AccountId: 011433970860
ContactId: 20889465-d9dc-47f1-bda4-89b7e6272375
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258559 ms
Total Talk Time (AGENT): 94543 ms
Total Talk Time (CUSTOMER): 84929 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/20889465-d9dc-47f1-bda4-89b7e6272375_20250416T19:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Very easy, this is [PII]. Um, I'm just questioning my APL service.
[CUSTOMER][NEGATIVE] I am currently at a hospital. I gave them my UPL card, and they told me it doesn't do anything for the gap insurance on it.
[AGENT][NEUTRAL] Um, yes, sir. I can assist you with your benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, my number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need your policy number, please?
[CUSTOMER][NEUTRAL] Is that
[CUSTOMER][NEGATIVE] What would that be on my card? Is it a group number or in the hospital benefit? No, that doesn't sound right.
[AGENT][NEUTRAL] Yeah, what, what's the certificate number? Either the outpatient or inpatient, either 11 of the certificate numbers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In hospital number 02277062MN7.
[AGENT][NEUTRAL] OK, thank you. Now, please verify your first and last name and your date of birth.
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And please verify your um mailing address and your email address.
[CUSTOMER][NEUTRAL] Uh, my email is [PII] and my mailing address is [PII].
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] And I'm showing that you don't have an email address on file. Would you like to add one?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] OK, so that's [PII].
[CUSTOMER][POSITIVE] Correct, yeah.
[AGENT][NEUTRAL] OK. OK, I've added your email address. And I'm showing, OK, this is for inpatient hospital.
[AGENT][NEUTRAL] Yes, I'm showing that under your policy, you do have inpatient benefits. Um, the policy number you gave me was for your old policy, which expired on [PII]. So I can give you your new policy number to pass on to the hospital staff and they can call us to verify those benefits under your new policy number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh my gosh.
[CUSTOMER][POSITIVE] That would be amazing
[CUSTOMER][NEUTRAL] Please hold on. Um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I just need a notepad.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Um, your new policy number is 025.
[CUSTOMER][NEUTRAL] 025
[AGENT][NEUTRAL] 44036.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the effective date for this policy was [PII] and this policy is still active.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, that should cover it. Thank you.
[AGENT][POSITIVE] Yeah, thank you again, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.