AccountId: 011433970860
ContactId: 5ac549cf-dc63-44a1-80b5-11d91cf50833
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257040 ms
Total Talk Time (AGENT): 107512 ms
Total Talk Time (CUSTOMER): 131354 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/5ac549cf-dc63-44a1-80b5-11d91cf50833_20250310T15:12_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, I have the, I'm calling for two reasons, um, I wanted to find out if the insurance cards, uh, have a like a card for the dependent or is it just goes by my name because I have my daughter and I was trying to.
[AGENT][NEUTRAL] It's just one card, yes, ma'am.
[CUSTOMER][NEUTRAL] It's one car but it won't show the dependent's name.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK, so I can use mine to provide them with that.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, so, and then my next question, um, what is the availability for, is it 1000 per individual or 1000 for both?
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Oh my [PII], yeah, sorry, [PII].
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK. And do you have your policy number?
[CUSTOMER][NEUTRAL] 184-580-8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. And what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And can I verify your uh date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hold on just a moment.
[CUSTOMER][NEUTRAL] And then you wanted my email correct?
[AGENT][NEUTRAL] Yes, ma'am. Hold on just a moment. My computer.
[AGENT][POSITIVE] I'm sorry about that.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, yes, ma'am. Your email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's not the email that we have.
[CUSTOMER][NEUTRAL] I'm [PII].
[AGENT][NEUTRAL] Um, it's a different one.
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, OK, alright, work one.
[AGENT][NEUTRAL] And you said your address was [PII]? OK. I wanted to make sure my computer wasn't moving fast enough.
[CUSTOMER][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you, Ms. [PII], and you had a question about the policy?
[CUSTOMER][NEUTRAL] Yes, um, is it 1000 for each individual or 1000 for both of us annually?
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. It is 1000.
[AGENT][NEUTRAL] Per individual per outpatient and any benefits given over the phone is not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, I understand.
[AGENT][NEUTRAL] The, uh, outpatient is $1000 per calendar year per person and inpatient is $2000.
[CUSTOMER][NEUTRAL] OK, so for outpatient because she needs to get an MRI, um, so she, she'll 11,000 and any coverage, any, any billings for [PII], or they're both available?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It would be 1000.
[AGENT][NEUTRAL] Um, let me check and see.
[CUSTOMER][NEUTRAL] Well she hasn't been so I know it should be available. I'm just triple checking.
[AGENT][POSITIVE] It should be available, yes, yeah, it's available for both um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It coordinates with the primary insurance, whatever the primary applies to her deductible, co-pay or co-insurance. We pick up to that $1000.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Alrighty, OK.
[CUSTOMER][POSITIVE] That's very helpful to have God.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, alright, that covers it so I can just provide them with my card.
[CUSTOMER][NEUTRAL] With you know that they, it has my my name on it but not hers, but it the the coverage and the group and the policy number and all that should pick up her name when they look into it.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Right, it, it's the same. Uh-huh.
[CUSTOMER][POSITIVE] All right, thank you so much for your time.
[AGENT][POSITIVE] Thank you, Ms. [PII] for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.