AccountId: 011433970860
ContactId: 92cf3d64-471b-4867-9450-2baddd2add3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 357239 ms
Total Talk Time (AGENT): 186038 ms
Total Talk Time (CUSTOMER): 141479 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/92cf3d64-471b-4867-9450-2baddd2add3c_20250401T20:56_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, I was just wondering if you could check and see um when my coverage stopped for APL, um, cause I, I no longer have it but.
[AGENT][NEUTRAL] OK, your morning.
[AGENT][POSITIVE] Oh, I'm so sorry. Go ahead. I did not mean to interrupt you. Go ahead. I'm sorry.
[CUSTOMER][NEUTRAL] What did you say sorry?
[CUSTOMER][NEUTRAL] Oh yeah
[CUSTOMER][NEUTRAL] You're fine. I was just wondering when my um coverage ended with APO.
[AGENT][NEUTRAL] OK, alright, so you're just needing the termination date of when your coverage ended with us, is that correct?
[CUSTOMER][POSITIVE] Yeah, exactly.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and who am I speaking with please?
[CUSTOMER][NEUTRAL] Uh, this is [PII].
[AGENT][POSITIVE] OK, thank you. And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And do you still have your policy number, [PII]?
[AGENT][NEUTRAL] If not I can look it up with your social. OK.
[CUSTOMER][NEUTRAL] Um, I have a picture of it. Let me see.
[AGENT][NEUTRAL] Whatever is easier.
[CUSTOMER][NEUTRAL] Um, it was, the policy number was 024.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 19737
[AGENT][POSITIVE] OK, thank you so give me a moment please to get your information.
[AGENT][NEUTRAL] Hold on, then I will have to first verify some information with you, [PII], for security purposes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, say that again.
[AGENT][NEUTRAL] I said, first off, I will need to verify several things with you for security purposes.
[AGENT][NEUTRAL] So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and also your home mailing address, please.
[CUSTOMER][NEUTRAL] Um, I've moved since the policy ended. My address then was um [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But now I've moved, um, but that should be the address.
[AGENT][NEUTRAL] OK, so let's go on with, OK, and your zip code for that [PII] address?
[CUSTOMER][NEUTRAL] Oh God, I think it was [PII].
[CUSTOMER][NEUTRAL] What is the phone? Sorry, I, let me look.
[AGENT][NEUTRAL] That's OK, that's fine.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So many numbers to remember when you move.
[AGENT][POSITIVE] Oh, absolutely.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It was, I believe it was [PII] or, or either [PII].
[AGENT][NEUTRAL] And the
[AGENT][NEUTRAL] Mm, what was the first one you said?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm, OK, no, that's not what we have unless say, OK, we're not gonna get hung up on that too much. What's the last four of your zip code I mean your social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number that we have on file is the same as the one you gave me, so that's your best contact number, correct?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][POSITIVE] Thank you and lastly your email address please, [PII].
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you so much for verifying all of your information. Now, I'll just tell you since we verified the social, but the last 4, I mean the the zip code, it was close, but it was um it shows in our system as uh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yep, [PII]. Instead of [PII], it's, it is. It ends in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so this policy was active with APL from [PII] and its term date was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you. That's all I needed.
[AGENT][POSITIVE] OK, well, if that's all then that I could help you with, [PII], it was nice speaking to you and thank you for calling APL. I hope you have a nice rest of your day today.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Yes ma'am, thank you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Actually,
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh, I'm so sorry. I do have one more question. Um, do you cover, so, so APL covers, um, like medical bills that were not covered from a primary insurance, right? Like cause I think this is my secondary insurance, um, so, so like during that time like those um claims can be sent over to you and then um possibly be covered.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so yes, any information I provide for you on benefits, [PII] would be a verification and not a of benefits and not a guarantee of payment, but this was a supplemental policy to your primary health care insurance that was designed to help you with co-pays, deductibles, and co-insurance amounts of covered services. So yes, so now anything not covered by your primary obviously would also not be covered by APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but if you are going to be submitting claims to us, you will need to include whether it is you or your providers, they would need to also send us your prime a copy of your primary insurance company's explanation of benefits as well.
[CUSTOMER][POSITIVE] OK, sounds good. Thank you.
[AGENT][NEUTRAL] OK. All right. Well, are there any other questions that you have, [PII]?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] OK. Well, you're welcome. And again, thank you for calling APL. I hope you have a nice evening.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK.