AccountId: 011433970860
ContactId: 5015b8b6-e243-4ea1-a148-c4f6416e9259
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305000 ms
Total Talk Time (AGENT): 112214 ms
Total Talk Time (CUSTOMER): 109184 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/5015b8b6-e243-4ea1-a148-c4f6416e9259_20250623T18:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. My name is, um, [PII]. Um, I was calling, I, um, I've been paying with, um, for APO with through my, um, company, and I was trying to make sure to see, um, I think when I signed up I got some sort of medical coverage. I just wanna see what it is for me and my son.
[AGENT][POSITIVE] Yes, sir. I can assist you with your benefits. Um, first, could I get a callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get your policy number and if you don't have that, I could look it up by your social.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Let's see, where's my
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] It is 026.
[CUSTOMER][NEUTRAL] 10181.
[AGENT][NEUTRAL] OK. And please verify your name and date of birth, your first and last name.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And my date of birth is [PII].
[AGENT][NEUTRAL] OK, and please verify your mailing address and your email address.
[CUSTOMER][NEUTRAL] Um, my email address is [PII], and I don't know if they have the same address or not, but um I'm in [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, sir. That's the address we have on file.
[AGENT][NEUTRAL] And yes, I'm showing that you have a medical and a dental policy. I'm showing that, let's see, under your medical policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like to verify your son's name and date of birth to make sure his information is correct?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII] I'm yeah, [PII].
[AGENT][NEUTRAL] OK. Yes, sir. He's on the policy.
[AGENT][NEUTRAL] And is there a particular
[CUSTOMER][NEUTRAL] OK, and if I
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I'm sorry. No, go ahead. I'm sorry. What was that?
[AGENT][NEUTRAL] Is there a particular benefit that you would like to verify under your medical policy?
[CUSTOMER][NEUTRAL] Um, well, I was just trying to see, um, he's, he's feeling bad right now and, um, I don't know if it's a, I don't know if it's a stomach bug or what, but, um, and he just wanted to go to a doctor and I just wanted to see what I had to pay out of pocket to take him for like the minor med.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Is that like urgent care or outpatient?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's like an urgent care.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment. Let me see if that coverage is listed. One moment. Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. For urgent care facilities or, yeah, urgent care facilities, we'll cover up to $75 per visit and um you get 6 visits per calendar year. So we'll cover up to $75 and the remaining balance will be your responsibility. Now, if you took him to the ER we'll cover up to $350 for the ER visit and um you get two of those visits per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][POSITIVE] Alrighty, I appreciate you man.
[AGENT][NEUTRAL] OK, is there any
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] What, what
[CUSTOMER][NEUTRAL] No ma'am, so when I get I can just give them this um policy number that's on my dental card because I don't have a medical card.
[AGENT][NEUTRAL] Um, yes, sir. Give them the policy number on the dental card and our phone number so they can call to verify benefits. And we'll just pull up, um, yeah, when your dental policy come up, actually, all of your policies come up, so, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, that's fine alright I appreciate it.
[AGENT][POSITIVE] OK. Well, I thank you, [PII], for calling APL. You have a great rest of your day.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Alright, you too.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Bye.