AccountId: 011433970860
ContactId: 7be7c5a8-96dd-4f70-acb6-01311f48c5cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270410 ms
Total Talk Time (AGENT): 136722 ms
Total Talk Time (CUSTOMER): 71942 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/7be7c5a8-96dd-4f70-acb6-01311f48c5cb_20250108T19:34_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I'm trying to see.
[CUSTOMER][NEUTRAL] I, I'm pretty sure that I have the gap insurance through APL.
[CUSTOMER][NEUTRAL] But I don't remember ever getting anything about it.
[AGENT][NEUTRAL] OK, one moment please so I can check to see if you have coverage. May I have your last name?
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][POSITIVE] Thank you and your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mr. [PII], verify your date of birth to start.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and may I also have a callback number in the event we were disconnected?
[CUSTOMER][NEUTRAL] Sure [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you sir, verify your complete mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the last thing to verify is your email address.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] At city of [PII].
[AGENT][NEUTRAL] We have a personal email address on file if you could verify that.
[CUSTOMER][NEUTRAL] May, um, [PII].
[AGENT][POSITIVE] OK, thank you so much for the verification process and you're again you're calling to check to see if you have coverage with us and yes sir you do. I was able to locate your policy.
[AGENT][NEUTRAL] If you do have a supplemental medical policy and you have 2 dependents.
[AGENT][NEUTRAL] Um, you know,
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yeah, oh, I'm just confirming I guess.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes sir, I was able to find your policy and how can I help you?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][POSITIVE] I, I'm gonna say I got really for I have this and.
[CUSTOMER][NEUTRAL] Uh, my wife's pregnant, so we're going to all these like doctor appointments and we have obviously the birth, you know, my all that, does that cover any of that?
[AGENT][NEUTRAL] OK. Let me first check for the office visits. Bear with me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you so much for your patience with me, Mr. [PII]. Um, after reviewing your policy, it does not cover office visits. It will not cover office visits.
[CUSTOMER][NEUTRAL] OK, what about like a hospital or anything?
[AGENT][NEUTRAL] Yes sir, for a hospital stay or inpatient, um, please note verification of benefits provided does not guarantee payment. We will pay up to $5000 and of course it helps with your major medical deductible copay and or co-insurance.
[AGENT][NEUTRAL] Um, what I can, I can provide you with your policy number please, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][POSITIVE] I would love that.
[AGENT][NEUTRAL] OK, of course, OK, let me know when you're ready for that.
[CUSTOMER][POSITIVE] Ready.
[AGENT][NEUTRAL] OK, it is 02487839.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and also what you can do, Mr. [PII], you can register on our online service center. You'll be able to create an account, you'll be able to view your policy, see what's covered, and also print ID cards as well. I can provide you with that link if you would like to do that, please.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it is secured [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, I got it.
[AGENT][NEUTRAL] Yes sir and um now as far as the email address we have on file again is your personal email address because you will have to enter that information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got
[CUSTOMER][NEUTRAL] It's like [PII], right?
[AGENT][POSITIVE] [PII]. Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright perfect thank you so much.
[AGENT][POSITIVE] You're welcome. You're welcome, Mr. [PII]. Anything else I can help you with, sir?
[CUSTOMER][NEUTRAL] I think that's it.
[AGENT][POSITIVE] You have a great day and thank you for calling APL. Take care bye.
[CUSTOMER][NEUTRAL] OK.