AccountId: 011433970860
ContactId: 35f0b0da-828c-4d6a-a528-5aa8ac346b9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303399 ms
Total Talk Time (AGENT): 88494 ms
Total Talk Time (CUSTOMER): 101555 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/35f0b0da-828c-4d6a-a528-5aa8ac346b9d_20250305T13:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, um, I have a question. My husband and I have the APL, uh, and we're not, we haven't really been using it. We're not really sure how we're supposed to use it. Um, my daughter has a knee surgery next week. She's been playing soccer and has injured herself. Um, so we're needing to find out, uh, if this covers any of the surgery and what we need to do.
[AGENT][NEUTRAL] OK, I can help you. Could you give me your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] 02317845
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And verify the, um, let's see, give me one second.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII], what is your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the dependent's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], um [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm still looking.
[AGENT][NEUTRAL] OK, so currently, um, I'm showing that this policy is an individual policy for um Mr. uh Huh only.
[CUSTOMER][NEUTRAL] It says coverage family on my card.
[AGENT][NEUTRAL] And what's the effective date on your card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And so it looks like this change was made in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So it's no use for this, I guess.
[AGENT][NEUTRAL] And if you have any other questions you'll need to get with [PII].
[CUSTOMER][NEUTRAL] OK and then the other question he had was um.
[CUSTOMER][NEUTRAL] He thought like when we go for our just yearly checkups that we're supposed to be sending in something and we would get $100 back for each of our just uh.
[CUSTOMER][NEUTRAL] Like, uh,
[CUSTOMER][NEUTRAL] Like when I go for my yearly OBGYN visit, um, just, uh, checkup kind of visits, not for anything wrong. Um, is that something we're supposed to be sending in?
[AGENT][NEUTRAL] Uh, under
[CUSTOMER][NEUTRAL] But I guess it would
[AGENT][NEUTRAL] Under
[AGENT][NEUTRAL] The policy
[CUSTOMER][NEGATIVE] I, the phone broke up. I couldn't hear you.
[AGENT][NEUTRAL] I said under which policy?
[CUSTOMER][NEUTRAL] The policy?
[CUSTOMER][NEUTRAL] Um, it's the 021-7845.
[AGENT][NEUTRAL] Under the
[AGENT][NEUTRAL] OK. Yeah, you'll need to get with, um, Mr. [PII].
[AGENT][NEUTRAL] Um, I do show that they're.
[CUSTOMER][NEUTRAL] That's my husband, yeah.
[AGENT][NEUTRAL] I know, I know.
[AGENT][NEUTRAL] I do show a Metlink and an accident policy. The benefit that you're talking about may fall under the accident policy, but because you're no longer on the policy, uh, [PII], I can't disclose any further information to you without, um, [PII]'s permission. Um, but then if you're saying, so are you saying that it should be family coverage?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We thought it was, we never changed anything. Um.
[AGENT][NEUTRAL] OK, so, so you may wanna ask [PII].
[CUSTOMER][NEUTRAL] So I'm not sure.
[AGENT][NEUTRAL] And um if he believes that it's not correct then he'll need to get with his employer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK all right well thank you very much.
[AGENT][NEUTRAL] OK. Anything else I can help out with today?
[CUSTOMER][POSITIVE] No, I'll have them call. Thanks. Bye bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Thank you for