AccountId: 011433970860
ContactId: 972232e8-2a29-463d-b47b-e85a8a11187e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256730 ms
Total Talk Time (AGENT): 124537 ms
Total Talk Time (CUSTOMER): 74697 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/972232e8-2a29-463d-b47b-e85a8a11187e_20250114T13:33_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII]. I wanted to check um how much my gap insurance will pay uh for a procedure I'm having.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have your policy number?
[CUSTOMER][NEUTRAL] The policy number is 02464411.
[AGENT][NEUTRAL] Can I have your name, mailing address, and your date of birth?
[CUSTOMER][NEUTRAL] [PII]. My mailing address is [PII].
[CUSTOMER][NEUTRAL] And my date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the email address that we have on file for you here at American Public Life?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the callback number is [PII] just in case the call is disconnected.
[CUSTOMER][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you're calling in regards to inpatient, outpatient, office visit, where's the place of service?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's outpatient. It's Baptist Miami Cancer Center. I have to have a biopsy done.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So you have outpatient benefits?
[AGENT][NEUTRAL] Of $4000 per calendar year and this is not a guarantee of benefits just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And would that be considered as diagnostic, would it be a diagnostic test?
[AGENT][NEUTRAL] Biopsy might be outpatient facility or outpatient surgery, but you have 4000 per calendar year.
[CUSTOMER][NEUTRAL] I would assume so.
[AGENT][NEUTRAL] And you do have cancer, you do have the cancer treatment rider as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what does that cover?
[AGENT][NEUTRAL] Um, it just falls under your outpatient benefits of the $4000. I say if you don't have office visit coverage, but you go to an office visit for cancer, for cancer diagnosis, then it will be, it will be covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But we praying that you don't have cancer or anything. So we're praying that everything goes through.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Um, I am moving.
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Um, I am moving on the, uh, the [PII]. Can I change the address with you or do I need to do it through my employer?
[AGENT][NEUTRAL] Um, you have to I can transfer you to customer service to change your address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] I'm gonna place you on a brief hold to get you some assistance. Hold one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] 1222.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], how are you doing?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm great, thanks for asking, [PII]. This is [PII] Claims. I have her insured on the phone by the name of [PII]. She says she's moving on the [PII] and she wants to update her mailing address.
[CUSTOMER][NEUTRAL] OK, I can help her with that. What's that policy number?
[AGENT][NEUTRAL] It is 246-441-1. It's 246441-1. I verified all of her information because she called to verify her benefits and her callback number, [PII] is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 16. What was the last thing?
[AGENT][NEUTRAL] 13.
[CUSTOMER][POSITIVE] 13. OK, thank you.
[AGENT][POSITIVE] So let me transfer over for you. Thank you, [PII] have a good one.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Hello [PII], this is [PII] again. So I'm gonna transfer you to customer service, and [PII] is gonna assist you further with updating your mailing address. But thanks for calling APL, and you have a great day.
[CUSTOMER][POSITIVE] All right, thank you for your help.
[AGENT][POSITIVE] You're welcome goodbye.
[CUSTOMER][NEUTRAL] You too.