AccountId: 011433970860
ContactId: 37aaa03a-0458-4c03-a8e4-e2f45328de09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201880 ms
Total Talk Time (AGENT): 57109 ms
Total Talk Time (CUSTOMER): 80486 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/37aaa03a-0458-4c03-a8e4-e2f45328de09_20250509T18:17_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. So I'm calling on behalf of a member, my boyfriend.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the name is [PII].
[CUSTOMER][NEUTRAL] [PII] Date of birth [PII].
[AGENT][NEUTRAL] OK. Do you have a policy number?
[CUSTOMER][NEUTRAL] Oh hold on one second.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is that the same as a group number or a payer ID?
[AGENT][NEUTRAL] It's usually a policy er number.
[CUSTOMER][NEUTRAL] It oh, policy number, yeah, 02.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 611
[CUSTOMER][NEUTRAL] 619.
[AGENT][NEUTRAL] OK. And can I get your name and uh a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And hold on just a moment while I pull that policy up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and do you mind verifying his date of birth and address?
[CUSTOMER][NEUTRAL] His date of birth is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, address [PII].
[AGENT][NEUTRAL] OK, and is he there where I can get permission to talk to you about his policy or?
[CUSTOMER][NEUTRAL] Pardon me?
[AGENT][NEUTRAL] Um, is he there with you where I can get permission to speak to you on his policy?
[CUSTOMER][NEGATIVE] No, he's not with me right now.
[AGENT][NEUTRAL] OK. And what kind of information were you needing?
[CUSTOMER][NEUTRAL] OK, so he, he just got this policy.
[CUSTOMER][NEUTRAL] And he had the one he had previously, he had a few doctors appointments.
[CUSTOMER][NEUTRAL] But now these doctors don't take this insurance, so I'm calling to um to find a new doctor for him and a urologist, a new primary care and a urologist.
[AGENT][NEUTRAL] OK, well, this is the gap policy. Uh, you'll need to contact his major medical, uh, to find a provider that they would take, uh, cause it's up to them, uh, as to who's covered, not us.
[CUSTOMER][NEUTRAL] This is a gap policy.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So it has to be used with another insurance?
[AGENT][NEUTRAL] Mhm. Yes, ma'am. He's got a major medical that it works with.
[AGENT][NEUTRAL] So you would need to contact the major medical to get the providers.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[CUSTOMER][POSITIVE] All right thanks.
[AGENT][POSITIVE] All right, well, thank you for calling ACL. Have a good day.
[CUSTOMER][NEUTRAL] Alright, one second.
[CUSTOMER][NEUTRAL] All right bye.