AccountId: 011433970860
ContactId: 9894e609-9b1c-48c0-b2f8-d65679998efe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305640 ms
Total Talk Time (AGENT): 167994 ms
Total Talk Time (CUSTOMER): 70942 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/9894e609-9b1c-48c0-b2f8-d65679998efe_20250324T12:41_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I got this, um, couple of cards in the mail here, and I'm not sure why I have this, but I wanted to run by you. Um, is it safe to say that I have this program through my Achia Bank?
[AGENT][NEUTRAL] OK, Mr. [PII], so you've OK, so you've received some ID cards and you're just wanting to verify exactly what they're for, is that correct?
[CUSTOMER][NEUTRAL] Is the benefit?
[CUSTOMER][POSITIVE] Yes, and how I got them.
[AGENT][POSITIVE] Yes, sir. I can help you with those things. And first off, what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Please.
[AGENT][NEUTRAL] Thank you. And what is the, the uh policy number?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] It's on the ID card.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] You're breaking up a little bit. Um, policy number is 02588768.
[AGENT][NEUTRAL] Thank you. One moment please while I get your information pulled up, and then I will need to verify several things with you first for security, Mr. [PII], and also any information that's provided would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. Also your home mailing address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] OK, all for you is this is the one that you provide for me. So again, that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Oh, you're, you're in and out of breaking up. I'm sorry. What was the question?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Um, your phone number that you gave me, that is the best contact number that we should have on file for you, is that correct?
[CUSTOMER][NEUTRAL] Should be.
[AGENT][NEUTRAL] Mr. [PII], is that your phone is the number you gave me the best contact number that we should have for you?
[CUSTOMER][NEUTRAL] It should be.
[AGENT][NEUTRAL] OK, thank you and lastly I do need to add you on file.
[CUSTOMER][NEUTRAL] I'm sorry you are really breaking up pretty bad. What file?
[AGENT][NEUTRAL] What is your email address so that I can add that?
[CUSTOMER][NEUTRAL] Uh um [PII].
[AGENT][NEUTRAL] And I do apologize about the connection. I'm sorry, I'm not sure what that is about. Um, so let me read this back to you. [PII]
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK, thank you. So, yes, sir, this is a supplemental policy that goes along with your primary healthcare insurance and this is for your employment with Crystal Construction.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Uh-huh. So this is the plan that is designed to help you with your co-pays and deductibles and co-insurance amounts of covered services. So when you do go for medical services, always present this card along with your primary healthcare insurance card because most providers will file both insurances for you in the event that they were.
[CUSTOMER][NEUTRAL] OK. I don't
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To not file your supplemental policy, then that is something that you could do on your own and you could call us back and we could tell you how to go about doing that. Now on the ID cards on the document that you received that had your ID cards attached.
[AGENT][NEUTRAL] Attached, Mr. [PII]. It talks about setting up your online service center so that you can also have access to your ID card and your policy information online as well.
[CUSTOMER][POSITIVE] I got it. OK, thank you very much. It helps me out a lot. I appreciate it.
[AGENT][POSITIVE] Well, well, you're certainly welcome. So, can I help you with any
[CUSTOMER][POSITIVE] No, that's it I appreciate it you have a good day.
[AGENT][NEUTRAL] Anything else this morning?
[AGENT][POSITIVE] Oh, well, you, I hope you have a great day too, and thank you again for calling. You too, and thank you again for calling APL.
[CUSTOMER][POSITIVE] No, that's it. You have a good day. Thank you very much.
[CUSTOMER][NEUTRAL] Bye bye.