AccountId: 011433970860
ContactId: 6f86ce31-dde0-4c19-b83e-85f2476c9a95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174259 ms
Total Talk Time (AGENT): 88706 ms
Total Talk Time (CUSTOMER): 49718 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/6f86ce31-dde0-4c19-b83e-85f2476c9a95_20250305T22:10_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to see what do uh what do my, uh, APL cover cover just medical?
[AGENT][NEUTRAL] Uh, what's your name and policy number, please?
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[CUSTOMER][NEUTRAL] And policy number 02.
[CUSTOMER][NEUTRAL] 596713
[AGENT][NEUTRAL] OK, thank you. Give me one moment. And do you have a callback number in case the call drops, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And, well,
[AGENT][NEUTRAL] Uh, this policy I show you have with our company is a limited medical plan. Uh, so you have benefits for inpatient confinement, surgery, whether performed in a facility or physician's office, as well as ER, urgent care and office visit benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, have you set up on our online service center where you'll be able to view your policy?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, uh, if you like, uh, we do have an online service center where you can view your policy, print out any temporary cards, and also from the site check claim status, and that site is at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, I was just trying to see if I have any vision on there.
[AGENT][NEUTRAL] Um, not really, um.
[AGENT][NEUTRAL] No, sir, we don't offer vision insurance, um, let's see your group.
[AGENT][NEUTRAL] Uh, you can probably contact Benefits in a card and they can verify who you may have vision insurance with or if you sign on for Vision.
[CUSTOMER][NEUTRAL] OK. You said benefit.
[AGENT][NEUTRAL] Uh, benefits in a card. Do you have their phone number?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Uh, give that to you when you're ready.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] [PII]. OK, I appreciate it.
[AGENT][POSITIVE] All right. Well, uh thank you for calling APL Mr. [PII], and you have a great rest of your day.
[CUSTOMER][NEUTRAL] To.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Right.