AccountId: 011433970860
ContactId: bf5916af-a331-4d62-bd78-43c94cab615c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 601169 ms
Total Talk Time (AGENT): 301523 ms
Total Talk Time (CUSTOMER): 363160 ms
Interruptions: 23
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/bf5916af-a331-4d62-bd78-43c94cab615c_20250425T13:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is Lindon customer services. How are you?
[AGENT][POSITIVE] Hey, hey, [PII]. I'm good. How are you today?
[CUSTOMER][NEUTRAL] I'm good. Um, I do have an insured on the phone and let's see, he's needing to see what's covered as far as a CT scan.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and what's his policy number?
[CUSTOMER][NEUTRAL] His policy number is 261.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 7458
[AGENT][NEUTRAL] All right, just one moment.
[AGENT][NEUTRAL] So he's just needing benefits for a CT, is that correct?
[CUSTOMER][POSITIVE] Correct. Mhm.
[AGENT][NEUTRAL] All right, let's see.
[CUSTOMER][NEUTRAL] And it'll be on his son.
[AGENT][NEUTRAL] OK, and did you verify any of their information?
[CUSTOMER][NEUTRAL] I verified everything.
[AGENT][NEUTRAL] All right. Well, uh, and of course, there's no policy.
[CUSTOMER][NEUTRAL] And the number he's calling from is this good.
[AGENT][NEUTRAL] And of course, there's no policy er.
[CUSTOMER][NEUTRAL] Yeah, it was just issued this week.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, well then give me a second, [PII] to see if I can locate, give me just a moment.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] And this is a new group too so it's.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I'll see if I can find another policy that's maybe in.
[CUSTOMER][NEGATIVE] Damaged
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, here's one that's got a policy certificate imaged.
[AGENT][NEUTRAL] OK, alright, what's that number, [PII]?
[CUSTOMER][NEUTRAL] I see here's this.
[CUSTOMER][NEUTRAL] And it's the same benefit uh 261.
[CUSTOMER][NEUTRAL] 5695
[AGENT][NEUTRAL] How did you locate that so quickly?
[CUSTOMER][NEUTRAL] Uh, I looked up the group and then.
[CUSTOMER][NEUTRAL] Uh, just look.
[AGENT][NEUTRAL] Uh, just played around and see which one was in on base.
[CUSTOMER][NEUTRAL] It was the first, yeah.
[AGENT][POSITIVE] Well, that was perfect timing because that's usually what I do as well. So, uh, OK, alright, let me get this loaded right quick.
[CUSTOMER][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It happened to be the first one on the list, so yeah.
[AGENT][NEUTRAL] Now, that's a rarity. Usually, it takes me a few minutes to find one that's, that's been issued. That's why I said, how do you do that so quick?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK, so it's a CT scan.
[CUSTOMER][NEUTRAL] Your son wasn't in that, that all that on [PII] yes last, last night, was he?
[AGENT][NEUTRAL] No, no, he wasn't thinking, well, let me put it like this, not to my knowledge, but there's a lot of things he does this, these days that um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't know about
[CUSTOMER][NEUTRAL] Yeah, and there was a lot of surrounding areas that came up for that, so that was.
[AGENT][NEUTRAL] Cause I just have to
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][MIXED] Yeah, it's scary, but it's, it's a good thing I got him, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Exactly. Exactly. OK, well, you can go ahead and transfer Mr. [PII], and I'll be glad to help him.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, thank you, and here he is. It's uh I don't have upstairs.
[AGENT][POSITIVE] All right, thank you. Have a good day.
[AGENT][NEUTRAL] Hi, Mr. [PII].
[CUSTOMER][MIXED] I was up there, but they I'm doing fine. How are you? I can't use this for the heat because it's gonna turn on to the [PII].
[AGENT][NEUTRAL] Hi, this is [PII] with APL. How are you doing today?
[AGENT][NEUTRAL] I'm doing fine, thank you. So, um, [PII] stated that you were trying to find out what the benefits would be on this policy for a CT scan for your son. Is that correct?
[CUSTOMER][NEGATIVE] Oh this shit fucking $1200 a month, yeah, I ripped the break around the wall. Don't be somebody kick off and we'll stay off 5 minutes and go back to the emergency again. I feel, and I'll and I I just break off the wall. I don't know. I'd rewire because I got my dried off the wall. I'm gonna get the waiter off the wall and then that's what what I'll do.
[AGENT][NEUTRAL] OK, so, all right, Mr. [PII], so any information that I do provide for you will be a verification of benefits and not a guarantee of payment. So on this limited benefit plan for a CT scan the benefit amount.
[CUSTOMER][POSITIVE] Hey, wow, that's so much $1200. That's a 4 time. I bet that's gonna be 220K in it. Well, one thing that was funny because a lot of people stay on in a month. I don't use the heat up then I didn't put a well.
[AGENT][NEUTRAL] Is $100 per day, with a maximum of 1 day per calendar year per covered person.
[AGENT][NEUTRAL] So make sure that you present your APL information to the facility when you go or when he goes.
[CUSTOMER][NEUTRAL] So when I got that I will say that.
[CUSTOMER][NEGATIVE] This one in my house. Yes, I was supposed to be getting uh uh you mean like the card that's what you said yeah, in a damn um.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Well, yes, give them your APL policy number along with our phone number if you don't already, you know, if you don't have your ID card because this policy was just issued. Let me check to see if that card is available to you yet.
[CUSTOMER][NEUTRAL] They have the old one was they was [PII], and that just to give the man I think it's just old killing anyway.
[CUSTOMER][NEGATIVE] It, it hasn't. I just, I just asked the lady in customer service. She said she was emailing, but I, I haven't received it yet. I haven't received the email yet. I already know what was wrong with the heat pump when I moved first Monday 810 month every month.
[AGENT][NEUTRAL] Oh, OK. She checked it.
[AGENT][NEUTRAL] Oh, OK, well, if she said that she was.
[AGENT][NEUTRAL] OK, so I will.
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] Now I'll be happy to go ahead. I'm gonna email you. I can email it to you as well. You may get it twice, but since you and I are on the phone, I'll go ahead and send that and then also Mr. [PII], I'm going to include in that email um our user guide for our portal called the online service center.
[CUSTOMER][NEUTRAL] And uh I keep looking. I was working on the hot water on the furnace and I see water dripping the hammer and that's the ham comes around underneath the hot water heater hot water heater bottle just out dripping.
[CUSTOMER][NEUTRAL] And try to keep my water warm, drip drip, drip drip. I ripped it to tank out that all stay for that. I ripped it out and put one of them tankless water heers in and my bill was down to 400 a month next month.
[AGENT][NEUTRAL] And that just explains how to set up your profile and it also will tell you the different things that you can do within that portal. So if you would just verify your email again for me so that I can make sure that this is correct.
[CUSTOMER][NEUTRAL] The tanks. It's more power. It's like a, you know, had to have 250 amp breakers on it.
[CUSTOMER][NEGATIVE] And the other one is the one, but it don't run unless you turn it on. When you turn it on, it automatically. [PII]. Yeah, I said no fuck that. I won't get the tanks because it was about the same price for the tank. The time you buy a tank and and look up everything I put that in when it comes out pretty simple. It was the digital, all that digital shit.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, all right, so just that's what I show. So one moment.
[CUSTOMER][NEUTRAL] Run the wires. Um, it's got two elements. When we go this got two wires goes out. It's got two elements on it, 40s. It's like it's gonna be so many challenges degrees.
[CUSTOMER][NEGATIVE] All the way. I'll never go back to you. Then I had all the extra room on there and all the food, to be honest.
[CUSTOMER][NEUTRAL] Where, where is the pipe at like?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Right when you guys do that damn blue door into the recycling room.
[AGENT][NEUTRAL] Alright, so Mr. [PII], I'm sending you the email right now. The email is going to come from [PII].
[CUSTOMER][NEGATIVE] The gas not that much.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] You get that rush you.
[CUSTOMER][NEGATIVE] Mhm. That's not good to burn it.
[AGENT][NEUTRAL] And I did put APL in your subject line, so if you want to give it just a second and then you can check it to see and make sure that you did receive it.
[CUSTOMER][NEGATIVE] That's the whole I think fell off's fallen down, but hasn't been so right there don't have it or if y'all got stuff up as um we ain't gonna should have to.
[CUSTOMER][NEUTRAL] I just walk out there. Mostly plants don't get that real gas, you know. That's really to pop off because then you know resistance on it just pop loose and vibrate loose.
[CUSTOMER][NEUTRAL] And put the rubber gas gun need to stop leaks and we have to stay on our business.
[CUSTOMER][NEUTRAL] It's a car can slide but if you get shut the cart on about me.
[CUSTOMER][NEUTRAL] Mm mm mm mm.
[AGENT][NEUTRAL] I don't think that it will go to your, yeah, I don't, I don't think it should go to your junk or spam folder. However, if you, you know, if you haven't gotten that in your inbox in just a minute, again, it's gonna come from care team at [PII].
[CUSTOMER][NEUTRAL] I haven't seen it yet.
[CUSTOMER][NEUTRAL] It doesn't go straight, doesn't it?
[CUSTOMER][NEUTRAL] The $3.
[CUSTOMER][NEUTRAL] You had the uh.
[CUSTOMER][NEUTRAL] The proper phone number?
[AGENT][NEUTRAL] Sir,
[CUSTOMER][NEUTRAL] Yeah, my correct phone number?
[CUSTOMER][NEUTRAL] Yeah, my correct phone number?
[AGENT][NEUTRAL] Did she not verify that?
[CUSTOMER][NEUTRAL] Uh, I can't remember if she did that, but.
[AGENT][NEUTRAL] OK, so give me just a moment.
[AGENT][NEUTRAL] Bear with me just a second.
[AGENT][NEUTRAL] OK, so if you'll go ahead and verify your phone number for me.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir, that is what we show. Now, I did not text that to you. I can't text it, but I did email it to OK, [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, it, it should be
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, it does show that it was sent.
[CUSTOMER][NEUTRAL] I think it just arrived. [PII]. I got it.
[AGENT][NEUTRAL] Uh, well, that is from [PII]. So, yes, sir, you should also, that is the lady that you first spoke to. So you should also be getting another one and you may have to just refresh your.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me do a little, huh.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Because I know they had a lot of.
[AGENT][NEUTRAL] Email, but the other one will also come from care team.
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] It's just it's gonna come from [PII]. Yes, sir.
[CUSTOMER][POSITIVE] OK great sounds good.
[AGENT][NEUTRAL] OK. Well, is there anything else I could help you with this morning?
[CUSTOMER][POSITIVE] That sounds great.
[CUSTOMER][POSITIVE] I know you did a great job. Thank you very much.
[AGENT][POSITIVE] Oh, well, you are certainly very welcome and thank you again for calling APL Mr. [PII]. I hope that you have a wonderful weekend.
[CUSTOMER][POSITIVE] He's uh Tuesday next week. He got next week. OK, thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye.
[CUSTOMER][NEUTRAL] I don't know what he does.
[CUSTOMER][NEUTRAL] They're gonna live down around the truck, yeah.
[CUSTOMER][NEUTRAL] Is that people do.
[CUSTOMER][NEUTRAL] So that's