AccountId: 011433970860
ContactId: 3b8a7fbf-26f6-402a-ba6f-22e1074ced61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195800 ms
Total Talk Time (AGENT): 73048 ms
Total Talk Time (CUSTOMER): 87335 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/3b8a7fbf-26f6-402a-ba6f-22e1074ced61_20250609T14:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh yes, I was calling because I have some questions, right? I was trying to see for one if if if my account is still active.
[AGENT][NEUTRAL] OK, and what is your name and the policy number, please?
[CUSTOMER][NEUTRAL] Uh, my name is [PII] and the policy number.
[CUSTOMER][NEUTRAL] Meaning when you say policy number you're meaning the group number?
[AGENT][NEUTRAL] Policy number should start with 01 or 02?
[CUSTOMER][NEUTRAL] Uh, yeah, I, I don't see that.
[AGENT][NEUTRAL] Are you looking at your card?
[CUSTOMER][NEUTRAL] Yes, uh, it's like a little, a little card, the American public life.
[AGENT][NEUTRAL] Uh-huh. At the bottom, do you, uh, see it in, OK.
[CUSTOMER][NEUTRAL] It says insurance coverage group.
[AGENT][NEUTRAL] At the bottom of the card, do you see an in-hospital or outpatient benefit cert number?
[CUSTOMER][NEUTRAL] Effective date and it says mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what are either one of those numbers, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 18
[CUSTOMER][NEUTRAL] 37
[CUSTOMER][NEUTRAL] ML 7
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And Mr. [PII], verify your date of birth, mailing address, and email address, please.
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII]. Uh, mailing address is [PII]. And the last one you said the email?
[AGENT][NEUTRAL] Uh yes, sir.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let's see, I'm showing your policy is active as of [PII].
[CUSTOMER][NEUTRAL] OK, so my next question is, I, I'm really not too sure on how to use this because it's supposed to be like a gap, right? Like a gap.
[AGENT][NEUTRAL] like a gap, yes.
[CUSTOMER][NEUTRAL] For the insurance already.
[CUSTOMER][NEUTRAL] So if I went to the uh like uh just a regular checkup and I had a copay, would this cover the copay or no?
[AGENT][NEUTRAL] No, cause if this policy only covers for services in an outpatient facility or if you're confined as inpatient, it does not cover office visits. Uh, you do have benefits for procedures in office if those procedures are for sickness or an injury, but not for any wellness or physical uh screenings.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well that's all I wanted. I just want clarification on that.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] OK well uh thank you so much for calling APL and you have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Mhm, bye.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK