AccountId: 011433970860
ContactId: ccb075a7-5c8c-4ac1-809b-95f1bdf766b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301350 ms
Total Talk Time (AGENT): 167899 ms
Total Talk Time (CUSTOMER): 65638 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/ccb075a7-5c8c-4ac1-809b-95f1bdf766b9_20250131T20:06_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I wasn't sure if the ATL would cover, um, my son. I have to get him like inserts for his because he has flat feet and they're not covered by Mericane, so I didn't know if, um.
[CUSTOMER][NEUTRAL] It's like the difference would be covered through APL.
[AGENT][NEUTRAL] OK, so you're the insured and you have a question on your benefits, is that correct?
[CUSTOMER][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am. Well, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Um, my name is [PII].
[AGENT][NEUTRAL] So, will you please spell your last name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And your callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am.
[AGENT][NEUTRAL] Thank you. And what is your policy number please, [PII]?
[CUSTOMER][NEUTRAL] The 3rd or the payee or?
[AGENT][NEUTRAL] Your policy, your policy certificate number.
[CUSTOMER][NEUTRAL] In hospital or outpatient?
[AGENT][NEUTRAL] If you'll notice the first part of both of those numbers is identical, that's your actual policy number. The ML 7 and 8 just differentiate between inpatient and outpatient, so you can give me either. It doesn't matter.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 0, OK, right. 02268005.
[AGENT][NEUTRAL] OK, thank you. So give me a moment please to get your information pulled up and then I will have to verify several things with you first for security and also [PII], any information that I provide for you today would be a verification of benefits and not a guarantee of payment. So first off, if you will please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number that we should have, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you and lastly your email address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] Now [PII], have you ever, while I'm getting your other information pulled up, have you ever set up your profile in the APL online service center so that you can have access to your ID cards, your policy information, and also claims information online?
[CUSTOMER][NEUTRAL] Um, no.
[AGENT][NEUTRAL] OK, I can email you the user guide that gives you the instructions on how to set up your profile and then it also explains the different things that you can do within the portal once you have that profile set up so I'll I'll send you that in just a moment, um, as a matter of fact, while the others loading let me go ahead and just send you that.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and so the email that you're gonna be receiving from me, [PII] is going to come from [PII]?
[AGENT][NEUTRAL] And I am putting [PII] in the subject line for you so that you can recognize that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And I just want to reverify the spelling on your last name. Is it [PII]? Is that correct?
[CUSTOMER][NEUTRAL] Uh-huh. Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so now on the, on your policy, this is a supplemental policy to your primary health care insurance, and did you say that your primary insurance company was not covering?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] The expense, the inserts that it's not covered by them.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so anything that is not covered by your primary would also not be covered under this plan.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] This policy, OK, you're welcome. So can I help you with anything else today?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Alright, well, you're welcome and thank you again for calling APL. Have a wonderful weekend.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Uh huh bye bye.