AccountId: 011433970860
ContactId: 646e24d9-f4d6-4764-b059-0f1a103c72a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 312760 ms
Total Talk Time (AGENT): 95559 ms
Total Talk Time (CUSTOMER): 159625 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/646e24d9-f4d6-4764-b059-0f1a103c72a2_20250225T18:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with the care team. How you doing?
[AGENT][NEUTRAL] I'm doing fine, [PII] how are you?
[CUSTOMER][POSITIVE] Hey, I'm doing so great. I am calling because I have a broker requesting um information for the just in the policy, and I was wondering, I just used one of the insured's policies to screenshot, but I was wondering if maybe I needed.
[CUSTOMER][NEUTRAL] Direction on how to access or if it's on there I can't find the master policy cert because I was gonna just send the group master policy cert to the broker but.
[AGENT][NEUTRAL] Yeah, um, typically we don't wanna send out an insured's policy.
[CUSTOMER][NEUTRAL] I just screenshotted like the benefit section where it says so I didn't send the whole policy just so it's nothing in particular to the insured.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, but I can also not do that. They just wanna know about physical therapy, um, benefits.
[AGENT][NEUTRAL] So the master er is found in Onase.
[CUSTOMER][NEUTRAL] OK, so I looked in on-base and I don't see anything. I do see like a lot of claims. I see some correspondence and some billing, but I'm not showing.
[AGENT][NEUTRAL] What is this for Ali.
[CUSTOMER][NEUTRAL] Um, it's for group number.
[CUSTOMER][NEUTRAL] Let me scroll down again. I'm sorry.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] 25037.
[CUSTOMER][NEUTRAL] And I just wondered maybe I was like looking in the wrong spot to find it um.
[AGENT][NEUTRAL] Give me a second, let me see.
[AGENT][NEUTRAL] I didn't have my on base open so give me just a minute to pull that up.
[CUSTOMER][POSITIVE] Oh, no worries.
[AGENT][POSITIVE] Goodness, I didn't realize I'm working off of my laptop only right now and I have a ton of stuff open.
[CUSTOMER][NEUTRAL] I don't know if I could. I've thought about that like the freedom of like working from a coffee shop, but I don't know if I could go down to one screen.
[AGENT][NEUTRAL] I am, so I work from [PII] for about a month. Um, I go out.
[AGENT][NEUTRAL] And stay with my mom to make several appointment of her doctor's appointments. And um
[AGENT][NEUTRAL] I have an attachment to the back of my laptop, so I've got 2 screens like.
[CUSTOMER][POSITIVE] Oh, that's nifty.
[AGENT][NEGATIVE] And I just got a new laptop and I had to take my screen off so I haven't gotten back there.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, so I see a master policy from 1111 21.
[CUSTOMER][NEUTRAL] OK, so do you go to custom queries and then APL group number and then enter the group number in or are you finding that documents a different way?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, that's how I found it, but if you had filtered something down, it's not going, you have to make sure you clear all your filters.
[CUSTOMER][NEUTRAL] 7 OK so.
[CUSTOMER][NEUTRAL] I have no blanks. Oh, it says year to date, well, no, that's.
[CUSTOMER][NEUTRAL] Just [PII] that might be why um is there like a.
[CUSTOMER][NEUTRAL] No blanks.
[CUSTOMER][NEUTRAL] Yes, OK, and then it's gonna be under master policy, so what I did is I accidentally had the year to date set on my filter.
[AGENT][NEUTRAL] Yeah, a lot of times if I'm not pulling stuff up I have to look over and darn I need to clear that filter.
[CUSTOMER][NEUTRAL] OK perfect well then I definitely was doing something wrong and I feel so silly but I really appreciate you just taking the time to give me some direction.
[AGENT][POSITIVE] Oh, not a problem.
[CUSTOMER][POSITIVE] I will screenshot it from the master policy then and I'll feel better about doing that thank you so much.
[AGENT][NEUTRAL] Um, you can actually send him if, if it's the broker requesting it and that's the agent of record on file, you can send it to him.
[CUSTOMER][POSITIVE] OK then I will download it. I'm gonna double.
[AGENT][POSITIVE] It's not gonna hurt.
[CUSTOMER][NEUTRAL] Triple check. Sorry, I've sat on this email for a hot minute. Um, I really tried to find every resource before I reached out um so I double and triple check because I've gone through a couple of emails since I've started the draft and as long as it's good I'll send it.
[AGENT][POSITIVE] OK, alright, sounds good [PII] if you need anything else just give me a call OK?
[CUSTOMER][POSITIVE] You're the best. I really appreciate you. I hope you have fun in [PII], um, and I, I hope you get back to your second screen pretty quick.
[AGENT][POSITIVE] Oh, thank you.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Take care. Bye-bye.
[AGENT][NEUTRAL] Bye.