AccountId: 011433970860
ContactId: 57b02ae3-e468-43fb-bff0-4347771f6345
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198899 ms
Total Talk Time (AGENT): 56677 ms
Total Talk Time (CUSTOMER): 92704 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/57b02ae3-e468-43fb-bff0-4347771f6345_20250506T16:22_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I have, uh, I, I sometimes, you know, when I use the gap, the one I have, sometimes it works, sometimes it's not. Now they send me a bill, but I wanna know if it's gonna cover all my copay.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] How can
[CUSTOMER][NEUTRAL] Yes, I do have my policy policy number. It is a policy group number. It's
[CUSTOMER][NEUTRAL] Uh, policy, policy, policy, hold on, hospital current vision which I'm sorry, which number they they have a have a group number or
[AGENT][NEUTRAL] Uh, policy certificate.
[CUSTOMER][NEUTRAL] Oh, policy certificate, hospital policy certificate. Where is that policy certificate? He's certificate number is 02267765 ML 7.
[CUSTOMER][NEUTRAL] And there is another one outpatient.
[CUSTOMER][NEUTRAL] It's ML 8.
[AGENT][NEUTRAL] OK. And then can you verify your name and your date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. And Mr. [PII], do you have a good callback number in case we are disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII] my cell phone number.
[AGENT][NEUTRAL] OK, thank you. And then lastly, what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, it looks like that number you gave me is an old policy number. I've got a new policy number. Um, do you have a new card? I can get that sent to you if you don't.
[CUSTOMER][POSITIVE] Yes, please you can send me a new one.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you want me to email it to you?
[CUSTOMER][POSITIVE] Uh, if you can send me the physical one so at least you know I can, and if you email it to me it would be perfect too. Email it and I I like to have the physical one.
[AGENT][NEUTRAL] Yes, we can send it through email and physical um what's your email address so we don't have one on file.
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] It that's the gap it's supposed to be my deductible, you know.
[AGENT][NEUTRAL] OK, um, so when I send you this email, it'll have your new card number. You'll want to call your, whoever you're getting a bill from and provide that to them because we don't have any claims on file. We haven't received anything from any doctors or providers.
[CUSTOMER][POSITIVE] Oh OK all right so I'll give it to him now. I appreciate it thanks a lot.
[AGENT][POSITIVE] OK, I'll get that emailed over. Thank you so much. Thanks for calling APL.
[CUSTOMER][POSITIVE] Take care bye bye.
[AGENT][NEUTRAL] Right