AccountId: 011433970860
ContactId: a33061ee-141e-4dd5-b113-457dbb805be9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 534159 ms
Total Talk Time (AGENT): 142969 ms
Total Talk Time (CUSTOMER): 117115 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/a33061ee-141e-4dd5-b113-457dbb805be9_20250319T14:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Uh, my name is [PII], and I have, um, insurance for you guys, and I spoke to someone the other day. I need to have surgery. Uh, it's minor, it's like a one day surgery and she told me I didn't have any coverage for that, but if I needed surgery, I'd actually have to be admitted and stay overnight.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that doesn't quite make sense to me because if it's a one day surgery, it would be less of a, a bill, wouldn't it?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, Ms. [PII], unfortunately I don't handle that uh part of the information for the policy, but I can definitely transfer you to the benefits department so they can confirm that information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, Ms. [PII], mhm, Miss [PII], can I have the policy number?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Sure, it's 683.
[CUSTOMER][NEUTRAL] 264362
[AGENT][NEUTRAL] OK, Miss [PII], it seems like a very long number for um our policy numbers. Our policy numbers usually start with 02 or 01.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And it's a 7 to 8 digit.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] It is um
[AGENT][NEUTRAL] 8 to 7 digit number and if it is an old uh policy product um it will be around 4 or 5.
[CUSTOMER][NEUTRAL] OK, uh, how often do they change because the girl I talked to.
[CUSTOMER][NEUTRAL] The day before yesterday she found me, so.
[CUSTOMER][NEUTRAL] She said everything was changing, so I'm not sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me try with this policy number.
[CUSTOMER][NEUTRAL] Then I should probably get a new card if if everything's changing.
[AGENT][NEGATIVE] And yes, this policy number looks a little bit too long for it.
[AGENT][NEUTRAL] Um, let me just a second to see if I can pull it up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] No, it doesn't.
[AGENT][NEUTRAL] Um, can we use your social security number for it?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] All right, Ms. [PII], um.
[AGENT][NEUTRAL] The system is not showing me any policy number or the social security number. Um, is this policy, was this policy issued through your employer?
[CUSTOMER][NEUTRAL] No, I'm retired.
[AGENT][NEUTRAL] You are retired and was it a product that you ported with us?
[CUSTOMER][NEUTRAL] Um, it's called Manage Care Basic core.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I don't know the girl yesterday found me.
[CUSTOMER][NEUTRAL] I don't know how she did it, but she said because I have a claim in with APL. Excuse me, I had to be in the emergency room on [PII] because I had influenza.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] and I was dehydrated and everything, and she said that they received that claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so probably she was able to find it with the claim number, um, OK, I will go ahead and transfer you to the benefits um or the claims department. I, I will guess they um will be able to find it that way, um, again I don't have um access to that part of the information.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] But I will go ahead and provide you your name, right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[AGENT][NEUTRAL] Good morning [PII]. I have an insured on the line, Ms. [PII].
[AGENT][NEUTRAL] Um, unfortunately, I was not able to pull up a policy number, not even using her social security number, but she said she called in yesterday and um one of our representatives was able to find her policy through a claim number.
[CUSTOMER][NEUTRAL] Did she give you a claim number?
[AGENT][NEGATIVE] Uh, no.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what is she wanting?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, she wants to verify, uh, the benefit explanation because she's gonna have a one-day procedure, um, and she was advised that she will not be covered for it. And she just wanted to verify if that information was correct or not.
[CUSTOMER][NEUTRAL] OK, um, you can send her through.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello, is this Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes it is