AccountId: 011433970860
ContactId: 95c2f9c5-f7ae-4ab7-965d-1677d476394a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316899 ms
Total Talk Time (AGENT): 148149 ms
Total Talk Time (CUSTOMER): 132364 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/95c2f9c5-f7ae-4ab7-965d-1677d476394a_20250129T21:28_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm [PII]'s wife. Um, he had recently put me on his insurance plan, I guess, with y'all.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it won't be activated till Saturday, but I was just calling to see if y'all, uh, cover all doctors because I have a doctor in mind and I wanted to know if y'all would cover him.
[AGENT][NEUTRAL] OK, Ms. [PII], um, do you know what that policy number is, and I can try to look that information up for you.
[CUSTOMER][NEUTRAL] Honestly, I'm not sure, uh.
[CUSTOMER][NEUTRAL] Well, where would the policy number be on is it on the card?
[AGENT][NEUTRAL] It would be on the card. It might say, um, it says a couple of different things. It could be like a certificate number or a member ID.
[CUSTOMER][NEUTRAL] There's a good name and then there's a group number APL 2000.
[CUSTOMER][NEUTRAL] 00000
[CUSTOMER][NEUTRAL] Group affiliated one port.
[AGENT][NEUTRAL] No, it'd only be 6 to 8 digits.
[CUSTOMER][NEUTRAL] It's 1456 it's group affiliate.
[CUSTOMER][NEUTRAL] And that's
[AGENT][NEUTRAL] 1456 you said is the group number?
[CUSTOMER][NEUTRAL] Well, yes, 1456.
[AGENT][NEUTRAL] OK, let me see if that group will let me search underneath them.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] He's a truck driver and he's getting this insurance and he put me on it.
[CUSTOMER][NEUTRAL] And I have no idea what I'm doing.
[AGENT][NEUTRAL] No worries. OK, so I don't, I actually don't show a group number um listed with that 1456.
[CUSTOMER][NEUTRAL] It's under [PII] 14.
[CUSTOMER][NEUTRAL] 564, 14564.
[AGENT][NEUTRAL] OK, let me try that.
[AGENT][NEUTRAL] And Crowder.
[AGENT][NEUTRAL] All right, Ms. [PII], would you be able to verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect. And
[AGENT][NEUTRAL] You would you be able to verify the mailing address on file for me?
[CUSTOMER][NEUTRAL] Uh, I believe he has um [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Wonderful.
[AGENT][NEUTRAL] Thank you and you might not know it, but I'm gonna ask you anyway, would you be able to verify the email address on file for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you so much, Ms. [PII]. So I actually show that you're already listed on this account, and I know you're asking about network information. Were you wanting to look at the dental?
[AGENT][NEUTRAL] Side of it or the, the hospital indemnity, the medical benefits?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, I was looking for, uh, I was looking for a regular doctor.
[AGENT][NEUTRAL] OK, perfect. Um, so this policy, um, with us is a supplemental policy, it's not going to have any network, so you can see any provider, um, you would like to see.
[CUSTOMER][NEUTRAL] I'm sorry, what?
[AGENT][NEUTRAL] You're welcome to see any provider for, for that policy. Um, it doesn't have a network on it.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] So I can see [PII]'s and [PII] with no problem.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, so the way this is, this is a supplemental policy, not a major medical, so there's no network on it. So those benefits are available anywhere.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Cool. Well that makes it even more less stressful. Thank you.
[AGENT][POSITIVE] Yeah, my pleasure and then is there anything else I can do to take care of you today, Miss [PII]?
[CUSTOMER][NEUTRAL] And it's activated now?
[AGENT][NEUTRAL] I show you're on here and active, so I'm not seeing anything saying you're not. It says you've been active since.
[AGENT][POSITIVE] Oh, well, that's weird. OK. So actually, no, it does say [PII], um, you'll be active. My, my misunderstanding. I just saw the A and I got excited.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it will, it will start [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So no network I can see any doctor in the state that I wanted to and the insurance will cover it, correct?
[AGENT][NEUTRAL] So I can't guarantee coverage with you and you'll actually have to speak to Web TA for coverage but as far as network goes your benefits are good any um.
[AGENT][NEUTRAL] Any doctor you wanna see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, all right, thank you so much.
[AGENT][POSITIVE] Yeah it's my pleasure Miss [PII] thank you so much for giving us a call and if you need help with anything else along the way just reach on out.
[CUSTOMER][POSITIVE] Alright, thank you. Mm bye.
[AGENT][POSITIVE] My pleasure.
[AGENT][NEUTRAL] Bye bye.