AccountId: 011433970860
ContactId: 686c3693-a848-49df-8955-59991e74fcbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176369 ms
Total Talk Time (AGENT): 45188 ms
Total Talk Time (CUSTOMER): 126969 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/686c3693-a848-49df-8955-59991e74fcbd_20250506T21:19_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][NEUTRAL] Yeah, hi, [PII]. This is [PII]. I have a question regarding, um, I'm putting in a claim for last, uh, November, um, for, for uh hospital uh operation that I had, and they had asked me the type of additional coverage, and they gave me a health insurance or a liability insurance, and I was just wondering
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, isn't it, is it, would, wouldn't that be a health insurance?
[CUSTOMER][NEUTRAL] Or what are, what do you, what is a, uh, APL? Is it uh a liability insurance?
[AGENT][NEUTRAL] Well, it depends. Let me see what type of policy you have, but um it it sounds like it's medical, um, but I can definitely let you know. Um, Mr. [PII], may I have a good contact number in case we're disconnected and then your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Yeah, no problem. So the, the number is [PII].
[CUSTOMER][NEUTRAL] And the um what was it, the policy number was um 2304297.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome, and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Address is [PII], and the email address is [PII].
[AGENT][NEUTRAL] Thank you for that. And so yes, this is your secondary um medical insurance, so we're 2nd to Cigna.
[AGENT][NEUTRAL] So, um, whenever you present your
[CUSTOMER][NEUTRAL] OK, so it's, so when they, when they said because they just gave me two options, health insurance or liability insurance. So that would be health insurance, correct?
[AGENT][NEUTRAL] Health. Mhm, yes, sir.
[CUSTOMER][NEUTRAL] Yeah, OK, OK, yeah, because I, that's what I said, and I go like I go, but then, then again, I just wasn't 100% sure, so I wanted to call you back, um, and to make sure that they had the information because this has been going on since, uh, uh, March, and finally they're, I, I, I believe they're going to be reaching out to you soon so, but, um, yeah, they haven't been able to, to get, get it right and so this is the first time.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You know we've gotten this far so.
[CUSTOMER][POSITIVE] Uh, and uh thank you very much. That was the only question I had and.
[AGENT][POSITIVE] Well, you're very welcome.
[CUSTOMER][POSITIVE] You have a wonderful rest of your evening, OK?
[AGENT][POSITIVE] Thank you. You too and thanks for calling APL.
[CUSTOMER][POSITIVE] Thanks talk to you later bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye bye.