AccountId: 011433970860
ContactId: bc6c8f6e-abd8-4766-9b29-d6d6e91f9e92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 426640 ms
Total Talk Time (AGENT): 184728 ms
Total Talk Time (CUSTOMER): 159325 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/bc6c8f6e-abd8-4766-9b29-d6d6e91f9e92_20250219T19:02_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi [PII] how are you?
[AGENT][POSITIVE] I'm good how are you doing today?
[CUSTOMER][NEUTRAL] I'm fine.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm calling to verify my benefits.
[AGENT][NEUTRAL] OK, I can help you with benefits. Can you please give me your name and your policy number?
[CUSTOMER][NEUTRAL] No problem, it's going to be 02571694.
[AGENT][NEUTRAL] OK. And then what is your name, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] Last name is [PII]
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] And the policy is for yourself, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] It says individual.
[AGENT][NEUTRAL] OK. All right. And can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then also for security reasons, can you verify your address, phone number, and email address for me?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], um.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's either that or [PII] because I moved when I first got my um insurance, so I don't know which if it's my current apartment or my old one. my email should be my [PII], so it should be [PII].
[AGENT][NEUTRAL] OK, and then, um, your phone number, please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Or [PII]. I got two numbers.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much. I appreciate you verifying your information for me, [PII]. I do have the [PII]. Is that the correct address?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII]
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] You're wanting um benefit information, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I got this insurance through my um.
[CUSTOMER][NEUTRAL] My employer.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And I have not been with them for the last week.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have a few questions. The first one would be, can I keep the insurance? They told me I would have to call you guys. I don't mind paying it like out of pocket. It was being deducted from my salary, but I wanna know if there's a way like I could keep it and continue to pay, and if I can't, can you tell me like when the policy ends or because I've never used the insurance before.
[AGENT][NEUTRAL] OK. All right. So, um,
[AGENT][NEUTRAL] I'll have to transfer you on over to customer service so that they can talk to you about whether or not you could support the policy and then also they can answer the questions for you about when the policy will lapse um it's all depends on.
[CUSTOMER][NEUTRAL] You want me to
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The premium when it's sent in, um, I'm showing you're paid to [PII] now but um let me transfer you over to customer service and let them talk to you about porting your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do, I do have a question about my, um, about my benefits, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm planning on seeing a doctor that's in my network. I called.
[CUSTOMER][NEUTRAL] Last week to find out that the doctor was in my network, which he was.
[CUSTOMER][NEUTRAL] When I arrived there, is there a code?
[AGENT][NEUTRAL] Uh, co-payment, is that what you're asking about?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Our code
[AGENT][NEUTRAL] I'm sorry, I didn't understand the question.
[CUSTOMER][NEUTRAL] I'm sorry, I
[CUSTOMER][NEUTRAL] Yes ma'am, is there a copay? I don't see one in the back of my card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, you do not have a copay, um, and this is just to confirm your benefits. It's not a guarantee of payment. I do show that you do have, um, office visits. You get 4 a year for outpatient accident and sickness and pays, let me check that out real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Pays $100.
[AGENT][NEUTRAL] And you get 4 of those visits a year.
[CUSTOMER][NEUTRAL] I'm sorry, your phone is going in and out.
[AGENT][NEUTRAL] Um, apologize for that. Um, you do have outpatient accident and sickness treatment benefit in a, in an office?
[AGENT][NEUTRAL] That pays $100.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I do not see a copay.
[CUSTOMER][NEUTRAL] OK, so you said that it only covers $100 of it?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, are you ready for me to transfer you to customer service so they can help you with hoarding your policy?
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] OK, it's gonna be a brief hold. Thank you so much, [PII], for calling APL. Somebody on the phone with you shortly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got an insured, hey, I've got an insured on the phone. Her name is [PII]. Her policy number is 257.
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] 1694.
[AGENT][POSITIVE] I have verified and the number she's calling from is a good number.
[AGENT][NEUTRAL] And she is calling about porting her policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] She can't afford this. This is big. She'll have to call [PII], but I'll tell her.
[AGENT][NEUTRAL] Well she said she talked to [PII] and [PII] told her to call us.
[CUSTOMER][NEUTRAL] No, we don't port nothing for B, but I'll let her know.
[AGENT][NEUTRAL] Yeah, it. OK, thanks, [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Bye-bye