AccountId: 011433970860
ContactId: 85c1967d-8d0c-47ae-9838-6bc8d6b5964c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271940 ms
Total Talk Time (AGENT): 134017 ms
Total Talk Time (CUSTOMER): 110059 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/85c1967d-8d0c-47ae-9838-6bc8d6b5964c_20250218T15:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to check on my benefit and eligibility.
[AGENT][NEUTRAL] OK, you're the insured?
[CUSTOMER][NEUTRAL] Doesn't say no I'm an individual, yes, yes, I'm sure.
[AGENT][NEUTRAL] That's what I mean. You're, you're this, OK. And you're wanting to verify?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] What type of information?
[CUSTOMER][NEUTRAL] Um, my coverage.
[CUSTOMER][NEUTRAL] My coverage, um, so I, I checked the website, it says laps, but um.
[CUSTOMER][NEUTRAL] I, I received a card from, from, from you guys, but I threw it away so I because I was gonna use the website, but checking the website it says all my coverage are laps, um, so I just wanted to verify.
[AGENT][NEUTRAL] OK, yes, sir. Well, I can help you um to verify if your coverage is active or not. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, 2, um, 20 million.
[AGENT][POSITIVE] I'm so sorry. Can you give me your name again?
[CUSTOMER][NEGATIVE] Yeah, sure. Um, the spelling is actually pretty difficult. [PII] is my first name.
[AGENT][NEUTRAL] OK. And the last name?
[CUSTOMER][NEUTRAL] Yeah, last name, uh [PII]
[AGENT][NEUTRAL] OK, can you pronounce it for me one more time, please?
[CUSTOMER][NEUTRAL] Yeah, sure. Uh, twin million.
[AGENT][NEUTRAL] Onion. Is that correct? Onion.
[CUSTOMER][NEUTRAL] New, New, uh, like when, when.
[AGENT][NEUTRAL] Billion.
[AGENT][NEUTRAL] OK, and Mr. [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And uh do you have your policy number? If not, I can try and locate it with your full social.
[CUSTOMER][NEUTRAL] Uh, I don't have to, you probably have to go through my social, um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, so give me one moment please to see if I can locate your information.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I I'm assuming and so what I will need to do is to verify several things with you first for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you provided for me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, thank you and lastly your email address please.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, thank you. OK, so Mr. [PII], I do see that your policies are no longer active with APL. Uh, this was through your employment with Polaris Pharmacy, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I shared that the last policy that you had with us actually termed as of [PII].
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, um, yeah, I've been paying, uh, deductible to, well, not deduct premium to the, uh.
[CUSTOMER][NEUTRAL] To, um, my company I'm not sure why um.
[AGENT][NEUTRAL] OK, so what you will need to do then if that is the case, is to, to contact your human resources department.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Uh, regarding that, if it's been being deducted because, excuse me, we, we do not handle any of that. They do and they provide us information on your enrollment.
[CUSTOMER][NEUTRAL] Yeah, I, I
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Correct, yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, alright, I'll double check with them because I did email them so they can confirm my coverage and they never say anything so.
[CUSTOMER][NEGATIVE] I email them again. I contact you and you show no coverage.
[AGENT][NEUTRAL] Yes, so we, we haven't had any active coverage for you um since again August.
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] Yep
[CUSTOMER][POSITIVE] Yep, got it. OK.
[AGENT][NEUTRAL] OK. Well, is there anything else at the moment I could help you with?
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] No, that's it. Thank you, ma'am.
[AGENT][POSITIVE] OK, Mr. [PII]. Well, you're very welcome and thank you again for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you bye take care.
[AGENT][POSITIVE] You're welcome. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.