AccountId: 011433970860
ContactId: 0fe242ac-283a-4b02-8d00-54b5b923a807
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 332839 ms
Total Talk Time (AGENT): 125195 ms
Total Talk Time (CUSTOMER): 80653 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/0fe242ac-283a-4b02-8d00-54b5b923a807_20250505T21:28_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, and, uh, [PII], my name is [PII]. I'm calling because I, I, I mean, I want to check my benefits with APL because I just recently changed to a different company and apparently they offer me APL but I haven't received any car or anything.
[AGENT][NEUTRAL] OK, um, well, I'll be able to assist you with your cards, and Ms. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And I can search your policy um with your social if you like.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So it's the entire number?
[AGENT][NEUTRAL] To search for the policy, yes, um, I can try it with your first and last name as well.
[CUSTOMER][NEUTRAL] OK, if you want I can give you the social because my last name is a little bit complicated.
[AGENT][NEUTRAL] OK, um, yes, that's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] I'm just waiting for the policy to come up here.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, so it just came up. Hold on one moment.
[AGENT][NEUTRAL] And I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Sure. My date of birth is [PII].
[CUSTOMER][NEUTRAL] Uh, email address is [PII].
[CUSTOMER][NEUTRAL] Um, my address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing that the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And for your benefits,
[AGENT][NEUTRAL] Um, so the policy is broken into inpatient and outpatient benefits. So inpatient is anything if you're admitted into the hospital.
[AGENT][NEUTRAL] Outpatient is the emergency room, urgent care, um, outpatient surgeries.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] There are some, let me see if there's office visits on here.
[AGENT][NEUTRAL] Office visits, sleep therapy, so there's a few different um benefits under the outpatient benefits.
[CUSTOMER][NEUTRAL] OK, is there any way that I can get like a copy of that policy via email?
[AGENT][NEUTRAL] Yes, and you said you needed a copy of your ID card as well, right?
[CUSTOMER][NEUTRAL] Yes, so.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, so I have them both, so I'll go ahead and email them to you and just to confirm, um, since it's a, since I'm sending it out to you.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEGATIVE] For some reason, it keeps glitching as if, hold on one second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, my computer is glitching, but just for the email, can you repeat your email for me, please? And so that I can send it out to you.
[CUSTOMER][NEUTRAL] Sure, that's
[CUSTOMER][NEUTRAL] Yeah, it's [PII], that's my name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] Correct. Mhm.
[AGENT][NEUTRAL] Alright, so I will go ahead and um send this over to you now. And Ms. [PII], is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No, no, that is all for today.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] You too, thank you for helping.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] OK bye bye.