AccountId: 011433970860
ContactId: 4b6da00b-8bb3-4d88-b698-220a31fc4f74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186130 ms
Total Talk Time (AGENT): 84688 ms
Total Talk Time (CUSTOMER): 56833 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/4b6da00b-8bb3-4d88-b698-220a31fc4f74_20250417T14:17_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, uh, my name is [PII] and um I'm trying to see if the doctor I'm going to today uh has uh my, uh, insurance will be able to coverage and I have her name and identity number.
[CUSTOMER][NEUTRAL] ID number?
[AGENT][NEUTRAL] All right, I can help you with that, sir. What is your policy number?
[CUSTOMER][NEUTRAL] Alright, my policy number.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEGATIVE] Where you find that on the uh on the insurance card, I can't even see it.
[AGENT][NEUTRAL] If you have your APL card, it could be under the member ID or the um policy cert number.
[AGENT][NEUTRAL] Or it could be at the bottom of the card under the inpatient or outpatient benefit certificate number.
[AGENT][NEUTRAL] Do you have your APO card?
[CUSTOMER][NEUTRAL] No, see, I don't know, but.
[CUSTOMER][NEUTRAL] Uh, no, ma'am, I don't think I have another my like my insurance company about the MAU workforce.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I can look up your policy by your social. Would that be OK?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] What is that number, please, sir?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you and this is for medical?
[CUSTOMER][NEUTRAL] Oh yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you mind verifying your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] Uh, my current address is [PII] and my date of birth is [PII].
[AGENT][POSITIVE] All right. Thank you, sir.
[AGENT][NEUTRAL] And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh it's [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Now, I'm checking for medical coverage with APL. I do see that you have an active dental policy, accident policy, and life policy with APL. I don't show medical coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Do you, do you have medical coverage? Did you get the medical plan?
[CUSTOMER][NEUTRAL] Yeah, I could have sworn I did when I first started, but I probably had to redo it again at the beginning of the year and I probably didn't.
[AGENT][NEUTRAL] OK. So you might wanna check with the HR department with MAU to see if you can um still add that medical coverage.
[AGENT][POSITIVE] And they'll be happy to assist you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] It's my pleasure. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Oh no, that'll be all.
[AGENT][POSITIVE] Well, thank you for calling [PII]. I hope you have a wonderful day.