AccountId: 011433970860
ContactId: ce0b4678-bda8-4609-a8ab-062097ed1205
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319720 ms
Total Talk Time (AGENT): 140248 ms
Total Talk Time (CUSTOMER): 108711 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/ce0b4678-bda8-4609-a8ab-062097ed1205_20250319T22:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. Um,
[CUSTOMER][NEUTRAL] I have a question about uh a service. I need to know, um, I was wondering if my plan covers on a, on a, what do you call it, um, my regular insurance won't pay for a certain prescription, and I was wondering if I can use this as a to pay for it.
[AGENT][NEUTRAL] OK, all right. I can help you with your benefits. Can you please give me your policy number?
[CUSTOMER][NEUTRAL] Um, I have a peer ID or the group number.
[AGENT][NEUTRAL] OK, what is your social security number and I can pull in your policy that way.
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, and you said your name is [PII], is that correct?
[CUSTOMER][POSITIVE] Correct. That's correct. We should be tired.
[AGENT][NEUTRAL] OK, Miss [PII].
[AGENT][NEUTRAL] All right, Ms. [PII], can you please um verify your date of birth for me?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] And then also, can you please um verify your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] Um, my phone number is [PII].
[CUSTOMER][NEUTRAL] Not sure about the email address, but it could be under [PII]. Let me just verify.
[AGENT][NEUTRAL] I've got it uh for ECU worldwide.
[CUSTOMER][NEUTRAL] Oh yes. That's, that's me.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you so much. I appreciate you verifying your policy for me. And let me look over here and see if I can pull up any benefits about prescriptions.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this policy.
[AGENT][NEUTRAL] I and this is just to verify your benefits, it's not a guarantee of payment. This policy is a supplemental insurance policy that helps with deductible, co-pay or co-insurance for accident or sickness only for medical.
[CUSTOMER][NEUTRAL] No prescriptions. OK. I was hoping it would.
[AGENT][NEUTRAL] No prescriptions. No, ma'am.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, thank you for checking.
[AGENT][POSITIVE] You're so very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, no, um, I do have one other question. I'm sorry. It, it will cover like regular doctor's appointment, um, uh.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Co peanuts
[AGENT][NEUTRAL] Let me look and see if it has phys uh office visits on this policy. I'm gonna need to pull up your policy and read it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's gonna be just a moment.
[CUSTOMER][NEUTRAL] I, I
[CUSTOMER][NEUTRAL] I'm not sure if I have a copy of that. I probably do, but it's filed away somewhere. I don't even know where it's that.
[AGENT][NEUTRAL] You can get it um if you need to look at it at a glance um through our online service center.
[CUSTOMER][NEUTRAL] Would that be the [PII]? OK, I see that on the card.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yes. Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, if you sign up for that you can um it's also a place that you could file claims if you needed to file claims.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK. That's good to know.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] I haven't used, I only used it once when I had surgery back at uh a year ago, so.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] OK, let me see if office visits.
[AGENT][NEUTRAL] OK, so office visits are not covered on your policy. Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But if you ever do have to go in the hospital, it's a good little policy to have for that and
[CUSTOMER][POSITIVE] Oh gosh, yes, yes, I agree. It, it helped me tremendously last year, so.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am. It's a, it's a, it's a nice little policy.
[CUSTOMER][POSITIVE] I appreciate it.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. Well, if there's anything else I can help you with, Miss [PII] before we go.
[CUSTOMER][POSITIVE] Nope, that's it. Thank you so much for your help.
[AGENT][POSITIVE] You're very welcome. You have a great night and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.