AccountId: 011433970860
ContactId: b136d0be-8b89-41a1-99b3-80ed8d3cdea7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337910 ms
Total Talk Time (AGENT): 69761 ms
Total Talk Time (CUSTOMER): 103929 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/b136d0be-8b89-41a1-99b3-80ed8d3cdea7_20250304T18:10_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII] and I have an annual, uh, on Friday.
[CUSTOMER][NEUTRAL] And I wanted to know.
[CUSTOMER][NEUTRAL] What all do I need to provide or what I mean, am I covered, you know, just get an annual take up.
[AGENT][POSITIVE] OK, I'll be happy to assist with your benefits today, Mr. [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, I don't, I don't have it with I'm driving.
[AGENT][NEUTRAL] OK, what is your social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and if you could please verify your date of birth and email address?
[CUSTOMER][NEUTRAL] [PII]. My email address is [PII].
[AGENT][POSITIVE] Thank you for that information. One moment please.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] OK, so I'm showing that you are covered for an annual screening up to 150 per year.
[CUSTOMER][NEUTRAL] Uh, what, $150?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] So when I go get get my check up on Friday, anything more than that I have to pay for it.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEGATIVE] Oh shit, I could have just all the money I've been paying. I could have saved my own shit up. That guy told me of the $1500 when I signed up because that's the first thing I told him. I said, sir, gonna take my annual. So, uh, he said, you covered up to $1500. I ain't know he's talking about. I ain't know he's talking about $150.
[AGENT][NEUTRAL] No, the $1500 is for um hospital confinement.
[AGENT][NEUTRAL] And uh
[AGENT][NEUTRAL] The surgical, outpatient surgical benefit.
[AGENT][NEUTRAL] But the, the screening benefit is 150.
[CUSTOMER][NEUTRAL] So in the lab work, they don't, y'all don't, they don't y'all don't cover the lab work and all that.
[AGENT][NEUTRAL] Um, that will be part of that 150.
[CUSTOMER][NEUTRAL] Uh, is that user how much it costs for all the lab work and stuff?
[AGENT][NEUTRAL] I don't know. It depends on where you, yeah, it depends on where you go. I'm, I'm not quite sure how it would.
[CUSTOMER][NEUTRAL] Doctor visit
[CUSTOMER][NEUTRAL] I go, I go to Baylor Hospital.
[AGENT][NEUTRAL] Yeah you yeah you would have to ask them the information on the cost.
[CUSTOMER][NEUTRAL] And, and what insurance company I'm with?
[AGENT][NEUTRAL] This is APL American Public Life.
[CUSTOMER][NEGATIVE] Give me the right, could you, uh, you all can't you can't send me uh.
[CUSTOMER][NEUTRAL] Uh, uh, email or uh.
[CUSTOMER][NEUTRAL] Or text for the uh name of the insurance company and all the information could you.
[CUSTOMER][NEUTRAL] I'm trying to.
[AGENT][NEUTRAL] Um, no, we can't send anything by email. Um, I mean you can always log in to the online service center.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this one more time it's called what now?
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] American
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] OK, is there anything else I can assist with today?
[CUSTOMER][POSITIVE] Uh, I'm good thank you.
[AGENT][POSITIVE] Thank you for calling APO you have a good day.
[CUSTOMER][POSITIVE] Thank