AccountId: 011433970860
ContactId: be2b4540-e823-48ce-91f2-2bb0f67c2ff3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 423690 ms
Total Talk Time (AGENT): 144007 ms
Total Talk Time (CUSTOMER): 300018 ms
Interruptions: 6
Overall Sentiment: AGENT=1.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/be2b4540-e823-48ce-91f2-2bb0f67c2ff3_20250613T18:14_UTC.wav
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[CUSTOMER][NEUTRAL] If he's like she'll give me from my son.
[AGENT][POSITIVE] Good afternoon. Thanks. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I have the gap insurance and I wanted to ask information clarify as far as the benefits.
[AGENT][NEUTRAL] OK, what is your policy number?
[CUSTOMER][NEUTRAL] Policy number 1563875.
[CUSTOMER][NEUTRAL] So if we did one here we are.
[AGENT][NEUTRAL] OK, I have it as 1563875. 1 moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and may I have your date of birth to start?
[AGENT][POSITIVE] Thank you very much and your callback number is disconnected?
[CUSTOMER][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] I've been on this phone waiting for 3.5 hours, but I had selected customer service.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEGATIVE] And I had to hang up.
[AGENT][POSITIVE] OK, I'm so sorry about that.
[CUSTOMER][NEUTRAL] 3.5 hours, [PII]. Yeah. Yeah, so I
[AGENT][NEUTRAL] You called APL and you waited 3.5 hours?
[CUSTOMER][NEUTRAL] The same number that I called that I got you, but I, I, um went for option 2 this time and the other time I went for option 4.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Which I don't even remember what that option was, but that's the one I thought I should go for. Yeah. oh, customer service.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh wow, OK.
[CUSTOMER][NEUTRAL] Option 4 is customer service. Yeah, yeah. But anyways, I had to tell somebody.
[AGENT][POSITIVE] OK. Yes, indeed. OK. I'm so sorry about that. Uh, if you could verify your mailing address, I'm so sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much for that. Now I can assist you, and you want to tell what your benefits are, is that correct?
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] Right, I wanted to ask you a question. As far as the services, uh, this is only for um the hospital?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me pull up your benefits real quick. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. Now, it, it will not cover for an office visit. It will not cover for that. That could be with your PCP or a specialist.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but if you have services inside the doctor's office or clinic that could be covered, but not the office visit itself.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] See, that's what I thought because I went to the, to the dermatologist, but around a week before that, I had gotten a small surgery on my wrist, and that was taken care of, you know? So, when I went to the um to the dermatologist, I want them to have this in, in, in my record that I have the APL, you know. And so, I guess she called and asked about it and she said that it didn't cover anything that she was gonna
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Take it off my file. So I'm just wanting to make sure that I call them back and let them know to put it on my file that it's not for doctors visits, which I know it's not. So I don't know, she got all confused, the person that was taking care of me.
[AGENT][NEUTRAL] OK, now what date was that? What date of service was that?
[CUSTOMER][NEUTRAL] For the lady that called or the, or the, my service for me. The other is fine, cause I know, which one do you want?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I wanna see the dermatologist visit. Do you have that visit? So I can just check to see if we received that claim?
[CUSTOMER][NEUTRAL] Oh, OK, yeah, let's, yeah, yeah, dermatologist was um [PII].
[AGENT][NEUTRAL] Oh, OK, [PII] this year.
[CUSTOMER][NEUTRAL] Again, mind you, I knew that I wasn't, I knew that I wasn't getting anything done. It was just a regular checkup. I just wanted her to have this in my file.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I guess she thought I wanted her to call it in. I don't know.
[AGENT][NEUTRAL] Let me see here, give me one second, it's called.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I do show that a young lady or a representative called on [PII] asking for benefits. I'm not sure exactly what benefits they were, but um,
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Your plan does not cover for the office visit, but like I said, it does help with services inside the doctor's office. So, yes, ma'am, that, that is a covered benefit and it pays on a per day max.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK. And what is the daily max?
[AGENT][NEUTRAL] OK, let me get that for you, one moment.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] OK. Please note verification of benefits provided does not guarantee payment. We will pay up to $4250 per calendar day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Today, OK. OK, I just wanted to make sure, because like I said, it so happened that I had done a procedure done, uh, a week before, you know, and so she's giving me all this information that I really wasn't looking for because I was just going for my normal checkup, you know, but the person that gave her the information, gave her the wrong information.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Or she took it, you know, she interpreted it wrong. I don't know. But uh anyways, now I'm clear, so it, it's fine with me then.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, yes, ma'am. I'm sorry.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] You're welcome and I'm so sorry you had to hold that long. I'm sorry about that as well.
[CUSTOMER][NEGATIVE] Oh my [PII], yes, I even argued with my son because um he was going to work, and I said, I've been on this phone already for an hour. He says, well, hang up. I said, I'm gonna lose my line, my place on the line, you know, I told him like.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] So he says, oh, I didn't know they put you in a queue. I said, yes, it's a queue. Like I, I call it a line, but still, I was there, but still, I don't know what happened. And usually, those lines hang up after a while. You know, when you've been on queue for a long time, they hang up, but this one wouldn't hang up. So I kept saying, oh, in the next 5 minutes, I cleaned my, my living room, I cleaned that I
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] pulled my sofa from the wall. I pulled the sofa, I pulled my, my, yes, my bar stools, that kind of cleaning I did while I was waiting.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Oh my goodness, and you said you press option 4 for customer service. Oh my goodness, OK.
[CUSTOMER][NEUTRAL] Customer service. Yeah, yeah.
[AGENT][NEUTRAL] Option 4.
[AGENT][NEUTRAL] And just want to make certain that you dialed the.
[CUSTOMER][POSITIVE] It's a good thing that I'm on vacation. Yeah, I dial the same number that I dialed for you, yeah.
[AGENT][POSITIVE] Yes, yes, indeed.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, so I don't know. Like I said, I had to tell somebody.
[AGENT][POSITIVE] Oh, OK, goodness.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] And again, I'm so sorry about that. Oh my goodness.
[CUSTOMER][POSITIVE] All right you have a wonderful day and.
[AGENT][POSITIVE] You as well. Thank you so much for calling APL. Take care.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.