AccountId: 011433970860
ContactId: 5d6d7af9-6211-4075-aeef-5119c2dccedd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 733479 ms
Total Talk Time (AGENT): 269838 ms
Total Talk Time (CUSTOMER): 233957 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/5d6d7af9-6211-4075-aeef-5119c2dccedd_20250122T18:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, how are you today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm, I'm fair, thank you. But first off, I was wondering if I get a copy of my uh.
[CUSTOMER][NEUTRAL] My, uh, uh, ID card?
[AGENT][NEUTRAL] OK, let me get your name.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Let me get [PII], do you have your policy number, [PII]?
[CUSTOMER][NEUTRAL] I do
[AGENT][NEUTRAL] Because you don't have the card, you may not have it.
[CUSTOMER][NEUTRAL] Right. Is that, I got something.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it's not too much of Omaha. Let me see. No, I don't. I got sparse info here. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Spell spell your last name. I get searched by your name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's a good phone number, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's your date of birth and your complete mailing address?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] And your email address on file?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, I got that [PII]. What was before that?
[CUSTOMER][NEUTRAL] Oh, just my name, [PII].
[AGENT][NEUTRAL] OK, got it. You cut out a little bit and I missed it. That's OK. One moment.
[CUSTOMER][POSITIVE] Thank you. Yeah, I'm sorry, my bad. I was moved around.
[AGENT][NEUTRAL] And do you want the ID card emailed to the [PII] address?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, give me 1 2nd, I'll do that for you now.
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Alright, I just emailed that over to you, [PII].
[CUSTOMER][POSITIVE] Oh thank you.
[AGENT][NEUTRAL] Oh you're welcome. And do you have any other questions?
[CUSTOMER][NEUTRAL] Can you give me a brief summary of what I, I guess I signed up for what the yeah, the premium package or what? Yes, ma'am.
[AGENT][NEUTRAL] Your benefits?
[AGENT][NEUTRAL] Of your benefits?
[AGENT][NEUTRAL] So under your policy, let's see, you have a hospital benefit, so if you were admitted to a hospital.
[AGENT][NEUTRAL] Um, you have a.
[AGENT][NEUTRAL] Hospital admission benefit?
[AGENT][NEUTRAL] And then there is a benefit, uh, confinement benefit which you receive a certain dollar amount each day you're there, uh, not to exceed 30 calendar days in one period of confinement. Uh, there is an intensive care benefit.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, a rehabilitation benefit, and I believe if you had like an inpatient surgery and you went straight to rehab.
[AGENT][NEUTRAL] That would be covered, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There is a surgical benefit, uh, if you had it like in a facility setting and then a surgical benefit if you had it like in a uh specialist physician's office. Um, I'm showing an emer emergency room visit. Uh, there, I mean, benefit, there's an urgent care benefit. Um, if
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So this copay I need though.
[AGENT][NEUTRAL] I'm sorry, what was that, [PII]?
[CUSTOMER][NEUTRAL] Is there a copay with these?
[AGENT][NEUTRAL] Well, your policy will pay up to a certain dollar amount. So for instance for the emergency room and your urgent care visit and your office visits, um, this policy will pay up to $50 for the, for the visit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's the maximum per visit. Um, and then there's a physical therapy benefit under here. You have a diagnostic testing benefit, and it covers certain diagnostic tests. Then there is also a diagnostic testing follow-up benefit. Um, there is an outpatient prescription drug benefit under here, uh, ambulance benefit whether ground or air.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then uh
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Yeah, um, let's see.
[CUSTOMER][NEUTRAL] No, OK, yeah, OK, sounds good I guess I checked the right box.
[AGENT][POSITIVE] Yeah, yes. Yeah, pretty, pretty rich policy.
[CUSTOMER][NEUTRAL] OK, cool. Now, another question, how do I go about finding a primary care doctor?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] The PPO.
[CUSTOMER][NEUTRAL] Is there a network or something like that stay in?
[AGENT][NEUTRAL] Mhm. The PPO of contracted net providers is through multiplan for your medical plan, which is what we're going over. Um, we do not have a list of those providers, [PII], but I can give you the phone number and the website to multi-plan.
[AGENT][NEUTRAL] And they can assist you with locating a doctor that's within your area.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you, yeah, OK, thank you.
