AccountId: 011433970860
ContactId: 97761235-781c-4806-b179-59ab877af5af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296420 ms
Total Talk Time (AGENT): 125618 ms
Total Talk Time (CUSTOMER): 109630 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/97761235-781c-4806-b179-59ab877af5af_20250422T20:18_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK. Hello. Uh, what is APL about?
[AGENT][NEUTRAL] Mm this is our company name, yes ma'am.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I mean, what is the uh because I received a card from you guys. I'm trying to see is it a medical card is what I mean.
[AGENT][NEUTRAL] OK, I can help you with that. What is the card, the, the number on the card, the certificate number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I uh.
[CUSTOMER][NEUTRAL] The ID number?
[AGENT][NEUTRAL] There's usually a policy certificate number or?
[CUSTOMER][NEUTRAL] Is that what you want?
[CUSTOMER][NEUTRAL] Oh, OK, 02612989.
[AGENT][NEUTRAL] OK, thank you. And can I get your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, can I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, [PII], and let's hold on just a moment while I pull up your policy.
[CUSTOMER][POSITIVE] OK, that's good.
[AGENT][NEUTRAL] One
[AGENT][NEUTRAL] OK. And do you mind verifying your date of birth and your address for me, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying. Um, the policy number that you just gave me is for your.
[AGENT][NEUTRAL] Dental policy.
[AGENT][NEUTRAL] Um, it was taken out through Surge, uh, the temp agency that you're working with, and I do show that you also have a medical policy with us as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, is there anything else?
[CUSTOMER][NEUTRAL] OK, dental and.
[AGENT][NEUTRAL] And medical, yes ma'am.
[CUSTOMER][NEUTRAL] This is dental and medical.
[AGENT][NEUTRAL] More than one.
[CUSTOMER][NEUTRAL] You said dental and medical.
[AGENT][NEUTRAL] The card that you gave me was for your dental, and you should receive another one for your medical pretty soon.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK. And I wanted to ask the question. Can I ask you, do they have um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can I use that card for um
[CUSTOMER][NEUTRAL] What is it called? Coloscopy.
[AGENT][NEUTRAL] I would uh need to get somebody in our benefits department that can help you with that, um.
[CUSTOMER][NEUTRAL] They say that to me.
[AGENT][NEUTRAL] Let's see, I can look that up for you. uh, is there anything else I can help you with in customer service before I transfer you?
[CUSTOMER][NEUTRAL] No, that's it right there.
[AGENT][NEUTRAL] OK, and I, I do show we've mailed the, the medical cards, but I can order a new card for you just in case you haven't received it yet.
[CUSTOMER][NEUTRAL] I know they said it.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Yes, yes, please.
[AGENT][POSITIVE] Alright, and I can also.
[CUSTOMER][NEUTRAL] It hasn't came yet, but
[AGENT][NEUTRAL] Uh-huh, and I can also email that to you as well.
[CUSTOMER][NEUTRAL] I put $5.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][POSITIVE] Alright, I will get that emailed to you and mailed as well and if you don't mind I'll put you on hold for just a moment, connect you back with uh benefits and they can help you with the.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] The benefits, the 6. Alright, thank you for calling APO. You have a wonderful day, [PII], and hold and I'll connect you.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Thank you, hold on just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Hey [PII] I'm good. How are you?
[AGENT][POSITIVE] I'm good. I have [PII] on the phone.
[AGENT][NEUTRAL] And she's calling on policy 261.
[AGENT][NEUTRAL] 2988.
[AGENT][NEUTRAL] I want to know if a colonoscopy is covered under this policy.
[CUSTOMER][NEUTRAL] OK. Let me look at your policy and see.
[CUSTOMER][NEUTRAL] OK, can you verified her and where she's calling from, is that a good number to call her back on?
[AGENT][NEUTRAL] Uh, yes, uh-huh.
[AGENT][NEUTRAL] And I verified all everything.
[CUSTOMER][NEUTRAL] OK, you can go ahead and put her through.
[AGENT][POSITIVE] All right, thank you, [PII]. Here she is.
[CUSTOMER][POSITIVE] Alright thank thank you [PII].
[AGENT][NEUTRAL] All right, bye bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[CUSTOMER][NEGATIVE] You broke my whole out this.
[CUSTOMER][NEUTRAL] Hi [PII] this is.