AccountId: 011433970860
ContactId: 1fd24f01-d85a-4aac-85f8-b9cf59ec482d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330700 ms
Total Talk Time (AGENT): 135893 ms
Total Talk Time (CUSTOMER): 119612 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/1fd24f01-d85a-4aac-85f8-b9cf59ec482d_20250317T15:38_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hello, how are you doing today?
[AGENT][POSITIVE] I'm doing how are you doing today sir?
[CUSTOMER][NEUTRAL] I'm doing pretty well. I am calling because I am actually, you know, I got my first actual job that gave me benefits and I have an APL card in front of me, and I have a dentist appointment coming up today and I wanna know is this a dental plan or do I have to go through my health insurance? I'm not really sure. I'm trying to figure this out for the first time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you with your benefits on your policy. Uh, can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And my middle name is [PII].
[CUSTOMER][NEUTRAL] My last name is [PII]
[CUSTOMER][NEUTRAL] And then
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] My payer ID number, is that what you need?
[AGENT][NEUTRAL] I'll need your policy number. It might say inpatient, outpatient, may even say member ID.
[CUSTOMER][NEUTRAL] I see payer ID insured coverage group number.
[CUSTOMER][NEUTRAL] Um, in hospital benefits.
[CUSTOMER][NEUTRAL] And then outpatient.
[AGENT][NEUTRAL] Yes, give me that number.
[CUSTOMER][NEUTRAL] They are both different. Which one do you need in hospital or the outpatients?
[AGENT][NEUTRAL] Either one is fine. It'll pull policy in for me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's 025.
[CUSTOMER][NEUTRAL] 17
[CUSTOMER][NEUTRAL] 06.
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] M like Mary.
[CUSTOMER][NEUTRAL] L like leaf.
[CUSTOMER][NEUTRAL] And 7.
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[AGENT][NEUTRAL] OK [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then also for security reasons can you give me your address, a phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] So I know the address is going to be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Phone number [PII].
[CUSTOMER][NEUTRAL] And that email I don't remember which one I signed up with but I think it's gonna be my work email so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's probably gonna be [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] If that's not it, I could give you two different possibilities.
[AGENT][NEUTRAL] No, I've got that one for you. OK, let's go ahead and look here at your policy.
[AGENT][NEUTRAL] I'm gonna see if you have a dental policy with us because this policy number that you gave me is gap insurance that goes, it helps with your deductible co-pay and co-insurance when you use your major medical insurance.
[AGENT][NEUTRAL] Let me see if there's.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this policy is not a dental policy, but if you have to go to um the hospital or um.
[AGENT][NEUTRAL] Have anything done as far as, uh, let me look and see what your benefits are.
[AGENT][NEUTRAL] And this is just to verify your benefits. It's not a guarantee of payment, so you have an inpatient benefit amount per calendar year of $6500 and you also have an outpatient calendar year benefit amount of $6000 to use towards deductible copay or insurance for medical for uh sickness or accident.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] If I were to get in an accident, there would be like $6000 taken care of through this.
[AGENT][NEUTRAL] To help with your deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Hm, OK, all right.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome, [PII]. I hope you find your um dental policy and good luck at your dental appointment today. We do appreciate you calling APL.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Oh thank you so
[CUSTOMER][NEUTRAL] What was that?
[AGENT][NEUTRAL] Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Oh, no, that'll be it. Thank you very much.
[AGENT][POSITIVE] Alright well you have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] Alright you have a great rest of your day as well.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] All right, bye sir.