AccountId: 011433970860
ContactId: 5fd5287e-0981-43bd-8bea-5e766d5a06a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203929 ms
Total Talk Time (AGENT): 91249 ms
Total Talk Time (CUSTOMER): 93245 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/5fd5287e-0981-43bd-8bea-5e766d5a06a0_20250227T19:49_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Good afternoon, [PII]. How are you today?
[AGENT][POSITIVE] I'm doing well, thank you for asking. How are you?
[CUSTOMER][NEUTRAL] I'm doing fine thank you [PII]. Let me uh just to uh find my record what do you need my social.
[AGENT][NEUTRAL] That would be fine. I can look up your policy by your social if you're ready.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, yes, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your name please, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. And can you verify your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Alright thank you and what is a good call back number in case we get disconnected I can get right back to you.
[AGENT][NEUTRAL] This
[CUSTOMER][NEUTRAL] Of course. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Mr. [PII], I do have a Hotmail on file for you. Can we go ahead and verify that email address?
[CUSTOMER][POSITIVE] Yes, yes
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you. And it would be my pleasure to assist you. How can I help you today?
[CUSTOMER][NEUTRAL] [PII], I just wanna make sure that my account is in order. uh, I'm again just to verify that you are receiving my payment, my employer is deducting it from my paycheck, but, uh, I'm not sure if it's, uh, if your record shows, uh, the same.
[AGENT][NEUTRAL] Yes, sir, Mr. [PII], I can help you with that. I am showing that your policy is active.
[CUSTOMER][POSITIVE] OK, and you have no issues, everything is in order.
[AGENT][NEUTRAL] Yes, sir. It looks like everything is in order. Do you have a copy of your APL card?
[CUSTOMER][POSITIVE] Yes I do.
[AGENT][NEUTRAL] OK, good. So are you on the at the bottom of the card you should see an inpatient hospital benefit certificate number and an outpatient benefit certificate number. That is your policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And always show your APL card with your primary insurance card.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Thank you very much. Uh, yeah, OK, excellent.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][POSITIVE] No, [PII], you have been great. I really appreciate your help.
[AGENT][POSITIVE] It's been my pleasure and don't forget to show your APL card when you go for medical services with the um show them, tell them it's your secondary policy to your primary insurance.
[CUSTOMER][POSITIVE] Excellent.
[CUSTOMER][POSITIVE] Have a wonderful rest of your day, [PII] bye bye.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] I hope you do too, Mr. [PII]. It's been a pleasure to assist you and don't hesitate to call us if we can be of further assistance, OK?
[CUSTOMER][POSITIVE] Thank you and blessings to you.
[AGENT][POSITIVE] Mm blessing to you too. Thank you. Mhm. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.