AccountId: 011433970860
ContactId: 6dee8549-a6fe-48e4-a76f-5add34c16f8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 784219 ms
Total Talk Time (AGENT): 198861 ms
Total Talk Time (CUSTOMER): 178922 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/6dee8549-a6fe-48e4-a76f-5add34c16f8a_20250421T14:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was trying to see is this insurance through Testyle.
[AGENT][NEUTRAL] Uh, no, ma'am. This is just a secondary insurance to major medical.
[CUSTOMER][NEUTRAL] To my medical part of my insurance?
[AGENT][NEUTRAL] Yes, it's just, it's just an add on to major medical depending on your employer.
[CUSTOMER][NEUTRAL] That's what I'm trying to see if it is it through my job. I just received it today in the mail.
[AGENT][NEUTRAL] Yes, it would be through your job, mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yeah, of course. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Now what's the, what's the limit on this insurance? Cause last time it was $750.
[AGENT][NEUTRAL] Um, I'd have to look into your policy. Do you have your policy number on you?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Come from a policy certification number.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mm, yes, ma'am.
[CUSTOMER][NEUTRAL] E E U
[CUSTOMER][NEUTRAL] Where did it go?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] 3989
[AGENT][NEUTRAL] I think you cut out for a minute. What was it again?
[CUSTOMER][NEUTRAL] 0261
[CUSTOMER][NEUTRAL] 3989
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, and then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, perfect. And then I just need to verify a couple pieces of information. Uh, what's your first and last name and your date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you said your policy number was 261-3989?
[CUSTOMER][NEUTRAL] 02613989, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's try to look you up by your first and last name.
[AGENT][NEUTRAL] Um, what is your first name?
[CUSTOMER][NEUTRAL] Oh, you want to pay your ID?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Would you say your birthday was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me see if there's another policy.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Is there someone in your family by chance that has the same name as you?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEGATIVE] No. OK.
[AGENT][NEUTRAL] OK, I'm seeing your name on here, but the date of birth isn't.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] What's the date of birth, sir?
[AGENT][NEUTRAL] It shows [PII].
[CUSTOMER][NEUTRAL] That look like their birthday I saw on the internet and I couldn't correct it. Let me see if I can log into that account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And then I can change it for you in the system too.
[CUSTOMER][NEGATIVE] Let me make sure we talking about the same thing cause I know that they were doing something with our insurance and I, my birthday was wrong. I don't even know what to do do do let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEGATIVE] Cause EMI just got up.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Is this is supposed to be benefits in the car thing?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Yes, it looks like it's through a group.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Mhm. It's benefits in a card.
[CUSTOMER][NEGATIVE] Oh, deal with that. Yeah, so my birth they got, I don't know who put my birthday in there, but it's wrong.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So that's why my insurance got denied. It said my insurance was terminated when I tried to get my medicine after my surgery on Friday.
[AGENT][NEUTRAL] Oh no. OK, let's update your date of birth. I just need to verify the mailing address and uh your email.
[CUSTOMER][NEUTRAL] It's [PII] [PII] and my date of birth [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And your, uh, mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. I know where [PII] is. I used to live near there.
[AGENT][POSITIVE] It's funny.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And your date of birth has been updated to [PII]. Are there any other questions I can help you with today?
[CUSTOMER][NEUTRAL] OK, what, what pharmacy do you all use?
[AGENT][NEUTRAL] What forms do we use?
[CUSTOMER][NEUTRAL] Pharmacy like Walgreens, CVS.
[AGENT][NEUTRAL] Oh, you should be able to go to any pharmacy.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's see, let me look up your group really quick.
[CUSTOMER][NEUTRAL] Oh, I never say my coverage gonna end on the [PII] of this month.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Uh, yeah, I don't see where you have to go to a certain.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Pharmacy
[AGENT][NEUTRAL] Um, let me transfer you to benefits and a card.
[AGENT][NEUTRAL] And it looks like they will actually have to update your date of birth.
[CUSTOMER][NEUTRAL] OK, and then it also says that my insurance is gonna end end coverage the [PII] of this month.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Um let me see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, you, I don't know, your policy is active and it says date paid to is [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, benefits in a card can help you with that as well. Would you like me to transfer you over to them?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK, let me put you on a brief hold, OK? And then I'll explain to them what's going on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precios.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][NEUTRAL] Thank you for calling Benefits in the Cart. This is [PII]. Who am I speaking with?
[AGENT][NEUTRAL] Hi [PII], this is [PII] from APL. I have an insured on the phone and she, she needs to update her date of birth.
[CUSTOMER][NEUTRAL] Sure, Ay, um.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Do you know what company you with?
[AGENT][NEUTRAL] Uh, she.
[AGENT][NEUTRAL] Hold on, let me see.
[CUSTOMER][NEUTRAL] But if you want you can just transfer her and I, I will get the information from her.
[AGENT][NEUTRAL] OK, yes. Um, so, and she was wondering about a pharmacy, but I'll transfer her over.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK. I appreciate it. Thank you very much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Of course, I do too. Thank you.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, bye.
[CUSTOMER][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from hello can you hear me?
[CUSTOMER][NEUTRAL] I can't.
[CUSTOMER][NEUTRAL] OK hi