AccountId: 011433970860
ContactId: 6f68a598-6523-47c7-bd9d-6643806ebae1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 384989 ms
Total Talk Time (AGENT): 141989 ms
Total Talk Time (CUSTOMER): 142629 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/6f68a598-6523-47c7-bd9d-6643806ebae1_20250605T18:38_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] I'm calling because I'm trying to get the new member ID for the APL insurance that I have.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with um your member ID. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Where
[CUSTOMER][NEUTRAL] Yes, it's [PII] and the phone number is [PII].
[AGENT][POSITIVE] Thank you, and I can look the policy up with your social if you like.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Wait, I'm, wait, wait, I'm sorry. You sound really muffled and low and it was really fast.
[CUSTOMER][NEUTRAL] Sorry, [PII].
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The last two is [PII], the phone's breaking up. Was that correct?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to populate here.
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] The email address on file? I'm not sure.
[CUSTOMER][NEUTRAL] I don't know if it's a work email or like a personal email.
[AGENT][NEUTRAL] Um, personal.
[CUSTOMER][NEUTRAL] It should be at [PII] or [PII].
[AGENT][NEUTRAL] Yes, and then just your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So your um policy number is 188.
[AGENT][NEUTRAL] 73
[AGENT][NEUTRAL] 86.
[CUSTOMER][NEUTRAL] 1887386
[CUSTOMER][NEUTRAL] That's not a temporary, that's like the fixed ID.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] This is not a temporary ID, it's a fixed ID, right, of the new policy.
[AGENT][NEUTRAL] Yes, this is your APL policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 1887386
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this policy has been active since [PII].
[CUSTOMER][NEUTRAL] OK, any other information?
[CUSTOMER][NEUTRAL] Right, but there was an, there's a, there was a change that I did in June because it's supposed to cover the new health insurance. I just want to confirm it.
[CUSTOMER][NEUTRAL] That will be the case.
[CUSTOMER][NEUTRAL] Because I contacted my HR and they told me that um to reach out to gas services.
[AGENT][NEUTRAL] OK, wait a minute. So what are you trying to figure out? What's the, what's the
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] The question
[CUSTOMER][POSITIVE] Thank [PII]
[CUSTOMER][NEUTRAL] Mhm. So I
[CUSTOMER][NEUTRAL] There should have been a policy change.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because, um,
[CUSTOMER][NEUTRAL] My co-payment, not co-payment, my deductible went from sorry from 1000 to 2000.
[CUSTOMER][NEUTRAL] So I wanna make sure that
[AGENT][NEUTRAL] Are you speaking of with your, your major medical? This is your secondary policy.
[CUSTOMER][NEUTRAL] Right, my major medical change from [PII] to [PII], and they told me that I had to change my gap to cover that change.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Who, I'm asking these questions because this isn't typical, so I'm trying to get clarity so I know how to help you correctly. So, you're saying your $1000 max because you updated it on your major to $2000 you want to update your secondary max to $2000 as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I guess
[CUSTOMER][NEUTRAL] And she's
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEGATIVE] Well, I don't want to change it. It should have already been changed by my HR department.
[AGENT][NEUTRAL] OK, so then that's OK, so that's what, so no, they haven't sent us over anything. Let me check your notes again. um.
[AGENT][NEUTRAL] Because I was looking, that's what I was kind of hesitate because I was going through the notes to try to see what was going on, but, um, hold on one second.
[AGENT][NEUTRAL] Yeah, the provider hasn't sent us over and um
[AGENT][NEUTRAL] A policy change yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, no problem, that's all I needed it's all.
[AGENT][NEUTRAL] Yeah, I just want to make sure I'm just looking.
[AGENT][NEUTRAL] OK, I was just looking through the rest. I just want to go through all the notes again just to make sure, but yes, ma'am, I don't, I don't, they haven't sent it over yet.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] OK, so I'm using the same policy. OK, thank you so much.
[AGENT][NEUTRAL] You're welcome. Was there anything else that, well, well, so when they do send it over, you still have the same policy number, we'll just make the changes as needed if if we can, depending on what they, you know, send over.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that would be all.
[AGENT][POSITIVE] Alright, well, thank you so much for calling [PII]. I hope you have a good day.
[CUSTOMER][POSITIVE] You too. Take care.
[AGENT][POSITIVE] Thank you. Bye bye.