AccountId: 011433970860
ContactId: ccd7a113-b0b0-422e-a74a-2350d9d644be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 397670 ms
Total Talk Time (AGENT): 128782 ms
Total Talk Time (CUSTOMER): 201430 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/ccd7a113-b0b0-422e-a74a-2350d9d644be_20250617T19:00_UTC.wav
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[CUSTOMER][NEUTRAL] point.
[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] See, OK.
[CUSTOMER][NEUTRAL] I'm sorry, your name again?
[AGENT][NEUTRAL] Um, it's [PII]. Um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] I love it [PII] OK, it sounds like you said easy. That'd be nice too, but anyway, I'm calling to ask a question, ma'am. Uh, we were out of town and when we're out of town, we weren't able to get the cards that was mailed to us and of course when we returned the um cards were in the mail, but in the meantime and in between time we had to make a visit a visit at urgent care.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Now the, the insurance was active because it says it here on the card. My question to you is, if we had to pay out of pocket for a visit, would our insurance be able to pick that up and pay for that visit?
[AGENT][NEUTRAL] Um, yes, ma'am. This urgent care is covered under your policy. I can check for you. Um, could I get your name first and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Oh absolutely phone number you can call would be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Did you get that EV?
[AGENT][NEUTRAL] Yes, I got it. And your name, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII], and I'm uh the person's um sister.
[CUSTOMER][NEUTRAL] His name is [PII]
[CUSTOMER][POSITIVE] Speedly, [PII] and I have a, you know, a number for you or something if you need it on these cards here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I need the outpatient certificate number. That's the policy number.
[CUSTOMER][NEUTRAL] OK, and I'm gonna find that policy number.
[CUSTOMER][NEUTRAL] Um, OK, there it goes. 026.
[CUSTOMER][NEGATIVE] It's so small. 33476.
[AGENT][NEUTRAL] OK. One moment, please.
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] Mhm. No problem.
[CUSTOMER][NEUTRAL] That's why.
[CUSTOMER][POSITIVE] a good girl.
[AGENT][NEUTRAL] OK, I found him in our system. Um, is he there to give you permission to speak on his behalf?
[CUSTOMER][NEGATIVE] Well, truthfully speaking, ma'am, unfortunately, my brother passed away.
[AGENT][POSITIVE] Oh, I'm sorry to hear that.
[CUSTOMER][NEUTRAL] I know, my dear, but that was the start of it. We had to go to the urgent care and we didn't have the cards because we didn't have them, so we had to pay out of pocket. So all we would like to know is if you would reimburse us for the money that we had to pay. We have the bill and everything.
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And actually, under this policy, I will need to get you over to a different department where they can further assist you and they should be able to assist you with a general question like that. If you don't mind holding, I'll get you transferred.
[CUSTOMER][NEUTRAL] Wait, wait, no, wait, let me just ask you one more thing because maybe that's the same people you transfer me to because at least I'm, I'm able to talk to you EV. The thing is too, um, the ambulance was called and because we didn't have the card, I don't know if the ambulance service would be covered also under this same coverage so I just figured I would ask you that real quick while I had you on the phone because they sent us a bill as well.
[AGENT][NEUTRAL] OK, no, ma'am. I would have to get you over to a part this department where they actually pay these claims, process and pay them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's fine. OK, Evie, that's fine. Thank you so much.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, no problem. Is there anything else I could assist you with?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] No, my darling, you've been kind enough to us at this time. You have a good day.
[AGENT][NEUTRAL] You do the same. Thank you for calling APL and one moment, please.
[CUSTOMER][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] Purring
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Um, hi, [PII]. This is [PII].
[CUSTOMER][NEUTRAL] Hi. How are you today?
[AGENT][POSITIVE] Hey, I'm good. How are you doing?
[CUSTOMER][POSITIVE] I'm good. How can I help you this afternoon?
[AGENT][NEUTRAL] OK. I have a um member sister on the line. Um, she said that the member um is a brother, and her brother recently passed away and um she just had some general questions to ask about this policy. Would you be able to further assist her? I know.
[CUSTOMER][NEGATIVE] Oh, I can't
[CUSTOMER][NEUTRAL] Um, Ey, have we received the death certificate?
[AGENT][NEUTRAL] No, she said it.
[CUSTOMER][NEUTRAL] I can't provide the sister any information until we get that. We can't provide any information on the policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] At all, but I would be happy to tell her that we'll have to receive that.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Yeah, I can't provide her any information.
[AGENT][POSITIVE] All right. I'll get her transferred. Here she is. Thank you.
[CUSTOMER][NEUTRAL] Um, what's the policy num? Ay, what's the policy number?
[AGENT][NEUTRAL] Oh, the
[AGENT][NEUTRAL] It is 02633476 for [PII].
[CUSTOMER][NEUTRAL] Alright, hold on one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And who was on the line?
[AGENT][NEUTRAL] This is his sister [PII]. She's asking about urgent care visits. She just wanna know if that's covered and for ambulance services. She said that that was the beginning of.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What eventually happened to her brother, so.
[CUSTOMER][NEUTRAL] OK, um, and what's her last name?
[CUSTOMER][NEUTRAL] Did she give you that?
[AGENT][NEGATIVE] No, she didn't give me that.
[CUSTOMER][NEUTRAL] And what's the callback number for [PII]?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, alright, and did you verify all his information?
[CUSTOMER][NEUTRAL] That's on file?
[AGENT][NEGATIVE] No, I didn't even, I didn't get to that point.
[CUSTOMER][NEUTRAL] Address.
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK. Yeah, I'll be happy to talk to her. Yeah, I can talk to her.
[AGENT][POSITIVE] OK. Here she is, [PII]. Thanks a bunch.
[CUSTOMER][POSITIVE] All right. You're welcome, [PII]. Thank you.
[AGENT][NEUTRAL] Bye, here she is.
[CUSTOMER][NEUTRAL] Mm bye. OK.