AccountId: 011433970860
ContactId: 701577a3-0680-48ae-bf44-4de58898fa35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237020 ms
Total Talk Time (AGENT): 91428 ms
Total Talk Time (CUSTOMER): 135643 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/701577a3-0680-48ae-bf44-4de58898fa35_20250210T20:56_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, good afternoon. I'm [PII], and I'm just searching up my papers and I realized that I had two books from APL, two books that's from A, what is it? APL, APL.
[CUSTOMER][NEUTRAL] I just wanted to know, is this what is it all about?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. OK. What is your, uh, what is the policy number, please?
[CUSTOMER][NEUTRAL] The policy number is 018.
[CUSTOMER][NEUTRAL] 73521.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] See. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. And Ms. [PII], verify your date of birth, mail address, and email address, please.
[CUSTOMER][NEUTRAL] Oh, OK. My, my, my home address is [PII].
[CUSTOMER][NEUTRAL] [PII] zip code is [PII].
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] OK. And your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. I do show a different email address in our system.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which one so
[AGENT][NEUTRAL] And dorky, uh, center.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I work at I work at Anstock Center. I work at Anstock Center. I work at Anstock Center, yes, and they must have put Aunt [PII] and stock center email, but I work at Anstock Center and my, my social security number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Well, I'm showing the type of policy you have with us is through your employer and it's a secondary supplemental plan. It is used to help with your primary insurance deductible, co-pay or co-insurance for services in an outpatient facility or if you're inpatient.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So this policy now I start send the right out of my pay.
[AGENT][NEUTRAL] It's through your employer, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK, so if anything should happen to me with this insurance, what happened? I just wanted to know everything because I'm just starting to my papers right now when I see this thing, and I never call about it or anything like that. I'm just showing some to my.
[CUSTOMER][NEUTRAL] Some papers that I look here. So in case anything should happen to me, my family will get in touch with that insurance company I work.
[AGENT][NEUTRAL] Well, it's not a life plan. It's a medical policy, uh, helps with your major medical insurance, deductible, co-pay or co-insurance. So, for instance, if you had to have inpatient services, uh, it can be used for that, or if you had to go to outpatient like ER, urgent care, ambulatory surgery center, MRI or imaging center, this policy helps with your primary's deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it's not like a life plan. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, so and so, you're saying to me that ASA is still paying for this for this policy, correct?
[AGENT][NEUTRAL] I'm saying that it's through your employer and store, yes, ma'am.
[CUSTOMER][POSITIVE] OK, OK, because I mean I'm still working and stuff, and stuff. I just wanted to know. OK, thank you very much. Thank you very much. I mean.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APM Ms. [PII], and have a great day.
[CUSTOMER][POSITIVE] Thank you too, ma'am. Thank you for helping me out to ease the mind. OK, bye-bye. Thank you much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.