AccountId: 011433970860
ContactId: 3a7c81d0-ff83-4540-a244-f18c153ef076
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206660 ms
Total Talk Time (AGENT): 72166 ms
Total Talk Time (CUSTOMER): 108826 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/3a7c81d0-ff83-4540-a244-f18c153ef076_20250501T17:37_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII], um, I'm a member.
[CUSTOMER][NEUTRAL] And uh I have a um a policy, a gap policy that is uh starting today, but I had it also last year. I just wanna make sure if the number didn't change or anything.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, OK, I can definitely help you with your policy. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. My uh first name is [PII]
[CUSTOMER][NEUTRAL] And last name is [PII].
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number that you have?
[CUSTOMER][NEUTRAL] Yeah, the one that I have that may have expired yesterday.
[CUSTOMER][NEUTRAL] It's 256-68.
[CUSTOMER][NEUTRAL] But it, but then I, there's a new policy with APL that is effective today. It might be the same, that's what I'm trying to call to find out.
[AGENT][NEUTRAL] Right, um, so hold on. So your card, do you have your card with you?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] On the card, um, we're looking for policy er number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's just start with the 01.
[CUSTOMER][NEUTRAL] Policy
[AGENT][NEUTRAL] Or 02
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, no, all I have in the card is my name, uh, coverage, and the group number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have a hospital benefits certificate number and outpatient benefits certificate number.
[AGENT][NEUTRAL] Yes, that policy certificate number. Uh-huh, um, the numbers are the same, that ML 7 or 8 at the end is different. I just need the numbers. That's your policy number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, for which one? In the in hospitals or the outpatient? The same as you say, is the same except the last one.
[AGENT][NEUTRAL] The numbers are the same. Mhm.
[CUSTOMER][NEUTRAL] Right, it's 02255781.
[CUSTOMER][NEUTRAL] M as in Mary
[CUSTOMER][NEUTRAL] L as in Larry.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] And then there's a 7 for the first one and then um.
[AGENT][NEUTRAL] Alright, and I have you here. I just need you to verify your date of birth, your mailing, and email address on file.
[CUSTOMER][NEUTRAL] Sure. [PII]. Mailing address [PII] and my email address is uh last name, first [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing um this is the correct policy number 2255781 and um this policy has been active since [PII], so nothing has changed um with your policy in terms of your number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or anything.
[CUSTOMER][POSITIVE] Excellent. All right, thank you very much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, I
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] No, that's all thank you. All right, bye bye.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too take care bye.
[AGENT][POSITIVE] Thank you. Bye-bye.