AccountId: 011433970860
ContactId: 38f637ce-89c8-4f0f-a18b-74ad96375462
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169619 ms
Total Talk Time (AGENT): 65719 ms
Total Talk Time (CUSTOMER): 64803 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/38f637ce-89c8-4f0f-a18b-74ad96375462_20250211T15:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII]. I have a policy number 257-475-1.
[AGENT][NEUTRAL] OK, you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that. And how may I assist you today?
[CUSTOMER][NEUTRAL] I just wanted to know, um, is this my insurance, uh, is it a pre, uh, insurance or separately?
[AGENT][NEUTRAL] Are you the insurance carrier?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You're the policy holder?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Yes, and your email address and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My email is my [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And what question did you have?
[CUSTOMER][NEUTRAL] I just want to know uh what kind of insurance is this?
[AGENT][NEUTRAL] Um, so you have a hospital indemnity policy, so it's a limited medical policy. Um, if you're needing your benefits, though, I'll have to give you the number to, um, UTBA for them to go over with you because we don't have access to it.
[CUSTOMER][NEUTRAL] So, is it, uh, is it a kind of a, is it a primary healthcare, or is it a primary insurance or secondary?
[AGENT][NEUTRAL] Um, it depends. If you have another type of insurance, it could be secondary. If this is your only insurance, then it, it, this would be your primary.
[CUSTOMER][NEUTRAL] Yeah, this is my own insurance.
[AGENT][NEUTRAL] OK. So then, yes, this would be your primary insurance.
[CUSTOMER][NEUTRAL] OK. I just want to confirm that.
[AGENT][NEUTRAL] Oh, OK. Well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] So is, is that, you said the name of the name of the insurance is American.
[AGENT][NEUTRAL] All right
[AGENT][NEUTRAL] Mhm. American Public Life.
[CUSTOMER][NEUTRAL] American Public Life.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] APR, OK. American Public. OK, that's fine. Thank you.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Yeah.