAP machine.
[CUSTOMER][NEUTRAL] And yeah, I just got the bill, so my out of pocket is like a mm it's a lot of money and I was just trying to check and see.
[AGENT][POSITIVE] OK, yes, ma'am, I can.
[AGENT][NEUTRAL] Oh, I'm so sorry, go ahead. I didn't mean to over talk speaking you.
[CUSTOMER][NEUTRAL] Go ahead and I'm just trying to see if you are.
[CUSTOMER][NEUTRAL] Do y'all covering that too. That's all.
[AGENT][NEUTRAL] Oh, OK. Yes, ma'am. Well, I can certainly um check that for you. I can help you with this. And [PII], I'm sorry, but I didn't understand your last name. Could you give me your last name again, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And Ms. So, what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is your policy number, please, with APL?
[CUSTOMER][NEUTRAL] Well we have uh just a group number um 16995.
[AGENT][NEUTRAL] OK, there should be
[AGENT][NEUTRAL] OK, do you have your ID card?
[CUSTOMER][NEUTRAL] Who?
[CUSTOMER][NEUTRAL] I have a card with me say American Public Life, right?
[AGENT][NEUTRAL] Yes, ma'am. And there should be another number besides your group number on the front of your card.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm, no, not on this card here let me see, um.
[CUSTOMER][NEUTRAL] American public life.
[CUSTOMER][NEUTRAL] You got 105, OK.
[CUSTOMER][NEUTRAL] All I see is like it's got in-house for the um benefits.
[AGENT][NEUTRAL] Yes, ma'am. That's an
[CUSTOMER][NEUTRAL] Numbers, that's what they said. Oh, that's what you need? Oh.
[AGENT][NEUTRAL] Yes, ma'am, yes ma'am. Uh-huh, that, that's it.
[CUSTOMER][NEUTRAL] 105.
[CUSTOMER][NEUTRAL] OK, 1057277 ML 4, that's the first one.
[AGENT][NEUTRAL] Give me just one moment please, [PII] I may have to get that, get you to give that to me again.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] You said it was 01057727 that was the first part of the number, is that correct?
[CUSTOMER][NEUTRAL] No, 105.
[AGENT][NEUTRAL] Yes, ma'am. [PII]. Is that correct?
[CUSTOMER][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] Yeah, [PII] [PII]
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, thank you. Thank you very much. OK, so any information ass that I do provide for you today will be a verification of benefits and not a guarantee of payment. I will have to verify several things with you first for security. So first off, if you could please verify your date of birth.
[CUSTOMER][POSITIVE] That's a cool one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So your home mailing address?
[CUSTOMER][NEUTRAL] My who?
[AGENT][NEUTRAL] Your mailing address, your home address?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Oh, OK, [PII].
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] OK, thank you. Can you hear me OK, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right. The phone number that we have for you is the same as the one that you gave me, so that is your best contact number. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Thank you and lastly your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, now this does appear to be your work email that we have on file for you.
[CUSTOMER][NEUTRAL] No, not that one there. OK, what you have is what [PII]?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh-huh. What's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yes ma'am. Now do you want me to update that to your personal email or do you want to leave your work email on file?
[CUSTOMER][NEUTRAL] Um, my personal email.
[AGENT][NEUTRAL] OK, and what is that again? So I can update it?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] Yeah, mhm.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. So I do need to give you an updated policy number, Miss [PII]. You do have a newer policy. Mhm.
[CUSTOMER][POSITIVE] 00, great.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I also want to verify the spelling of your first name.
[CUSTOMER][NEUTRAL] OK, [PII] spell [PII], [PII]
[AGENT][POSITIVE] OK. There are 2 days. OK, thank you.
[CUSTOMER][NEUTRAL] Uh-huh. Yes. Mhm.
[AGENT][NEUTRAL] OK, so your updated policy number is 0154228.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 54
[AGENT][NEUTRAL] 2
[CUSTOMER][NEUTRAL] Oh, OK, hold on. I'm trying to write left handed. 01542.
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] 82.
[CUSTOMER][NEUTRAL] 28, OK, 82.
[AGENT][NEUTRAL] Yes ma'am. Now, to have access to your new ID ID cards, Ms. [PII], have you ever set up your profile in our portal called the online service center?
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] No, I sure haven't.
[AGENT][POSITIVE] OK alright well what I can do is we do have a user guide that I will email to you with the instructions on how to set that up and then also how to use the portal but if you need any help in setting it up you can always give us a call back and we'd be happy to to help you with that. Now as um and I'll send you that in just a moment and just say that you're aware of who it's coming from, it will come from.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What in security.
[AGENT][NEUTRAL] And I will put [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I will put APL in your subject line so that you can easily recognize that, OK? Now,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] OK, so, um, let's see.
[AGENT][NEUTRAL] And I have just gone ahead and sent that to you. Now the portal, I mean the policy that you have with APL, it does not have any benefits for durable medical equipment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] On it, no ma'am.
[AGENT][NEUTRAL] It doesn't, but, but once you set up your profile in the portal with APL, there will also be a copy of your policy information in there and, and it includes your benefits, so you'll have access to that as well, mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Oh, all right. Thank you.
[AGENT][POSITIVE] OK, well, you're certainly very welcome. So is there anything else, um, Ms. Was that I could help you with today?
[CUSTOMER][NEGATIVE] No, no thank you. That's it.
[AGENT][POSITIVE] OK. Well, thank you again for calling APL and I hope that you have a very nice weekend.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright you too thank you. I appreciate your help.
[AGENT][POSITIVE] Yes, ma'am. Thank you so much. Absolutely, it was my pleasure. Uh-huh.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, and again that number was 01542282.
[AGENT][NEUTRAL] Yes, ma'am, and you will see that in your portal and then again, you also do have access to your ID cards, so you can print that out that has that new number on there.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] 00, all right, thank you.
[AGENT][POSITIVE] OK, well, you're very welcome. So again, thank you for calling. Have a wonderful weekend.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right. You too. Bye-bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye bye.