AccountId: 011433970860
ContactId: 24ccdd79-32ba-4a2b-a38c-84160ad1392c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 658669 ms
Total Talk Time (AGENT): 243556 ms
Total Talk Time (CUSTOMER): 137596 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/24ccdd79-32ba-4a2b-a38c-84160ad1392c_20250324T17:50_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. This is [PII]. How are you today?
[AGENT][POSITIVE] I'm doing fine. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing well. Um, I was calling to see if uh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] If the um Gardasil, which is like the HPV vaccine, uh, would be considered covered under like the ACA compliance um to the insurance.
[CUSTOMER][NEUTRAL] As like a preventative.
[AGENT][NEUTRAL] OK, so you're one [PII].
[AGENT][NEUTRAL] OK, [PII], so you're wanting to see if you have benefits on the plan with APL. You have a policy with APL?
[CUSTOMER][NEUTRAL] Um, I do. Uh,
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Um, policy number is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I think it's the 227-859-5.
[AGENT][NEUTRAL] OK, now what was your last name again?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, [PII]
[AGENT][POSITIVE] OK, thank you. And a good callback number for you, please.
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] OK, thank you. So give me just one moment please um I can look into your policy and help you with this, but give me just a moment to get your.
[AGENT][NEUTRAL] Information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You and you said 227-8595. Was that correct?
[CUSTOMER][NEUTRAL] Um, I think so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So bear with me just OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so any information that I do provide for you today, uh will be a verification.
[AGENT][NEUTRAL] The benefits and not a guarantee of payment. I will try several things with you first for security purposes. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then also your home mailing address.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I think the one that you have is [PII].
[AGENT][NEUTRAL] Um, no, so that is not what.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, sir, that's not what we have.
[CUSTOMER][NEUTRAL] OK, then maybe
[CUSTOMER][NEUTRAL] OK, then maybe it was updated to um [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the rest of the address?
[CUSTOMER][NEUTRAL] The one in
[CUSTOMER][NEUTRAL] Yeah, so [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number that will file for you is the same as the one that you provided for me, so that is your best uh phone number, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Thank you and lastly your email address, please.
[CUSTOMER][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you very much for verifying all of your information. Um, so give me just a moment to to look at a few things, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] [PII] is taking a moment
[AGENT][POSITIVE] I went to load some of my information. I apologize about that appreciate your patience.
[CUSTOMER][NEUTRAL] Yeah, that's OK.
[AGENT][NEUTRAL] OK. So, yes, sir, on this policy, on this limited benefit plan, um, vaccinations for vaccines are not.
[AGENT][NEUTRAL] A covered benefit.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, and the plan that I have is the, I have the, the MEC and then the plus insured, correct?
[CUSTOMER][NEUTRAL] Or no.
[AGENT][POSITIVE] Now you have the Mac well wellness. Now you may have benefits through 90 degree benefits.
[AGENT][NEUTRAL] That's for that which I can phone number and I can also connect you with them to see if by chance.
[AGENT][NEUTRAL] That you have benefits under that plan for vaccines.
[CUSTOMER][NEUTRAL] Oh, OK. Um, yeah, that.
[AGENT][NEUTRAL] If you don't already have their number, their number is.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] [PII] and it would be option one for them.
[CUSTOMER][NEUTRAL] You said that phone number was [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And again, I would be happy to connect you with him if you would like for me to do that.
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][POSITIVE] OK. Well, I'll be happy to. Is there anything else that I could help you with first?
[CUSTOMER][NEUTRAL] Um, that's it.
[AGENT][POSITIVE] OK, well thank you so much for calling APL and I hope that you have a very nice rest of your day today, [PII].
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Uh-huh. Thank you very much. So just one moment please, and I'll get you connected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you for calling 90. If you would like to participate in a quick survey after the call to rate your service with us, please press 1. Press 2 if no.
[CUSTOMER][POSITIVE] Thank you for calling 9 your Benefits. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Oh, hi, [PII]. This is [PII] with APL. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] Hello. Uh, I'm good. I.
[CUSTOMER][POSITIVE] I'm good.
[AGENT][NEUTRAL] Do I have anything else on that plan?
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] I, I can hear you. Can you hear me?
[CUSTOMER][NEGATIVE] Barely. It's, it's like broken. It's like keeps breaking up.
[AGENT][NEUTRAL] I, I
[AGENT][NEUTRAL] Yeah, I, I don't know, um, our system, our system is very slow today. I, I, I, it may have something to do with my end. If so, I apologize, [PII].
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Can you hear me OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can hear you. How can I help?
[AGENT][NEUTRAL] It comes
[AGENT][NEUTRAL] Are you able to hear me at the moment?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] I have an insured on the line who has a question regarding some, some of his benefits.
[AGENT][NEUTRAL] On his Mc plan. Um, his name is [PII].
[AGENT][NEUTRAL] And the last 4 of
[AGENT][NEUTRAL] The social is [PII].
[AGENT][NEUTRAL] Oh yeah I don't have that.
[AGENT][NEUTRAL] [PII] we show Oxford Global.
[CUSTOMER][NEUTRAL] You said his last name was [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what's his date of birth?
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] He excuse me, [PII].
[AGENT][NEUTRAL] And then have [PII].
[CUSTOMER][NEUTRAL] What was that date of birth?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] of [PII].
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] OK, and what was the question?
[AGENT][NEUTRAL] All right. Well, are you ready with to speak with him? He has some questions on his benefits for the plan that he has with you all.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. Are you ready?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes, I'm sorry, I'm ready.
[AGENT][POSITIVE] OK. All right. Well, thank you very much. Have a wonderful afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.