AccountId: 011433970860
ContactId: 3b1e080d-fa98-4daf-a3fe-e3e57567ae9b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265880 ms
Total Talk Time (AGENT): 97942 ms
Total Talk Time (CUSTOMER): 120597 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/3b1e080d-fa98-4daf-a3fe-e3e57567ae9b_20250110T17:58_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ACL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Um, I'm I'm, my name is [PII], um, with the Oxford Group, consulting group. I, I received the, um, benefit cards, uh, in the mail.
[CUSTOMER][NEUTRAL] And um I, I wanted to check like what is covered or what, what are the benefits with the within this card, um.
[AGENT][NEUTRAL] What is your policy number?
[CUSTOMER][NEUTRAL] It's 02580464.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And verify your date of birth, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and may I have your call back number if we are disconnected please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you verify your complete mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the last thing to verify is your email address.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you very much sir for the information for verifying and you're calling to check to see what your benefits are now show that this is a family plan.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, spouse and two dependent children, OK?
[AGENT][NEUTRAL] It shows your policy became effective as of [PII]. It shows active.
[AGENT][NEUTRAL] Now for the benefits one moment sir.
[CUSTOMER][NEUTRAL] So, I, I guess kind of the, the primary question is, is this the card that I, if I need to go to a doctor I use or?
[AGENT][NEUTRAL] Yes, the policy number that you provided me should be on that card that you get. Yes, that's the card you would need to use to go to the doctor, yes.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, OK, yeah, it's because when I read the card, it says something about limited hospital something and
[AGENT][NEUTRAL] Yes, it's a
[AGENT][NEUTRAL] Yes, the policy that you have is a limited indemnity policy.
[AGENT][NEUTRAL] Hospital indemnity policy but it is the, yes sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, OK, so this is my primary primary card, put it that way. All right.
[AGENT][NEUTRAL] Uh, well, this is your, your medical card, yes, sir.
[CUSTOMER][POSITIVE] All right, perfect. OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] You're welcome. Would you want the benefits for the?
[CUSTOMER][NEUTRAL] No, no, not now. Uh, I think everything now is, is, it should be as per the benefits statement that I have from, from Big.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes. Yes, sir, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, alright, thank you so much I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome, sir. You have a great day and thank you for calling APL. Take care.
[CUSTOMER][NEUTRAL] 001 more question. I'm sorry to go back. So, in my cards, I have like myself.
[AGENT][NEUTRAL] I, yes.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] My, I think it was to my wife's names.
[AGENT][NEUTRAL] If you could verify with me the dependents, your wife's name and your dependent children please just to make sure.
[CUSTOMER][NEUTRAL] Yes, it's uh my wife is [PII].
[CUSTOMER][NEUTRAL] And my daughters, they're too.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's [PII] and the other is [PII].
[AGENT][NEUTRAL] OK, yes, that's what you have on the card, yes, that's what we have on the um policy. Now what you have, you have one card, it should say employee plus maybe family, but each dependent will not receive a card with their name on it.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. All right. Perfect. All right. I, I have no further questions. Thank you so much.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] You're welcome, sir. Uh, take care and have a great day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Yes sir take care bye bye.