AccountId: 011433970860
ContactId: 46929861-8349-4997-8bba-919546b546b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203119 ms
Total Talk Time (AGENT): 68788 ms
Total Talk Time (CUSTOMER): 102596 ms
Interruptions: 3
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/46929861-8349-4997-8bba-919546b546b7_20250328T15:29_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling, um, might seem like a silly question, but I'm, I'm trying to look at my coverage documents for Ayal. I don't see anything for medical coverage. I'm wondering if you can confirm that for me, please.
[AGENT][NEUTRAL] Can I have your policy number?
[CUSTOMER][NEUTRAL] Yes, um, I, it's um.
[CUSTOMER][NEUTRAL] 02596135
[AGENT][POSITIVE] Thank you. What is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's your mailing address?
[AGENT][NEUTRAL] And your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My address is [PII]. My date of birth is [PII].
[AGENT][NEUTRAL] Thank you [PII] could you verify a callback number for you just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the email address that you provide APL?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And you said that you were calling in regards to your health benefits?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes, I see hospital critical illness and accident, but is there a policy that's just for my general medical?
[AGENT][NEUTRAL] Let me see what you have.
[AGENT][NEUTRAL] So like a hospital.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Accidental.
[AGENT][NEUTRAL] We have medical.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] You have medical here with us. Um, do it say limited hospital do it say hospital indemnity hospital indemnity?
[CUSTOMER][POSITIVE] It does, yes.
[AGENT][NEUTRAL] That's your medical. Um, yes, ma'am.
[CUSTOMER][NEUTRAL] Is that medical? Oh.
[CUSTOMER][NEUTRAL] OK, so if I just wanted to, you know, get a, um, uh, a physical from my doctor, I would use this even it's through me because it says hospital it doesn't say just medical.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But that's what I would use, um, that's the card I would use if I wanted to get a physical or anything. Oh, OK, well thank you for answering that. I'm sorry.
[AGENT][POSITIVE] Yes ma'am, for your wellness.
[AGENT][NEUTRAL] Yes, it should be listed on your description of your benefits on your schedule. No, it's not a silly question. That's why we're here for you to call and ask us questions so you can get a better understanding of it. But [PII], um, on your schedule, do it show benefits like do it show us benefit schedule of what's covered under your policy?
[CUSTOMER][NEUTRAL] Um, I'm gonna click on it now and open it up, um.
[CUSTOMER][NEUTRAL] Notice toll free, um.
[CUSTOMER][POSITIVE] Um, table of content schedule of benefits, yes, it's all listed in this document I just downloaded. I just sure wasn't sure what that meant, but yes, it's all here after all. Thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Um, no thanks, everything else is fine.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day, [PII].
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome. Goodbye.