AccountId: 011433970860
ContactId: a179c898-99c3-40b5-af11-818b846f71d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 572679 ms
Total Talk Time (AGENT): 209604 ms
Total Talk Time (CUSTOMER): 80464 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/a179c898-99c3-40b5-af11-818b846f71d8_20250506T18:15_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII]. How you doing? My name is [PII]. Um, I just received my um.
[CUSTOMER][NEUTRAL] My, my, um, APL insurance cards, benefit cards, and I was just basically seeing what it, what does it cover like as far as um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like, you know, what does, what does it cover?
[AGENT][NEUTRAL] OK. Before we proceed, Mr. [PII], is it possible to get a callback number in the event that we get disconnected and then I'll be able to verify what, what you got and get you some assistance on that.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] What's the best callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Thank you for that. And do you happen to have the policy number on that card that you received, Mister [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] See policy number.
[CUSTOMER][NEUTRAL] Mm, 02619398.
[AGENT][NEUTRAL] Thank you for that, Mr. [PII]. And I need you to verify a few things before we proceed as well, just to make sure that we have our records up to date. Can you verify your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said [PII] and what was the year?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK. Thank you for that. And can you also verify your mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that, Mr. [PII], and that is what we have on file and I'm also showing we have an email account. Can you verify that too, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you again, and that is what we have on file. So the policy number that you gave me is your, actually your medical card, your hospital indemnity plan. And since you're calling today to get details on your coverage and how you can utilize that, I'm gonna have to let you speak to someone in our benefits department, but I will make sure I get someone before I release you and provide them your information so you don't have to repeat yourself. Is it OK if I transfer you for further assistance on your benefits?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I'm gonna place you on a brief hold, Mr. [PII], while I get you further assistance. Is there anything else I can help you with before I transfer you?
[CUSTOMER][NEUTRAL] No no.
[AGENT][POSITIVE] All right, Mr. [PII], thank you for calling APL. You have a wonderful day and hold please.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Bring.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] I do apologize, Mr. [PII]. Um, it appears that our callers are, I mean our customers are excuse me, our employees are currently assisting other customers at this moment. Is it possible for me to get them to give you a call back, and they will give you a call back before the end of the business day to verify your benefits and coverage details?
[CUSTOMER][NEUTRAL] Yeah, I'm gonna go to work though, so I mean.
[AGENT][NEUTRAL] I mean, unless you wanna wait just to, just a little bit more, it's up to you. I don't know if you wanna wait, if you want.
[CUSTOMER][POSITIVE] Just don't worry about it.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] I mean, the only question I have is, do I have to come out of pocket? That's the only question I have to ask.
[AGENT][NEUTRAL] OK, um, and they, I do apologize. I'm not knowledgeable in the detail of the benefits and that's why I'm not able to provide that to you. But if you just wanna bear with me a few more moments, we can go ahead and see if we can get someone. It's just, I see that they're all on the phone right now and a few of them are going to lunch. It'll just be a matter of them being able to um get off the phone quickly enough to answer you, but I can ask them that question and they can call you back and leave you a message if this is your cell phone number.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Would, do you wanna do that? You, you, you just wanna know what, if you have a copay, correct, or any out of pocket?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, like for glasses, like what I call I get some glasses um.
[AGENT][NEUTRAL] OK, so this, I can tell you this, it is a medical policy, so you can only utilize it for medical purposes. It won't, wouldn't be beneficial for vision coverage.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But um as far
[CUSTOMER][NEUTRAL] Yeah, I got, I got all my cars. I have, I have all my cars. I was gonna get them the vision policy number.
[AGENT][NEUTRAL] OK, your your vision may be with a different company because we don't sell vision insurance. Um, I believe you go through benefits in a card, so they actually go through Superior vision, and if you'll bear with me one moment, I can give you the number to the Superior vision.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bear with me just a moment.
[CUSTOMER][NEUTRAL] You could, but I'm not sure if that's who I'm with. I just called them the number that's on the card.
[AGENT][NEUTRAL] OK. Um, so do you want us, do you want me to ask about your medical policy? Do you have any copays?
[CUSTOMER][NEUTRAL] Yeah, I still wanna, I still wanna know about the medical. Yeah, I still wanna know about the medical and dental.
[AGENT][NEUTRAL] OK. So you want to know if you have any out of pocket and co-pays, correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, I'll have someone contact you back before the end of the business day and I will notate our conversation as well. I do apologize for the inconvenience, Mr. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] That'll be all.
[AGENT][POSITIVE] Well thank you for calling APL and you have a wonderful day as well.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah