AccountId: 011433970860
ContactId: c081803d-75e3-4fc4-8e32-49273289403e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208929 ms
Total Talk Time (AGENT): 99498 ms
Total Talk Time (CUSTOMER): 97550 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/c081803d-75e3-4fc4-8e32-49273289403e_20250122T14:04_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, [PII], hey, my name is [PII]. Um, I've got kind of a strange question. So, um, I just was elected into office in this, in [PII], and so, um, I got their benefits plan that takes effect on [PII] for me. So yesterday I received in the mail a card from you all showing me what my policy number, group number, um, but I don't know what insurance this is. Is this dental insurance or what exactly do I keep this card for?
[AGENT][NEUTRAL] Well, it would be my pleasure to assist you, Mr. [PII]. What is the policy number listed on the APL card?
[CUSTOMER][NEUTRAL] OK, it's 02586737.
[AGENT][NEUTRAL] Thank you. And can you verify your date of birth and current mailing address, please, sir?
[CUSTOMER][NEUTRAL] Sure, it's [PII], and the mailing address is [PII].
[AGENT][POSITIVE] All right, thank you. And then finally, if you don't mind verifying your email address and phone number.
[CUSTOMER][NEUTRAL] Uh, email should be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and then phone number [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So, Mr. [PII], this is a secondary gap policy.
[AGENT][POSITIVE] And it is going to assist.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, paying your deductible, co-paying co-insurance of your major medical.
[AGENT][NEUTRAL] So anytime you go for medical services, always show your APL card with your primary insurance card.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK, all right, perfect. So we got our, our signal plan last week and there's, there's 4 of us so we had 4 cards because my daughter one daughter's in college, one's about to go to college, um, but this one I only got have 2, so I guess we can just take a picture of it or just give them the.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] We do have a portal.
[AGENT][NEUTRAL] You can go to [PII].
[AGENT][NEUTRAL] On that portal you can create um a login and password, you can print additional cards, you can also click on the policy number to view what's covered under the plan.
[AGENT][NEUTRAL] And then once we receive claims, you can
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Check claim status as well.
[CUSTOMER][NEUTRAL] OK, all right, perfect. All right, I'm, I'm sorry, I just, this thing just came with basically the cards and saying welcome to the plan and I'm like, I don't know what this is for.
[AGENT][NEUTRAL] Welcome to what?
[CUSTOMER][NEUTRAL] Yeah, yeah, no, I appreciate it, but I know who to give this to. OK. Well, good deal. I'll, I'll.
[AGENT][NEUTRAL] Yeah, so anytime you go for medical coverage, the policy pays towards sickness or injury.
[AGENT][NEUTRAL] So
[CUSTOMER][POSITIVE] OK. All right, perfect. All right, I, I'll get this out to the rest of the family and I, I appreciate your help explaining all this.
[AGENT][POSITIVE] Well it's been a pleasure to assist you. Now, if you would like, we can mail additional cards, but you can print them straight from the portal as well.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, I'll just do that.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][POSITIVE] That's got it. Thank you so much.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day. Call us if you need anything. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Alright you too.
[CUSTOMER][POSITIVE] Alright thank you bye bye.