AccountId: 011433970860
ContactId: ab20e219-c81c-41e2-966f-d536aecdff67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221020 ms
Total Talk Time (AGENT): 107314 ms
Total Talk Time (CUSTOMER): 71889 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/ab20e219-c81c-41e2-966f-d536aecdff67_20250609T19:03_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] You have.
[CUSTOMER][NEUTRAL] Hi [PII], um, I just wanna double check my, my coverage. um, I have an old, an old ID card. I'm not sure if this is the one that I need to turn in.
[CUSTOMER][NEUTRAL] When I go to do um a test or something.
[AGENT][NEUTRAL] OK, so you just want to see if your policy is active?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. And I'll be more than happy to help you. Um, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then, uh Mr. [PII], what's the number on the card that you have, do you see anywhere that says like inpatient or outpatient policy er number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that's your policy number.
[CUSTOMER][NEUTRAL] OK, so which one do you need the in the in hospital or outpatient?
[AGENT][NEUTRAL] Oh, the numbers are the same, um, the ML 7 or 8 is different. I just need the numbers.
[CUSTOMER][NEUTRAL] Uh, OK, it's 02444820 ML.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] And then a 7 at the end or an 8 for the other one, yeah.
[AGENT][NEUTRAL] All right, now I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then um my email it's [PII].
[CUSTOMER][NEUTRAL] And what else do you need?
[AGENT][NEUTRAL] Um, your mailing address.
[CUSTOMER][NEUTRAL] Well, my address is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So, this particular policy, the one that ends in 820, um, that terminated on [PII].
[AGENT][NEUTRAL] But you do have an active policy. Um, would you like for me to, I can email you the ID cards. Would that help?
[CUSTOMER][NEUTRAL] Um, so.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, and I can um if you want to have a physical copy mailed to you also, but just so you can have something right now for the new policy.
[CUSTOMER][NEUTRAL] OK, and that
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK. Well, I will go ahead and email that over to you. Hold on, let me just make sure. I know we just went over it, but since I'm sending something, I will make sure.
[AGENT][NEUTRAL] And that's um email [PII].
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I'll go ahead and request for the physical copies to be mailed to your home so you can have that with the new ID number and then I'm getting ready to um email you the the digital copy, so you'll have that now.
[CUSTOMER][POSITIVE] Perfect awesome.
[AGENT][NEUTRAL] All righty. Well, what
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.