AccountId: 011433970860
ContactId: 824302b4-3b76-49b9-96b6-974947694218
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328140 ms
Total Talk Time (AGENT): 142560 ms
Total Talk Time (CUSTOMER): 164131 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/824302b4-3b76-49b9-96b6-974947694218_20250203T18:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII]. I'm calling because I need a new APL card.
[AGENT][POSITIVE] OK, I can help you.
[CUSTOMER][NEGATIVE] You seem to have lost mine.
[AGENT][POSITIVE] Yes ma'am, I can definitely help you with the APL card. Can I please get your name and your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Sure, it's me, [PII].
[AGENT][NEUTRAL] OK, and Miss [PII], what? Yes, go ahead.
[CUSTOMER][NEUTRAL] And cost.
[CUSTOMER][NEUTRAL] Yeah, callback is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I don't know, uh, is, would that be like group number?
[AGENT][NEUTRAL] It might say, um, in.
[CUSTOMER][NEUTRAL] Cause I'm, I'm, I'm
[CUSTOMER][NEUTRAL] Uh-huh, go ahead.
[AGENT][NEUTRAL] It it might say inpatient or outpatient certificate number on your card.
[CUSTOMER][NEUTRAL] OK, because I'm using someone, one of the ladies in, in uh my office, her card to get the phone number, could it be the same number or would it be a different?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It would be different. I can look it up with your social security number though if you want to give that to me.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK let me pull that in real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you, ma'am, and then for security reasons, I'll also need for you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK. Address is [PII] and my email address is [PII].
[CUSTOMER][NEUTRAL] And what else did you ask me for?
[AGENT][NEUTRAL] Now the cell phone number that you gave me to call you back on if we're disconnected is or the phone number is that your cell phone number?
[CUSTOMER][NEUTRAL] Yeah, that's my cellphone number.
[AGENT][NEUTRAL] OK. All right. I am going to order a new card for you. Let me give you your policy number so that you have that on hand if you need it before you get your card.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 1893414.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And I'm gonna go in real quick.
[CUSTOMER][NEUTRAL] Now, I have a question.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] I'm ordering your card now.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the card has been ordered and it'll be mailed to your address that you just verified for me.
[CUSTOMER][NEUTRAL] OK, great. Now, I do have a question. Um, cause last year, uh, cause I, I do go to an eye specialist cause I have um glaucoma and there's um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I guess it's something the insurance has not covered.
[CUSTOMER][NEUTRAL] And it's like a payment of $300. Can I use the um the APL?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it's a claim that you um have filed already or you're wanting to file it?
[CUSTOMER][NEGATIVE] Mm, I'm, I'm, I'm wanting to file, you know, cause they're asking me to pay, but, you know, uh, you know, because the insurance apparently is not covering it and
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, you know, I was thinking of, I mean, I don't have the total information of it, you know, but
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, right, OK, so, uh, this is just to verify your coverage, it's not a guarantee of payment. Um, we're the secondary insurance so you bill your primary first. If it's covered by your primary, it's actually a charge that has to be covered by your primary in order for the secondary to pick up. So this policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Helps with deductible, co-pay, and co-insurance only.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right, so I would have to check and see with them what that is. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, all right, I'll figure it out, you know, when I go, go see them next week.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] All right. Well, is there anything else I can help you with, Ms. [PII]?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][POSITIVE] No, that'll be all. Thank you so much for your help.
[AGENT][POSITIVE] You're very welcome. You have a great week and thanks for calling APL.
[CUSTOMER][POSITIVE] OK. You too. Thank you. You too. All righty. Bye-bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[AGENT][NEUTRAL] Bye-bye.