[AGENT][NEUTRAL] And actually actually that information is on the ID card that I emailed to you.
[CUSTOMER][POSITIVE] OK, cool, cool, OK, we'll cover some basics then, cool, cool, thank you.
[AGENT][NEUTRAL] Let me make sure it's it I think it's on the back. Let me take a quick peek at it.
[CUSTOMER][POSITIVE] All right. Yeah, OK, cool.
[AGENT][NEUTRAL] No, it's on the front to locate a provider, it gives you their website and their phone number, and can you confirm that you did receive the email that's coming from [PII]?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, give me one second please.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm trying to find the email.
[CUSTOMER][NEUTRAL] Right there at the top where it says 10 and red click that.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] The mailbox is pretty full but.
[CUSTOMER][NEUTRAL] I don't see anything new.
[CUSTOMER][NEUTRAL] Oh, maybe.
[CUSTOMER][NEUTRAL] She still remember you still there?
[AGENT][NEUTRAL] Yes, I am. No rush.
[CUSTOMER][NEUTRAL] I'm like just like.
[CUSTOMER][NEUTRAL] You don't have anything message that through phone number text.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] We're not. I'm not finding it. I think my my mailbox is full. Can you, can you send that through text, the ID card?
[AGENT][NEUTRAL] Uh, not through checks.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] OK, OK, OK, we're just having some technical issues right now.
[AGENT][NEUTRAL] And I would allow some more time though for it to to to to transmit though.
[CUSTOMER][NEUTRAL] I'm sure it's there.
[AGENT][NEUTRAL] The email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's coming from [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm sure it's there. We're just having some technic, some tech problems.
[AGENT][NEUTRAL] Does it say that your storage is full? or?
[CUSTOMER][NEUTRAL] Yeah, only Gmail says it's super full.
[CUSTOMER][NEUTRAL] Yeah, yeah, might be OK, I'm sure it's there. I'm sure it's there, ma'am, because they'll they're weird. They're shipped over to Gmail or something now. I don't know, it might be Gmail from [PII] oh no.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you want me to send, send it to a different email?
[CUSTOMER][NEUTRAL] I'm sure it's there.
[CUSTOMER][NEUTRAL] Did you see my uh Gmail address in there?
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] The [PII] yeah yeah that one. But the one you sent it to was [PII].
[AGENT][NEUTRAL] Uh, it's, I believe it's the, um, [PII].
[CUSTOMER][NEGATIVE] Do what the [PII], but they're connected now for some reason they mesh together.
[CUSTOMER][NEUTRAL] Give it, give it a Gmail account.
[CUSTOMER][NEUTRAL] No it's just [PII]. Yeah.
[AGENT][NEUTRAL] And let me, let me, let me make sure, let me double check the email address that I sent it to.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][POSITIVE] Alright thank you ma'am.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] There's no [PII]. There's no [PII] between [PII].
[AGENT][NEUTRAL] There isn't?
[CUSTOMER][NEUTRAL] No, I haven't.
[CUSTOMER][NEUTRAL] It's [PII] Yeah, no, no period. It was. OK.
[AGENT][NEUTRAL] OK, let me try it without the period between [PII], the first and last name.
[CUSTOMER][NEUTRAL] It might be [PII] because they're they're like meshed together now for some reason.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I, I, I sent, I sent it to [PII].
[CUSTOMER][POSITIVE] OK, thank you. I, I'm sure we'll get it. Well, I'm sure we'll find it.
[AGENT][NEUTRAL] And that first one did come back as undeliverable. So I want to hold the line to make sure you receive it under the second one because the first one came back as undeliverable, which makes sense if, if your wife said that it, there was no dot in, in there.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I'm just a friend.
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][POSITIVE] That's all right.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] They keep refreshing and it's not. What does she want?
[CUSTOMER][NEUTRAL] Oh, she just wants to make sure it comes through.
[AGENT][NEUTRAL] And it's up to you all. You could disconnect if you would like.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It might, like I said, it, it might have went to Gmail. OK, we'll get back to you. What was your name again, ma'am?
[AGENT][NEUTRAL] It's [PII]. Anyone in the care, anyone in the care team can help.
[CUSTOMER][NEUTRAL] So with your
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, let me do some leg work here thank you.
[AGENT][POSITIVE] All righty, and thank you for calling APL. Have a good day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you [PII]. OK, awesome.