AccountId: 011433970860
ContactId: 3d542920-77cf-4aba-b342-b6c2a5ada03e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 410619 ms
Total Talk Time (AGENT): 188429 ms
Total Talk Time (CUSTOMER): 196819 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/3d542920-77cf-4aba-b342-b6c2a5ada03e_20250117T19:41_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII], and I was just calling to, uh, see about the benefits that I have because it work well I work for MAU and they have like um.
[CUSTOMER][NEUTRAL] They had like a sign up on the board about different policies. I'm, I'm gonna say like dental, uh, vision and all, all of that, and I want to see um just what I, I have on my, you know, I mean my coverage.
[CUSTOMER][NEUTRAL] I didn't, you know, I may wanna add or take, take out something.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. And I understand, Ms. [PII]. Do you happen to have a policy number available?
[CUSTOMER][NEUTRAL] Um, I have my, uh, card. Does that, does that work?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, there should be a policy certificate number on there, starting with a 0.
[CUSTOMER][NEUTRAL] OK, it's 023 5 1191.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what is your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, my date of birth is [PII]. My address is [PII].
[AGENT][NEUTRAL] All right thank you ma'am and I also have a Yahoo email on file can we verify that and then get a callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, my, uh, phone number is [PII].
[CUSTOMER][NEUTRAL] I think that's it in the phone.
[AGENT][NEGATIVE] You sound like me. I never call myself. I can't remember my number.
[AGENT][NEUTRAL] And then we don't have to remember numbers we just push names right now to call somebody.
[CUSTOMER][NEUTRAL] Wait a minute.
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] Man, uh, I'm looking at my Verizon bill right here.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I understand you. Uh, you are my spirit and I, I just, I get it.
[AGENT][POSITIVE] We are like spirits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, um, he, I have it on here.
[AGENT][NEUTRAL] On the caller ID I have the [PII].
[CUSTOMER][NEUTRAL] Oh, yes, it's
[CUSTOMER][NEUTRAL] Yes, a 3506459, that's it.
[AGENT][NEUTRAL] That's it. You passed.
[CUSTOMER][POSITIVE] Thank you. Thank you.
[AGENT][NEUTRAL] What about you? Now I'm gonna ask another hard question. What about your email? I have a Yahoo email.
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] All right, well you have passed all those tests now.
[AGENT][NEGATIVE] It's we just have so much information these days we have to keep up with. It gets hard.
[CUSTOMER][NEUTRAL] Yeah, I, I understand, I understand. Yeah, I, I was just wondering, you know, what, what all I have because they, you know, had some, well, I mean, uh, a lot of the things I haven't used the only thing I've probably used is, is dental and, and they had so many other things on there and I, I, I just want to know what all I have on my policy.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] Yes, ma'am. It would be my pleasure to assist you. So, with our company with APL, you do have your dental policy.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Your medical policy, accident and life policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's what you have with us. Those are the policies.
[CUSTOMER][NEUTRAL] OK, they had something about.
[AGENT][NEUTRAL] That you have
[CUSTOMER][NEUTRAL] They had one on there said if you have like say if you needed to go talk to a doctor for mental issues, they had that on the board.
[CUSTOMER][NEUTRAL] It was a lot of different things that they had added to it or it was on there and, and I just never um applied.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, ma'am. Now, on your medical policy, it does cover office visits.
[CUSTOMER][NEUTRAL] OK, so, not that I do, may have to, but if I need to go talk, talk to somebody mentally, I need to cover it.
[AGENT][NEUTRAL] It it could consider that as an office visit. Now I tell you what, we, we do have a portal if you create a login and password on that portal, you can click on your policy numbers and your documents will pull up and you can view what benefits are covered under the plans that you have.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Oh OK, well I got to get somebody to help me with that. I get somebody at work work to help, help me with it because I'm not really sure how how to do it and I just wanted to check, but what I do have is it's enough to cover me for all the visit, I mean for now.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, it is
[CUSTOMER][NEUTRAL] The doctor, the dentist, the, the vision and all, you know, and all of that.
[AGENT][NEGATIVE] Now Vision is not covered through APL that's gonna be through another company.
[AGENT][NEUTRAL] Um, if you
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And I'm not sure who that's covered through. You would need to check with your HR department now with um.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Of course, you have your generals. Um, you've got your accident policy that would help cover uh charges if you were injured due to an accident.
[AGENT][NEUTRAL] On your medical policy, you have 5 visits, office visits per calendar year that we can provide a benefit for.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then also your wellness screening or diagnostic testing, that's all covered under your
[AGENT][NEUTRAL] Um, medical policy.
[CUSTOMER][NEUTRAL] 00, OK, OK, so the rest of it I actually need to call MA [PII].
[AGENT][NEUTRAL] Yes ma'am, you need to talk to their HR department because those are the policies that we have as far as your vision, that's gonna be through another company.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK then. OK, I appreciate it.
[AGENT][POSITIVE] It's been such a pleasure to assist you, Ms. [PII]. Anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No. Thank you. Bye-bye.
[AGENT][POSITIVE] Well, thank you for your, thank you for calling APL. I appreciate your laughter. It made my day. Thank you.
[CUSTOMER][NEUTRAL] Goodbye.
[AGENT][POSITIVE] Take care. Bye-bye