AccountId: 011433970860
ContactId: 81e96e2f-375e-4aeb-9cb1-0c41d667bdcf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297179 ms
Total Talk Time (AGENT): 143988 ms
Total Talk Time (CUSTOMER): 141699 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/81e96e2f-375e-4aeb-9cb1-0c41d667bdcf_20250620T18:27_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hello how you doing? Um, I'm calling because.
[CUSTOMER][NEUTRAL] Uh, my therapy doctor said, um,
[CUSTOMER][NEUTRAL] That's why they gave me a new card and the one I card I have with the ATO is uh the wrong one. I mean it's I guess old one.
[AGENT][NEUTRAL] OK, I'll see if I can help you. Yeah, go ahead and give me your name and some type policy number, please, sir.
[CUSTOMER][NEUTRAL] I don't know if you were able.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, what, what is it, um, [PII].
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] Yeah, it's.
[CUSTOMER][NEUTRAL] Yeah, for Grandpa.
[CUSTOMER][POSITIVE] I'm sorry about that I.
[AGENT][NEUTRAL] That's OK. Do you have any kind of ID number? Oh, new, anything?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, I left it at the house, so right now my son's calling my dad uh.
[CUSTOMER][POSITIVE] Uh, I'm sorry about that. I go, uh, oh.
[AGENT][NEUTRAL] That's OK. [PII], are you, are you the insured employee on this plan?
[CUSTOMER][NEUTRAL] Are you
[CUSTOMER][NEUTRAL] Yeah, are you able to look it up through my social?
[AGENT][NEUTRAL] I can. That's what I was gonna to say. Go ahead and give me your social security number. I can pull you up.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, [PII], thank you for that information. Now while I'm pulling this up for you, go ahead and give me a good return telephone call number, please, sir.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] My that
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alrighty, [PII]. Thank you for all that information. Now, let me find your plan. Let's see. OK, I think I found it. OK, [PII], uh, go ahead and verify your date of birth and your address for me, please, sir.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII] address [PII].
[AGENT][NEUTRAL] Alrighty, thank you for all that information. I did find your active plan here at APL. This is your medical supplemental plan. I do show this policy number went into effect [PII]. It is current and active, but I must advise that verification of coverage is not a guarantee of payment on the claim. But how can I help you today? You had a question about uh some kind of a benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, cause, uh, I went, well, I went to my therapy, uh, doctor, and I guess they changed, she said that they changed the insurance, so I know they changed insurance, so I guess I had the old insurance card and she said that they also changed the APL, so she needed, I guess the group number or something like that so I can provide it for her.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, let me get over there. Uh, do you have some, somehow you that you can write this policy number down? This is your current policy number, give it to you?
[CUSTOMER][NEUTRAL] My dad, my
[CUSTOMER][NEUTRAL] Yeah, I got.
[CUSTOMER][NEUTRAL] Yeah, yeah, please.
[AGENT][NEUTRAL] Yes, sir. Are you ready?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 56
[CUSTOMER][NEUTRAL] My
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 22.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] So it's uh 0255650 no I mean sorry 522.
[AGENT][NEUTRAL] That is correct, [PII], and that is your current policy number. Now, your group number, you said that um your doctor wanted your group number, you're ready for that?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Stopping in some real quick so I can write this stuff down.
[CUSTOMER][NEUTRAL] OK, what, what is it?
[AGENT][NEUTRAL] Your group number is 80094.
[CUSTOMER][NEUTRAL] 80094.
[AGENT][NEUTRAL] That would be your group number.
[AGENT][POSITIVE] Right, that is correct. But if they need your benefits, you can just have that doctor's office call me on the same number you just called me on and give me that policy number and we will be glad to give them your benefits, OK?
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][POSITIVE] OK, you got it. Thank you. I appreciate it.
[AGENT][NEUTRAL] All right. Yes, sir, is that all I can help you with?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] That's it, just trying to get that for them.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, sir. Well, OK then, I, yes, sir. You have a great rest of your day and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you very much I appreciate it.
[CUSTOMER][NEUTRAL] Bye bye.