AccountId: 011433970860
ContactId: 5b4947f9-4dbd-412c-9c2d-675246d2fa38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215190 ms
Total Talk Time (AGENT): 81107 ms
Total Talk Time (CUSTOMER): 105852 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/5b4947f9-4dbd-412c-9c2d-675246d2fa38_20250219T19:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], good afternoon to you. Um, my name is [PII].
[CUSTOMER][NEUTRAL] And I'm on my wife's policy with the
[CUSTOMER][NEUTRAL] The Blue Cross, um, Blue Shield network that they have.
[CUSTOMER][NEUTRAL] And I got a card here about y'all.
[CUSTOMER][NEUTRAL] Uh, y'all are a demo provider. Uh, I, I can give you some numbers. You need, you need a payer ID or ID number or some kind of something.
[AGENT][POSITIVE] If you have a policy number, that would be great.
[CUSTOMER][NEUTRAL] Uh, policy.
[CUSTOMER][NEUTRAL] Uh, slash certification number I guess. Yes, ma'am, it's uh 0202588698.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alright thank you so much let me take a look here.
[CUSTOMER][POSITIVE] Sure, yeah, sure. I'm glad I had something that would help.
[AGENT][NEUTRAL] Take a look here.
[AGENT][NEUTRAL] Alright, and then for security reasons if I can get please [PII], your date of birth and the address we would have on file for you and [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am. Date of birth is [PII].
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][NEUTRAL] Thank you so much. um, and then the email on file is it looks like [PII] last name [PII]. Do you know if that's still a good email for her?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Yeah, it is, it certainly is. Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Great, alright, so, um, it looks like [PII], what you guys have with us is actually a secondary policy, so this is going to cover, uh, the deductible and copay from the primary. We do offer uh dental, but you guys don't have any dental with us. You just have this secondary plan.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so there's no dental, uh, coverage whatsoever with what we got.
[AGENT][NEUTRAL] Not under this, no. Now, um,
[AGENT][NEGATIVE] I don't know, you know, if it's being where wherever you're getting it from if they offer dental through a different, you know, company maybe, but you guys don't have anything with us, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Uh, well, when they switch, I had, I needed some, I need some dental work.
[CUSTOMER][POSITIVE] And uh when my wife and then just switched insurance recently, and she gave me the uh South Carolina Blue Cross uh Preferred Blue Network uh card, and then she gave me an APL card too. It's got a name, you know, with coverage employee and spouse and uh policy number and all that good stuff.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I just didn't know uh exactly what was offered, uh, what it was all about, and I just wanted to call because there was somebody couldn't stay a little light on that, you know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, yeah, yeah, this is just the, it looks like uh [PII] the secondary that you guys have.
[CUSTOMER][POSITIVE] OK, well, that's why I, I appreciate your help and I hope you have a good day. OK, thanks so much.
[AGENT][NEUTRAL] You too bye bye.