AccountId: 011433970860
ContactId: bdf7e76e-3f1a-48d2-b0a1-ee8f102d651e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280299 ms
Total Talk Time (AGENT): 111185 ms
Total Talk Time (CUSTOMER): 118334 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/bdf7e76e-3f1a-48d2-b0a1-ee8f102d651e_20250130T20:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm calling in regards of uh an insurance that I was trying to see if I have.
[CUSTOMER][NEUTRAL] For my um job that uh we had the um
[CUSTOMER][NEUTRAL] For my other job, I'm gonna make sure I have that insurance you know coverage.
[AGENT][NEUTRAL] Oh, OK, you're calling to see if you have insurance coverage with us, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, can I get your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and can you spell your first and last name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] OK, thank you so much, [PII]. I appreciate that. Do you know of a policy number that you've had with us or is this the first time you've had insurance with us? And do you know your policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, the policy number for.
[CUSTOMER][NEUTRAL] And the ID number or you want the um group number?
[AGENT][NEUTRAL] It will say certification number might say inpatient or outpatient certification number.
[CUSTOMER][NEUTRAL] OK, I have, um, the inpatient out which one you want the outpatient or inpatient? Does it matter?
[AGENT][NEUTRAL] Either one is fine.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] OK OK 01.
[CUSTOMER][NEUTRAL] 45
[CUSTOMER][NEUTRAL] 28
[CUSTOMER][NEUTRAL] 23
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][POSITIVE] OK, thank you so much let me pull your policy up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then for security reasons I also need you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, the uh.
[CUSTOMER][NEUTRAL] I'm sorry, what do you mean the address?
[AGENT][NEUTRAL] Yes, your physical address first.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, [PII].
[AGENT][NEUTRAL] And then your email address?
[CUSTOMER][NEUTRAL] Um, you might have, uh, [PII].
[AGENT][NEUTRAL] I have it looks like it might be a work email address.
[CUSTOMER][NEUTRAL] OK. OK. OK. Uh, [PII].
[AGENT][POSITIVE] Yes, that's correct thank you [PII]. I appreciate you verifying your policy for me.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK. Looking at your policies, I do show that you have one,
[AGENT][NEUTRAL] Medlink policy with us that is active.
[AGENT][NEUTRAL] Um, this is the one is the gap insurance that helps with your deductible co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK, that's, that's the one because I was, I just, uh, spoke with someone right now, um, just like 5 minutes ago, they have to do a procedure and I have to uh pay out.
[CUSTOMER][NEUTRAL] So $1000 before I did the decision, so I was trying to see if I have that that um insured so I could call like in in you know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, and just tell them if they want to call us and verify your benefits, um, they can call the same number that you called and they can get your eligibility and benefits from us over the phone if they'd like to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No problem, [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Have a nice day.
[CUSTOMER][NEUTRAL] No, you have it.
[AGENT][POSITIVE] OK [PII], you have a blessed day and thanks for calling APL sir.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye sir.