AccountId: 011433970860
ContactId: 60b51ca4-8eca-4b84-b968-e2614a9b1194
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 880659 ms
Total Talk Time (AGENT): 149052 ms
Total Talk Time (CUSTOMER): 162704 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=-2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/60b51ca4-8eca-4b84-b968-e2614a9b1194_20250321T13:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I was calling to see if y'all can, well, I got a couple of questions, but for one, if y'all can email me another copy of my um.
[CUSTOMER][NEUTRAL] Insurance card, um, I guess one for the medical and I think one for the.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mental and vision one.
[AGENT][NEUTRAL] OK, we can probably do dental or medical. If we have medical vision, we don't have vision.
[CUSTOMER][NEUTRAL] You don't have vision, OK, so we're medical and denical, OK.
[AGENT][NEUTRAL] Um, but I.
[AGENT][NEUTRAL] OK. And um may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] My name is [PII], um, number [PII].
[AGENT][NEUTRAL] OK, and may I have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, I, can I give you my social maybe to get into it cause I don't have the card.
[AGENT][NEUTRAL] OK, bear with me.
[CUSTOMER][NEGATIVE] Um, cause I, they were supposed to send me another one, but I never got it.
[AGENT][NEUTRAL] OK, give me just a minute. Let me go ahead and pull another system that I can use the social.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. For security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] [PII] [PII] and um you said email?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, we have your medical and your dental. So I can um check and see.
[AGENT][NEUTRAL] OK um do you mind holding for me while I send this email right now?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding. Excuse me, thank you for holding. OK, you wanna check and see if you received that email that I just sent?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] It's not showing anything.
[CUSTOMER][NEGATIVE] No, I haven't received no email.
[CUSTOMER][NEUTRAL] Oh, you ain't leaving it in the back.
[AGENT][NEUTRAL] Do you wanna go ahead and refresh?
[CUSTOMER][NEUTRAL] Why are you in?
[CUSTOMER][NEUTRAL] OK, hold on, something just came in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] OK, sorry.
[AGENT][NEUTRAL] And you say more correctly?
[CUSTOMER][NEUTRAL] OK, and I do go ahead.
[AGENT][NEUTRAL] You say you have more questions? Go ahead.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] I do, um, so I've been filing my insurance and uh apparently it's not taking anything, so I mean what am I getting covered?
[CUSTOMER][NEGATIVE] For, I mean, cause I'm paying like $69.70 dollars every week at my check and nothing is being.
[CUSTOMER][NEUTRAL] Covered.
[AGENT][NEUTRAL] OK. Well, when you say nothing is being covered, you're talking about medical or dental or vision or which one?
[CUSTOMER][NEUTRAL] Medical, I haven't even tried going to the dentist because like I said, that I came to urgent care and I got a.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, CAT scans and I also got some other, you know, things and wasn't nothing covered.
[CUSTOMER][NEGATIVE] Still got almost a $3000 bill.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can check and see what are your benefits. You, you do have a limited policy, um, so it does pay a limited amount, but let me go ahead and check and see how much we cover. One moment.
[CUSTOMER][POSITIVE] It's a pleasure.
[CUSTOMER][NEUTRAL] Ask him for a blanket if because.
[CUSTOMER][NEUTRAL] You want a blanket.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] It's gonna be one minute. I'm waiting on the documents to pull up with your benefits, OK, one moment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so it looks like for an urgent care, and this is not a guarantee of payment, just a verification of coverage and that's a disclaimer. Um, it looks that urgent care facility is covered at $50 per day, maximum of 4 days.
[CUSTOMER][NEUTRAL] Can you get a blanket too, please? I'm sorry, I'm up here at the doctor now for my son. Say that again, sorry.
[AGENT][NEUTRAL] OK, it looks like we cover $50.
[AGENT][NEUTRAL] For the urgent care.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] Yeah, that's all that is covered for an urgent care. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, OK. Um.
[CUSTOMER][NEGATIVE] So what about with, cause I got my kids on there too. So what about my son needs therapy, so physical therapy. That's not gonna be covered on anything neither?
[AGENT][NEUTRAL] Um, yeah, you do have physical therapy, but again, this is a limited policy, so it does pay a limited amount. Um, for physical, speech or occupational therapy, we cover $30 per day, maximum of 4 days.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, I'm gonna have to get off of this one. OK, thank you. Uh, well, that's it. I just needed my card so I can.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I guess have them.
[AGENT][NEUTRAL] Yeah, and if you wanna check and see your benefits or review your documents, you can always go through our website. I did send you a link that you can click on it and create your account so you can view your benefits and go over them, OK?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] OK, that'd be fine thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] OK, you're welcome and thank you for calling ATO. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.