AccountId: 011433970860
ContactId: 4d41f0ca-1049-4c4a-955d-ec23c7d8b7c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 615200 ms
Total Talk Time (AGENT): 239721 ms
Total Talk Time (CUSTOMER): 161902 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/4d41f0ca-1049-4c4a-955d-ec23c7d8b7c4_20250127T16:42_UTC.wav
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[AGENT][POSITIVE] Thank you for and APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] You said your name was [PII]?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] This is [PII] in the cancer cure.
[CUSTOMER][NEUTRAL] I have [PII] Falling in the on the line or might be Fallon.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Policy 768947.
[AGENT][NEUTRAL] 768947.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You have it?
[AGENT][NEUTRAL] Mm, give me just a second to pull it up.
[AGENT][NEUTRAL] All right, [PII] and can we verify her date of birth or has she been verified already?
[CUSTOMER][NEUTRAL] It's already been verified.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've answered the question she wanted, she wanted to know about the effective date. I mean, to see if she's active and I told her she's active. She wanted to know about bank drafts and um I guess um making sure how her policy was paid, so I'm gonna send her over to you, OK?
[AGENT][NEUTRAL] All right, what do we have?
[AGENT][POSITIVE] All right. That sounds good.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Good morning, Miss [PII].
[CUSTOMER][POSITIVE] Good morning.
[AGENT][NEUTRAL] Hello, this is [PII] in customer service. I was just advised that your customer name from and about how your policy is being paid.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] All right, let me um give it a, a short review to your policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, here in the system I see that it is, it has been being paid for um through bank draft uh every month.
[CUSTOMER][NEUTRAL] OK. And how much is that?
[CUSTOMER][POSITIVE] I just wanna make sure I've got the right thing.
[AGENT][NEUTRAL] It is for
[AGENT][NEUTRAL] Yes, it is um.
[AGENT][NEUTRAL] $68.60.
[CUSTOMER][NEUTRAL] $68.60.
[AGENT][POSITIVE] Yes, and it's a family coverage. It covers you and your spouse.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you have, um, could you possibly send me something that has my benefits, something with a, a paper copy?
[AGENT][NEUTRAL] Sure, um, I can send a, let's see really quick what type of policy it is.
[AGENT][NEUTRAL] Um, OK, um, since it is a,
[AGENT][NEUTRAL] Fairly old policy, we will have to build the policy certificate to have it a little bit updated, so it will take us a little bit of a time or a few days for us um to have it available for mailing, but I will go ahead and and place a request, right?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] That's no problem.
[CUSTOMER][NEUTRAL] OK, OK. All right. Could you possibly, uh, do, do y'all have cards like insurance cards? No?
[AGENT][NEUTRAL] Uh, not for this type of policy.
[CUSTOMER][NEUTRAL] OK. OK. I know I have an intensive care writer too, don't I?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, let me just a second so I can look it up.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] Yes, it does.
[CUSTOMER][NEUTRAL] OK. So, um,
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] We needed this policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is this attached to our medical or how would we like if we went to the hospital or went to a clinic, how, what do we tell them?
[CUSTOMER][NEUTRAL] About this policy, just tell them we have a.
[AGENT][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Alright, Ms. [PII], um, unfortunately, I'm not quite familiar with that part of the benefits for the policy, um, so I am unable to provide information about it, um, but I can transfer you to the benefits department so they can explain how would it work for you. Would that be all right?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, just um.
[AGENT][POSITIVE] I apologize for that. Mhm.
[CUSTOMER][NEUTRAL] That's OK. I just wanna make sure so you will send me a paper copy then?
[AGENT][NEUTRAL] Yes, I will, um, I will request it and it should take a couple of days.
[CUSTOMER][POSITIVE] That's no problem and it'll just be mailed?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, it will be mailed. Um, was your address verified?
[CUSTOMER][NEUTRAL] Uh, yes, it was.
[AGENT][NEUTRAL] OK, so we will be using that same address um as the uh mailing address.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, well thank you very much.
[AGENT][NEUTRAL] You're very welcome. I will go ahead and transfer you to the benefits department so they can give you a better explanation of your um intensive care, um rider. Um, is there any other question for me, Miss [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I don't think so. I just wanna make sure how, how we, you know, if we don't have a card, what do we show the doctor, yes, about the benefits.
[AGENT][NEUTRAL] How about the benefits.
[AGENT][NEUTRAL] Alright, uh, I believe that it is just providing a policy number and saying the provider for it, but I don't want to just say it is just that, so I will go ahead and transfer you to the benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you. I appreciate your help.
[AGENT][POSITIVE] Alright, you're very welcome. You're very welcome. You have a nice day, Miss [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII] in customer service.
[CUSTOMER][NEUTRAL] Hey [PII], how's it going this morning?
[AGENT][NEUTRAL] Uh, I have a
[AGENT][POSITIVE] I'm doing good. I have an insured on the line, Ms. [PII]. Um, she has been fully verified. Uh, she has a question about, um, using her intensive care rider on one of her policies.
[CUSTOMER][NEUTRAL] OK, what is her policy number?
[AGENT][NEUTRAL] OK, her policy number is 768947.
[CUSTOMER][NEUTRAL] 768947.
[AGENT][NEUTRAL] I am already gonna
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Go ahead. I'm sorry.
[AGENT][NEUTRAL] Um, I'm already gonna go ahead and send her a copy of her policy certificate. Um, she just had a question about how would, um, since we don't provide ID cards for this type of policy, how would she kind of, um, show proof of that she has coverage to, um, any of her providers pretty much.
[CUSTOMER][NEUTRAL] OK got you alright yeah can go ahead and send her over do we have a callback number too?
[AGENT][NEUTRAL] Uh, no, I wasn't able um to request one. I just wrote down the one that, the one she's calling from.
[CUSTOMER][POSITIVE] No worries [PII].
[CUSTOMER][POSITIVE] OK, if you wanna go ahead and send her on over I'm ready.
[AGENT][POSITIVE] Thank you. Have a nice day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEGATIVE] You are on hold.