AccountId: 011433970860
ContactId: 54ba5fc7-b3f6-4211-98d2-8eb93a8701f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261660 ms
Total Talk Time (AGENT): 127043 ms
Total Talk Time (CUSTOMER): 101346 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/54ba5fc7-b3f6-4211-98d2-8eb93a8701f6_20250221T16:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning. How are you doing today?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][NEUTRAL] Um, well, hopefully, well, after if you can help me out with a couple of questions. Um, the reason I'm OK, the reason I'm calling is, um, my HR department at at work gave me this number to call to see, uh, what kind of plan is this benefit that I have.
[AGENT][NEUTRAL] Sure, what's going on?
[AGENT][NEUTRAL] Sure I could take a look at what kind of policies you have with us um what was your name?
[CUSTOMER][NEUTRAL] Uh my name is [PII]. Last name [PII]
[AGENT][POSITIVE] OK, and then [PII] really quick, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] No, I don't have anything at all other than she gave me this. The reason I'm calling is because I'm on FMLA. I just finished my short term disability. I'm still out of work for a couple of more months, so she had told me to call this number and see how I can be helped or if I can be helped.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, no worries, OK, um, let's see, I can start using your social, [PII].
[CUSTOMER][NEUTRAL] OK, what was that?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, what was that? I didn't hear you.
[AGENT][NEUTRAL] Um, I could search for a policy using your social.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][POSITIVE] Sure, no problem.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, I'm really just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it is a Yahoo account.
[CUSTOMER][NEUTRAL] Uh yes ma'am, it's [PII].
[AGENT][NEUTRAL] Alright, thank you so much for verifying that information, [PII]. OK, so you've got one policy with us and it is a secondary medical policy. So in short it's designed to help with uh co-pay, deductible and co-insurance after your major medical pays. But it's uh very dependent on your major medical. You can't use it instead of it. Um, it does have to pay before this policy can help. So any sort of medical bills that you might have had, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] This policy can help with that.
[CUSTOMER][NEUTRAL] OK, so it only covers medical then.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] As far as like how using it how?
[AGENT][NEUTRAL] So you've got inpatient and outpatient.
[AGENT][NEUTRAL] Patient benefits and if you don't have any of the information I know you said you didn't have the policy number I can send that to you um let me see I can email you uh an ID card and a copy of the policy as well just so you could kinda see um what it does and doesn't cover, dollar amounts, frequencies, things like that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, but in short, whenever you go anywhere for medical treatment, uh, I would present them with both of your cards, so whoever you have as your major medical and then this one as well and then just explain that this is your secondary policy, and they should be able to file those claims for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, OK, I appreciate that.
[AGENT][NEUTRAL] Of course, did you want me to send that to this uh Yahoo account we've got for you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yes, please if you could.
[AGENT][NEUTRAL] OK, alrighty, I will get those sent to you. Did you have any other questions for me, [PII]?
[CUSTOMER][POSITIVE] No, that'd be it. I appreciate it very much. You have a wonderful day.
[AGENT][POSITIVE] Of course, yeah, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mhm