AccountId: 011433970860
ContactId: 8fb72444-2a52-4069-95b1-aaac2a1dc3cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133839 ms
Total Talk Time (AGENT): 67671 ms
Total Talk Time (CUSTOMER): 70477 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/8fb72444-2a52-4069-95b1-aaac2a1dc3cf_20250106T19:33_UTC.wav
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[CUSTOMER][NEUTRAL] that
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm the agent of record for one of our members that have gap insurance with you all. Um, I have his, um, policy number. I just need to get some um information really quickly if that's all right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, do we just need to check eligibility and benefits.
[CUSTOMER][NEUTRAL] Correct, I just wanted to make verify what plan he's, what gap plan he is on.
[AGENT][NEUTRAL] Of course, OK, yeah, we could take a look at that. um, [PII] first, if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][POSITIVE] Excellent.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, thank you, and then, uh, yes, I'll go ahead and take that policy number please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure. So his, um, his policy number is 2290026.
[AGENT][NEUTRAL] OK, thank you and then uh was the name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure. Let me give that to you in a second. OK. So it's [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. That is fine. Um, so yes, this policy is active. Effective date was [PII], and so this is a secondary medical policy. It's designed to help with co-pay, deductible and co-insurance after major medical pays. I don't usually like calling a gap in uh plan as it's very dependent on major medical.
[CUSTOMER][NEUTRAL] What else do you need? Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if major medical does not pay, this plan can't. So it's, it's not like it can be used instead of their primary.
[CUSTOMER][POSITIVE] Correct, right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I know it's a med link. Is it like, does it have an uh a specific med link plan name?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh yeah, so Medlink SFS, so S as in Sierra, F as in Foxtrot, S as in Sierra.
[CUSTOMER][NEUTRAL] OK, so APL Medli SFS got it. OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] All right perfect thank you very much for your help. I truly appreciate it thank you very much.
[AGENT][NEUTRAL] Yeah, did you have any other questions for me?
[CUSTOMER][POSITIVE] That's it thank you so much, but [PII] to you.
[AGENT][POSITIVE] OK, yeah, uh, thank you, you too, [PII]. Alright, bye bye.
[CUSTOMER][NEUTRAL] All right bye.