AccountId: 011433970860
ContactId: 460ffadd-f56a-4280-b953-c70adf1757fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336029 ms
Total Talk Time (AGENT): 95055 ms
Total Talk Time (CUSTOMER): 136078 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/460ffadd-f56a-4280-b953-c70adf1757fc_20250501T15:05_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm calling. I have a um a question regarding a past policy.
[AGENT][NEUTRAL] OK, is it for yourself or is it?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, yeah, it's for myself, um, I have a policy through my employer, um, I do know at one point we had you guys, but then for like a year, uh, they switched, I guess like insurances, so we didn't have gap, and then they and then we ended up having uh APO again. I was calling to see what were those dates before uh before the policy had ended.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Do you have
[CUSTOMER][NEUTRAL] Um, I can give you the current policy number or my social.
[AGENT][POSITIVE] Yeah, one of the policy, uh, policy number is good.
[CUSTOMER][NEUTRAL] OK, uh, no, hold on a second, I just have it 170.
[CUSTOMER][NEUTRAL] 179 1998.
[AGENT][NEUTRAL] OK. And what was your name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]. May I have my maiden name with the address card.
[AGENT][NEUTRAL] OK, and [PII], do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, uh [PII].
[AGENT][NEUTRAL] OK, thank you. Just need a couple more pieces of information. What is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then lastly your email address?
[CUSTOMER][NEUTRAL] Um, I'm not sure if you guys have on file. Is it [PII] or [PII].
[AGENT][NEUTRAL] Uh, we've got the [PII].
[CUSTOMER][NEUTRAL] Or either my personal or OK.
[AGENT][NEUTRAL] OK, then you were just wanting to check the dates of the policy?
[CUSTOMER][NEUTRAL] Yeah, like from the the original like when I first signed up with you guys.
[AGENT][NEUTRAL] OK, it looks like we had from
[AGENT][NEUTRAL] [PII] to [PII].
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] 8114 to [PII].
[AGENT][NEUTRAL] 16.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, and then it looked like.
[CUSTOMER][NEUTRAL] And then what?
[AGENT][NEUTRAL] There's a policy from [PII].
[AGENT][NEUTRAL] To [PII].
[AGENT][NEUTRAL] And then this policy number started on [PII] and it's current, so.
[CUSTOMER][NEUTRAL] [PII] then [PII] and then.
[CUSTOMER][NEUTRAL] And then also, are you able to tell me if I submitted any claims for uh or if you can provide me maybe with uh like a spreadsheet or something like if if I had uh submitted any claims for the time period of [PII].
[CUSTOMER][NEUTRAL] To [PII].
[AGENT][NEUTRAL] Um, have you created an online account on our portal?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, but I don't, but I don't see it anymore like the only thing, um, like I'm able to select it only, it's only showing the current policy number.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] OK, yeah, it looks like there were some claims from them, from then, um.
[AGENT][NEUTRAL] I don't think we.
[AGENT][NEUTRAL] I'm trying to think how I can send you the information, um.
[CUSTOMER][NEUTRAL] I screenshot it.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] Um, I mean, I could give you a, it's just we can't send any kind of HIPAA through email. I could give you like dates of service and dollar amounts.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I could send that to your email.
[CUSTOMER][NEUTRAL] OK, OK, that'll work.
[AGENT][NEUTRAL] OK, all right. I'll get that compiled together, um, just give it, give me about 10 minutes and then you should receive that email. Can I help with anything else?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, no, and I'm the only one that's on this policy, correct? I don't have it like my spouse or anybody on this, do I?
[AGENT][POSITIVE] That's correct, yeah, it's just you.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] Thank you. Hold on, would you be able to have the dates on there when you, when you give it to me or is just the?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It'll be the date and the charges. I can send those two pieces.
[CUSTOMER][POSITIVE] Dollar amount. Got you. OK, thank you.
[AGENT][POSITIVE] OK. Thank you for calling APL. Hope you have a good day.
[CUSTOMER][NEUTRAL] OK.