AccountId: 011433970860
ContactId: 522ab84c-36b2-4681-bdd0-a4fc1e24ba7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245820 ms
Total Talk Time (AGENT): 99402 ms
Total Talk Time (CUSTOMER): 84259 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/522ab84c-36b2-4681-bdd0-a4fc1e24ba7e_20250610T13:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, I'm a new associate, and, uh, I want to know like when I get ready to use my uh policy what I just go in and, uh.
[CUSTOMER][NEUTRAL] Go ahead and use it, or, or.
[CUSTOMER][NEUTRAL] How, how do I go about it?
[AGENT][NEUTRAL] You want me to see like if it's active for you?
[CUSTOMER][NEUTRAL] Yeah, yeah, because I gotta use the Thursday and uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Go ahead. You said you got to use it Thursday and.
[CUSTOMER][NEUTRAL] Yeah, I got a doctor appointment and I wanna know, do I have a copay or or what?
[AGENT][NEUTRAL] OK, I can look at your policy with you and go over it with you, so you're ready for Thursday. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII] and uh contact number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the policy number on the card?
[CUSTOMER][NEUTRAL] 0266342441.
[AGENT][NEUTRAL] Alright, was that 026634241 or just 16?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 026342
[CUSTOMER][NEUTRAL] 441.
[AGENT][NEUTRAL] Thank you for that. And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] There's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and the mailing and email address on file?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII] I think that's it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And just your home address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So yes, your policy is active. Um, there is no co-pay for our policies. You'll just give them your this, this policy number that you gave me was for your dental. It's a dentist appointment or a doctor's appointment.
[CUSTOMER][NEUTRAL] Uh, a doctor's appointment.
[AGENT][NEUTRAL] OK, let me go to your medical.
[CUSTOMER][NEUTRAL] Well it's supposed to be another car.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Did you receive another card?
[CUSTOMER][NEUTRAL] 00, OK.
[CUSTOMER][NEUTRAL] I think I have, but I'm, I'm at work right now and I have to check that when I get home.
[AGENT][POSITIVE] Oh, OK, OK. Well, there's no problem. I can pull it up here.
[AGENT][NEUTRAL] So, let me see.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] So there's no co-pay that you have to pay. You'll just present your ID card and let them know um on the back of the card is our phone number. If they need to verify any benefits, they can give us a call and we'll go over it with them. But for the doctor's office, the policy will pay up to $50 per visit 4 times per calendar year.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] OK, I, I double check to see what I had before I get there.
[AGENT][NEUTRAL] Yes, sir, definitely if they give, if they have any questions or anything, just have them, just tell them to call your insurance.
[CUSTOMER][NEUTRAL] Well, OK then I'll do that.
[AGENT][NEUTRAL] All right. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] OK then.
[CUSTOMER][NEUTRAL] No, that's gonna do it for right now.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] OK then thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.