AccountId: 011433970860
ContactId: 50851007-acc6-4461-88ff-0253a093f467
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 632099 ms
Total Talk Time (AGENT): 186502 ms
Total Talk Time (CUSTOMER): 186854 ms
Interruptions: 5
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/50851007-acc6-4461-88ff-0253a093f467_20250409T17:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm, I'm trying to find out what providers, uh, for dermatologists are covered under my insurance plan.
[AGENT][POSITIVE] Yes, I can help you with that today. Do you have the policy number?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Which
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 894.
[CUSTOMER][NEUTRAL] 30 ML 7 ML 7
[AGENT][NEUTRAL] OK, let's see here.
[AGENT][NEUTRAL] OK, and then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] Uh, this 1, uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then what is your first and last name and your date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And then the mailing address we have on file and your email?
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII] and then my email is [PII].
[AGENT][NEUTRAL] OK. Would we happen to have an old email address or sorry, an old address on file?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No. what state or?
[CUSTOMER][NEGATIVE] I did get a phone call from, oh no, it wasn't, uh, [PII], no, uh, fuck.
[CUSTOMER][NEUTRAL] Was it the [PII]?
[AGENT][NEUTRAL] No
[CUSTOMER][NEGATIVE] Yeah, I need to change that because I don't live there no more.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] [PII] like [PII] or something.
[AGENT][NEUTRAL] Uh, what state do you live in?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] [PII], OK, sorry, I just have to verify all of this information and make sure it's you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so it is a [PII] address.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] [PII], oh, sorry.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] The addresses that you gave me are not correct.
[CUSTOMER][NEUTRAL] you.
[CUSTOMER][NEGATIVE] Not even the [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, I don't know what I, I just got this insurance through my, through my, um, company, so they, it should be my most current address.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, your first and last name and your date of birth are correct, so.
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's this at [PII].
[AGENT][NEUTRAL] No, I wonder, hold on, let me check something really quick.
[CUSTOMER][NEUTRAL] It's weird. Those are the only addresses I've ever lived at.
[AGENT][NEGATIVE] Yeah, that is really odd.
[CUSTOMER][NEUTRAL] It's not [PII], right?
[AGENT][NEUTRAL] No, it's not that one either.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Jesus Christ. What did they put?
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] What do you do
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, let's verify your social security number if you don't mind.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, of course. I was just about to ask you, is there any other way we could verify it's me besides my address because what you guys have clearly isn't right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, that is correct.
[AGENT][NEUTRAL] OK, what's.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Everything you're telling me is correct. Let's update your address.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The address please.
[AGENT][NEUTRAL] Yes, that way we don't have this problem. OK, all right, what is your current address?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is there any way I can ask you what that? Yeah, my current address is [PII].
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] [PII], yep.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so we have [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]. That's my grandmother's house. OK, that makes sense.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Sorry, that was the one address I wasn't thinking I put down. So sorry about that.
[AGENT][NEUTRAL] Uh, no, it's OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. So that has been updated. And you just wanted to see if your dermatologist appointment would be covered?
[CUSTOMER][NEUTRAL] Uh, yeah, or what providers through my insurance I can go through.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Like if I can get emailed or texted a list of the providers covered, that'd be awesome.
[AGENT][NEUTRAL] Yeah, of course.
[AGENT][NEUTRAL] OK, let me just put you on a brief hold while I look deeper into your policy.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Also, do you have
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey, I'm so sorry about that wait. So it looks like for this policy, this is a primary insurance, so we do not have a list of providers for you. Um, you'll have to contact your pri so this is just a supplemental insurance company, so you'll have to contact your primary insurance to ask them if a dermatologist appointment is covered because we do not have a list of providers.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] But they didn't have
[CUSTOMER][POSITIVE] So funny because that's the only.
[CUSTOMER][NEUTRAL] Say again?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] To ask them do[PII].
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Oh I got you, OK.
[AGENT][NEUTRAL] Yes, but you do have a physician office visit benefit under this policy.
[CUSTOMER][NEUTRAL] me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes. So, I would just, when you go into the office, just give them your primary insurance, your main one, and then I'd also give them ours.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because ours is just a secondary.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I got you.
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][POSITIVE] All right, well, I think that should be all. Thank you very much.
[AGENT][POSITIVE] OK, yeah, of course. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] OK, bye.