AccountId: 011433970860
ContactId: 32fe3e8d-9c3a-4466-9b10-938f5c564004
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286399 ms
Total Talk Time (AGENT): 137416 ms
Total Talk Time (CUSTOMER): 85053 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/32fe3e8d-9c3a-4466-9b10-938f5c564004_20250220T13:51_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yes, I, I purchased gap insurance through my employer. Um, I, I've had it for years and years. I, I don't even think I've ever utilized it. Uh, first off, I, I'd like to, if, if, if, I, I don't have like an ID card or anything. I was wondering if, uh, I could be sent like an ID card or something.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, go ahead and give me your name and your social security number. Let me get you pulled up.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] First name [PII]
[CUSTOMER][NEUTRAL] Last name [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] My social [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alrighty, Mr. [PII], thank you for that. Now while I'm keying this in, go ahead and give me a good return telephone call number just in case we get disconnected, please, sir.
[CUSTOMER][NEUTRAL] area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alrighty, thank you so much for all that information, [PII]. OK, let's see. I see you have several plans um.
[AGENT][NEUTRAL] Uh, hang on just a second for me. Let me.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Find your most current plan.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. I have found your most current plan. Let's see.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] All right, [PII], go ahead and verify your date of birth and your address for me, please, sir.
[CUSTOMER][NEUTRAL] Date of birth [PII].
[CUSTOMER][NEUTRAL] Address [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's in [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] ZIP code [PII].
[AGENT][NEUTRAL] Alrighty, thank you for all that information, [PII]. OK, first off, I can give you your policy number so that you can start using it as of today, um, but I will get you an ID card ordered. It will be mailed to your home address, takes about 5 working days. But your policy number, Mr. [PII], is going to be 025.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 056.
[AGENT][NEUTRAL] 87.
[CUSTOMER][NEUTRAL] OK, um, just so I understand, for example, I.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I, um, had a procedure done, uh, like an outpatient. It was, it was like 12 to $1300 and I have a, uh, they're showing me a deductible of $350. Is that something that my gap insurance could go toward?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, well, of course, I can't guarantee any type of benefit over the phone, but yes, sir, you definitely do need to call that provider's office back any time you go to the doctor hospital anywhere. Yeah, you give them your primary insurance carrier information as well as your APL because we all your medical supplemental plans. So once they send it to your primary, then that physician or hospital needs to send it to APL so we can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] View it for any benefits that might be available yes sir so yes sir, do call them back, give them your policy number and uh make sure they put that on the claim that they send here to APL along with that uh primary insurance company's uh explanation of benefits, but if they want to call here and even get your benefits, all they need is your policy number and the same number you just called me on, Mr. [PII].
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, I think that covers me for now. I appreciate it.
[AGENT][POSITIVE] Well, yes, sir, and if that's all I can help you with, then thanks for calling APO Dennis and you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you, sir. Bye-bye.