AccountId: 011433970860
ContactId: 9dc7db8b-fd4b-4a62-8584-01c98780e6b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183949 ms
Total Talk Time (AGENT): 77532 ms
Total Talk Time (CUSTOMER): 94406 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/9dc7db8b-fd4b-4a62-8584-01c98780e6b2_20250115T19:48_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, I need to check and see uh if we still have benefits or if I need to get a new card or what needs to go on here.
[AGENT][NEUTRAL] OK, we just need to see if your policy is still active.
[CUSTOMER][NEUTRAL] OK, it's you want the group number?
[AGENT][NEUTRAL] Uh, first, can I get your name please?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Alright, thank you. Are you looking at a card right now?
[CUSTOMER][NEUTRAL] Yeah, I'm looking at the [PII] card. I don't have a 2024. That's why I'm like seeing, you know, if something changed or I need a new card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, sure.
[AGENT][NEUTRAL] Yeah, on that card do you see anything that says uh inpatient or outpatient certification number or member ID?
[CUSTOMER][NEUTRAL] I see inhospital benefit certification number, outpatient benefit certification number. Which one would you like?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Perfect if you wouldn't mind giving me uh either one.
[CUSTOMER][NEUTRAL] OK, the in hospitals one is 02300701.
[CUSTOMER][NEUTRAL] M as in [PII] in [PII] 7.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And [PII], just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that, [PII]. Alright, so your policy is good and active. Uh, that [PII] is simply the effective date, so new cards are not necessary. That's perfectly fine. It's just showing how long your policy has been effective.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK. Um, now, can I ask you a question because I seem to be dealing with stupid people.
[CUSTOMER][NEUTRAL] They always seem to think they like to bill you first instead of my main insurance, um.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] This has been my problem and you know I've had to call my main insurance and say no, you guys have to pay and then you need to send them an EOB. That's how this works.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, so this card is still good. Will any new cards be sent out?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, I can see if there's an updated one. I don't think so. Uh, did you need a new replacement?
[CUSTOMER][NEUTRAL] No, I mean, as long as this is active and just the way it goes, it's fine.
[AGENT][NEUTRAL] Yeah this is the same it would be the identical to what I if I sent you another one it would be identical again that [PII] is simply the effective date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem, that's all I really needed to know too.
[AGENT][POSITIVE] Yeah definitely. Did you have any other questions for me?
[CUSTOMER][POSITIVE] No, ma'am. I appreciate your time and patience.
[AGENT][POSITIVE] Of course, absolutely, I appreciate you giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.