AccountId: 011433970860
ContactId: 0d9c1726-5fac-4d22-ace9-d2fb81f0d7fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289940 ms
Total Talk Time (AGENT): 104716 ms
Total Talk Time (CUSTOMER): 117286 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/0d9c1726-5fac-4d22-ace9-d2fb81f0d7fa_20250506T15:14_UTC.wav
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[CUSTOMER][NEUTRAL] Your shoes on
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, um, I'm calling for information of our group. The group number is 21657.
[AGENT][POSITIVE] OK. I can definitely help you with that. And uh can I get your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and you said 21657?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, and uh that would be HMD Group PA.
[CUSTOMER][POSITIVE] That's correct, yes.
[AGENT][NEUTRAL] All right. And could you please verify the address and phone number we would have on file for your group, please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And the telephone is [PII].
[AGENT][NEUTRAL] All right, and is that also a good call back number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] That's the one, the [PII].
[AGENT][NEUTRAL] All right [PII], what can I help you with today?
[CUSTOMER][NEUTRAL] Um, do you have our email? I don't know if I updated that.
[AGENT][NEUTRAL] Um, what email uh should we have?
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] What email should we have on file?
[CUSTOMER][NEUTRAL] It's [PII] Group.
[CUSTOMER][NEUTRAL] At HMD Group oh I'm sorry, sorry, I'll start again [PII].
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] Yes, that's what we have.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, we were calling because we.
[CUSTOMER][NEUTRAL] There's uh an employee that is going to physical therapy.
[CUSTOMER][NEUTRAL] And they told her that the.
[CUSTOMER][NEUTRAL] The co-payment is $100.
[CUSTOMER][NEUTRAL] Per visit
[CUSTOMER][NEUTRAL] Now does this insurance not cover that co-payment?
[AGENT][NEUTRAL] Um, so as far as, uh, the actual policy benefits, I'll need to get you over to our Medlink, um, uh, customer service, and I'll go ahead and explain everything to them and let them know that you're already fully verified, so you won't have to repeat that. But would you mind just holding for just about 90 seconds to 2 minutes so I can get someone on the line? OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thanks. You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hey [PII], it's free and billing. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you doing?
[AGENT][NEUTRAL] I'm good, um, so I have a group on the line who's calling about, uh, an employee that has questions about the copay for their Medin, um, and like the, um, what it covers and stuff and if the copay should be what they're saying. Would you be able to help with that?
[CUSTOMER][NEUTRAL] Mhm what's the policy number?
[AGENT][NEUTRAL] Uh, I don't have the policy number. It's the group admin that's calling, um, and the group is 21657.
[CUSTOMER][NEUTRAL] Give me one moment. I forgot how to look up a group.
[AGENT][NEUTRAL] EMTL
[CUSTOMER][NEUTRAL] They don't
[CUSTOMER][NEUTRAL] They don't have a policy? What is it?
[AGENT][NEUTRAL] Uh, EMPL and Lion for the group.
[CUSTOMER][NEUTRAL] A N T A L.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, see, I would look different. It's something else cause it's, it's another ring. God, is it, let me see if it's G R O U P.
[CUSTOMER][NEUTRAL] It's something. Well, it showed a group number but then.
[AGENT][NEUTRAL] Let me, do you want me to ask her for.
[AGENT][NEUTRAL] Do you want me to ask her for a policy number?
[CUSTOMER][NEUTRAL] I can get a policy number from him.
[AGENT][NEUTRAL] OK, her name[PII]
[CUSTOMER][NEUTRAL] I can get one from him. What's the name?
[AGENT][NEUTRAL] Her name is [PII]
[AGENT][NEUTRAL] And uh she's already verified and her callback number is the one she's calling from and the one that's on the group, the [PII]. Yeah.
[CUSTOMER][NEUTRAL] Is it, OK.
[CUSTOMER][NEUTRAL] The [PII].
[CUSTOMER][POSITIVE] OK, well you can send her over and I'll be able to assist you. Thank you and have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thanks goodbye.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, how are you doing, [PII]?