AccountId: 011433970860
ContactId: 0dcbe3cb-6ed8-4cd6-83aa-6517c2d5bac8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214800 ms
Total Talk Time (AGENT): 69598 ms
Total Talk Time (CUSTOMER): 83642 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/0dcbe3cb-6ed8-4cd6-83aa-6517c2d5bac8_20250213T23:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yes, I was wondering, um, uh, my name is [PII], and I was wondering if I still have health insurance with you guys.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, and I'm so sorry, your name is again?
[CUSTOMER][NEUTRAL] OK, I
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and verify your date of birth, mail address and email address for me, Miss [PII].
[CUSTOMER][NEUTRAL] It's uh [PII] and what was the other part? I can't hear you. Well, I'm on the phone. No, I'm on the phone. Hello, what was that? I couldn't hear you. My phone was talking.
[AGENT][NEUTRAL] No, you're fine. Uh, your mailing address and email address, please.
[CUSTOMER][NEUTRAL] OK, it's [PII] and I also got a [PII] when you're in [PII].
[AGENT][NEUTRAL] OK. And your email address?
[CUSTOMER][NEUTRAL] It's a tracks.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, ma'am.
[AGENT][NEUTRAL] Uh, let's see. Yes, I show you have a limited medical policy with us and
[AGENT][NEUTRAL] A dental policy and an accident policy with our company.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much. That was just one of the best, as I was one of the best I have that.
[AGENT][NEUTRAL] OK, yes, you do. Um, and is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah, I got one more question to ask you. I had to go through a mental health evaluation. I was wondering that does that insurance I have, does that cover it right now?
[AGENT][NEUTRAL] Uh, let me pull it up. Let's see, give me one moment.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Uh, no, ma'am. I'm sorry, it's not covered. It is listed as an exclusion under the policy.
[CUSTOMER][NEUTRAL] Mm OK. Is there a way I can get that still, or is it already a done deal?
[AGENT][NEUTRAL] Well, it's in the policy it's not covered, um, you can probably check with your employer and see if they offer any other policies, um.
[AGENT][NEUTRAL] Maybe with our company or with another company that may cover mental health, but it's not covered on the plan you have with us. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK. Well, thank you so much. I appreciate it. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling AP. You have a great day.
[CUSTOMER][POSITIVE] You too thank you so much.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] It