AccountId: 011433970860
ContactId: 9913b4e5-5e13-4c26-b366-fb8de853785c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182380 ms
Total Talk Time (AGENT): 83610 ms
Total Talk Time (CUSTOMER): 77362 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/9913b4e5-5e13-4c26-b366-fb8de853785c_20250305T21:33_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Hey mom, I have uh gap insurance through you guys, and I have a procedure scheduled for Monday and I tried to give them uh the information and they said, well, there's, we, we don't have a mechanism for that.
[CUSTOMER][NEUTRAL] For your insurance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What should I do?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is your policy number?
[CUSTOMER][NEUTRAL] OK, shoot, I should add that out pretty sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK, you want the the outpatient benefit certain number?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, 023007.
[CUSTOMER][NEUTRAL] 13 M as in Mary, L as in Lincoln 8.
[AGENT][POSITIVE] Thank you very much. May I have your name and date of birth?
[CUSTOMER][NEUTRAL] In the [PII] [PII].
[AGENT][POSITIVE] Thank you Mr. [PII] and your callback number if we are disconnected please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, verify your complete mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the last thing is your email address please.
[CUSTOMER][NEUTRAL] used to play with everything.
[CUSTOMER][NEUTRAL] I'm sorry, try again.
[AGENT][NEUTRAL] I'm so sorry, your email address?
[CUSTOMER][NEUTRAL] Uh, I think we changed it to, uh.
[CUSTOMER][POSITIVE] [PII]
[AGENT][NEUTRAL] Yes sir, that's what we have. OK, thank you so much for the verification process. OK, and you wanted to know, let's see here, you have a procedure next well next week and you want to know.
[AGENT][NEUTRAL] and you stated that the providers that they don't have a mechanism to use our our insurance.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Typically the provider will call us to verify first if you're active, the effective date and what the policy covers as far as outpatient, so that is what they can do they can give us a call please just to verify your effective date or your eligibility and your benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. And it
[CUSTOMER][NEUTRAL] All right, well they, they, I tried, I tried to give them the number, but they said, oh no, well, you, that's not in our system. You'll just have to bring the card with you when you come on Monday.
[AGENT][NEUTRAL] OK, well, sometimes we do call ahead just to make certain that you're like I said, active and then what the benefits are, but um.
[CUSTOMER][NEUTRAL] You know,
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] I'm sorry about that, Mr. [PII], uh, but they're more than welcome to give us a call. We'd be more than welcome to give them your benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yep, will do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, uh, well I'll, I'll, I'll have, I'll call him again and ask him to call you so.
[AGENT][POSITIVE] OK, great, great.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][POSITIVE] OK, thank you so much alright bye bye.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you. Take care bye bye.