AccountId: 011433970860
ContactId: 2acfe1b5-be8b-410a-bbb4-93ffbf651cb6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293869 ms
Total Talk Time (AGENT): 192887 ms
Total Talk Time (CUSTOMER): 84781 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/2acfe1b5-be8b-410a-bbb4-93ffbf651cb6_20250211T19:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, how are you?
[AGENT][POSITIVE] I'm great. How about you today?
[CUSTOMER][NEUTRAL] Uh, I just
[CUSTOMER][NEUTRAL] I'm fair. I need a copy of my insurance card.
[AGENT][POSITIVE] OK, I'd be glad to help you. Go ahead and give me your name and your policy number, please, sir.
[CUSTOMER][NEUTRAL] Uh [PII]
[CUSTOMER][NEGATIVE] I don't have my number with me.
[AGENT][NEUTRAL] OK, I can pull you up by your social, [PII]. Give me that.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, [PII], thank you for that. Now while I'm keying your social in, go ahead and give me a good return telephone call number just in case we get disconnected, please, sir.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, [PII], thank you so much for that information. Now, are you calling about your medical plan here, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, I think I found you. Let's see, [PII], go ahead and give me your birth date and your address for me, please, sir.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, [PII], thank you so much for all that information. OK, so you're calling because you don't have an ID card, is that correct and you want one sent to your home address? Is that correct?
[CUSTOMER][NEUTRAL] Yeah, if not you, if you could do an email.
[AGENT][NEUTRAL] Um, I'm not sure we can email this stuff anymore, but I can get you one mail, but I tell you what, do you have somewhere you can write this number down because I can give you your policy number now that way you can have it to go to any doctor's office and you can give them this.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Policy number and the number you just called me on and they can verify any benefits even without your ID card um in the meantime I'll go and get you one order to take a couple of days to get to your home address though but all you need is this policy number, so let me give you that [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, wait, I have prescription on there, right? Prescription coverage?
[AGENT][NEUTRAL] Oh, I don't know your benefits. Hang on just a second, you actually have the
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Dental department, but hang on, let me see if I can.
[CUSTOMER][POSITIVE] I'm gonna, yeah, I'm, I'm gonna try and use this for the first time.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I need to pick up a prescription, so I'm gonna use it for the first time and I just wanna see how it goes.
[AGENT][NEUTRAL] Yeah, oh yeah, I always, I always use it, but OK, you ready for me to give you your policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] OK, it is, it's gonna be 02.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 556.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Yeah, 2 more 5s and a 7.
[CUSTOMER][NEUTRAL] OK, 025565-557.
[AGENT][NEUTRAL] That is correct, [PII], and that is your current policy number here at APL for your hospital indemnity plan. Now, I do show your uh benefit went into effect here [PII]. You are still current and active, but I must advise that verification of coverage is not a guarantee of payment or anything like that. But you are, uh, going to, you said get a prescription for it, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alright, I'm, give me just a second and I'm pulling your benefits up.
[CUSTOMER][POSITIVE] I think, I think I got the gold so I'm pretty, uh, I think I'm covered, but I'm just making sure.
[AGENT][NEUTRAL] Yes, sir. Well, you definitely are still active as of today, but I'm going to, yeah, and you're gonna need that policy number as well. So you have that now and, and really that's all you need, but, um,
[CUSTOMER][NEUTRAL] Yeah, so I can just give that to the pharmacist?
[AGENT][NEUTRAL] Uh, yes, sir. Yes, sir. You give that to the pharmacist, yes, sir, and if they got, if they have a question, uh, go ahead and have them call APL and tell them to put push option 3 on the same number that you just called on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII], was that all that I can help you with?
[CUSTOMER][POSITIVE] That's it, ma'am you've been awesome thank you.
[AGENT][POSITIVE] OK, well, yes, sir, and thank you for calling APO [PII] and you have a great rest of your day, OK?
[CUSTOMER][NEUTRAL] Right, hey, one more thing, so you can't email a copy of the card?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh, I don't think it's gonna let me email it. Um, they're getting strict about this HIPAA and the email situation, so yes, so that's why it has to go to your home address, but like I said, that, that number, yeah, until uh you do get that in the mail, yeah, that number really is all you need.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you ma'am. Thank you very much.
[AGENT][POSITIVE] OK. Yes, sir, [PII], and thank you for calling APO. Yes, sir. Bye-bye.
[CUSTOMER][NEUTRAL] Bye now.
[CUSTOMER][POSITIVE] Bye now thank you.