AccountId: 011433970860
ContactId: cfd6c46c-bafe-4d2a-b95e-bcdf523a9a8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 685109 ms
Total Talk Time (AGENT): 256026 ms
Total Talk Time (CUSTOMER): 256981 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/cfd6c46c-bafe-4d2a-b95e-bcdf523a9a8d_20250530T13:47_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's [PII]. I have a few questions about we, we're just now switching to this insurance, um, so I'm just trying to figure out how it works.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh yeah, yeah, like where do I start? I'm used to the, you know, Blue Cross Blue Shield where you have copays and things such as that. So can you tell me how this is different? Um, I'm trying to decide.
[CUSTOMER][NEUTRAL] Between the VIP Classic and the Pro, and I have babies, so we make routine wellness checkups, you know, like for my [PII], he'll get his vaccinations. I'm trying to figure out if that'll be covered.
[AGENT][NEUTRAL] All right, Ms. [PII], um, do you happen to have the policy number already?
[CUSTOMER][NEUTRAL] Um, let me see in the email.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hold on just a second, sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You ready? It's uh the employee ID is D49.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, yeah, well,
[AGENT][NEUTRAL] Um, that will be a policy number or certificate number that should um start with 02.
[CUSTOMER][NEUTRAL] Is that wrong?
[AGENT][NEUTRAL] Do you happen to see anything? Yes.
[CUSTOMER][NEUTRAL] 02 OK I'm sorry I'm looking at the card they sent me yesterday.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, let's see, because that's the member ID?
[CUSTOMER][NEUTRAL] Hold on, would it be on the, the superior trades?
[CUSTOMER][NEUTRAL] Like, maybe.
[AGENT][NEUTRAL] Um, yes, it could be and it could um also reference it as policy certificate number or certificate number ID.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, sorry, let me try to log on here.
[AGENT][NEUTRAL] Or if it's easier for you, um, we can look it up uh using your social security number if you are OK with it.
[CUSTOMER][NEUTRAL] Oh that's fine mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, it's under my husband's, but I'm, I'm on the plan. Do you just want my social or his?
[AGENT][NEUTRAL] Um, it would be his.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and allow me just a second while the system tries to search it up.
[CUSTOMER][NEGATIVE] Now it's not letting me get on the the portal.
[CUSTOMER][NEUTRAL] Oh yeah, yeah.
[AGENT][NEUTRAL] All right, I think I have it pulled up and just for verification steps, um, let's see really quick. Um, can you verify uh your date of birth and address, please?
[CUSTOMER][NEUTRAL] Yes, my date of birth is [PII] and address is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you very much and I do have it here, um, pulled it up. Um, and we have different policies um for you and your spouse. On which policy are we requesting the information?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What do you mean different policies?
[AGENT][NEUTRAL] Um, we have a hospital indemnity, accident, um, short-term disability, um, and dental.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Is there
[CUSTOMER][NEUTRAL] The vision on there too in medical.
[AGENT][NEUTRAL] Um, no, we do not handle vision. Um, and as medical, we only have the, um, hospital indemnity.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well I'm trying to do the medical part.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I guess
[CUSTOMER][NEUTRAL] What is that? the the multi plan they have us on the VIP basic VIP Pro.
[AGENT][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, all right. OK, so as
[CUSTOMER][NEUTRAL] I'm trying to ask questions about that.
[AGENT][NEUTRAL] Yes, I understand. OK, as for the um multi plan um for this policy, unfortunately we don't have the list of the benefits, um, but I can provide the phone number that you can reach out to.
[CUSTOMER][POSITIVE] OK, that'd be great.
[AGENT][NEUTRAL] Mhm. And let me know whenever you're ready.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, that will be 1800.
[CUSTOMER][NEUTRAL] 1800
[AGENT][NEUTRAL] 47.
[CUSTOMER][NEUTRAL] 427.
[AGENT][NEUTRAL] 48.
[AGENT][NEUTRAL] 97.
[CUSTOMER][NEUTRAL] 04
[AGENT][NEUTRAL] Mhm. 97.
[CUSTOMER][NEUTRAL] OK, I'm sorry, can you repeat all that again?
[AGENT][NEUTRAL] Yes, you're 497.
[CUSTOMER][NEUTRAL] 1800.
[CUSTOMER][NEUTRAL] 497.
[AGENT][NEUTRAL] 48
[AGENT][NEUTRAL] 5656.
[CUSTOMER][NEUTRAL] 48
[CUSTOMER][NEUTRAL] 556 OK 18004974856.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, that is correct. Um, and I see here listed that is the 2 classic, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yes, it says we have classic right now um I'm trying to decide if I'm doing the classic or the pro I guess I'm just trying to figure out what.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They they entail so.
[AGENT][NEUTRAL] Mhm. All right. And as for the um dependent, do we have multiple dependents listed?
[AGENT][NEUTRAL] Or would it be just the newborn?
[CUSTOMER][NEUTRAL] Yes, it
[CUSTOMER][NEUTRAL] No, it's me.
[CUSTOMER][NEUTRAL] Obviously it's my husband then it's me, my daughter and my son.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, because I do see here that um it does show that it is family coverage but it's not listing the dependents. I will check right um really quick in the website and see if um they are listed there. Uh, let's see.
[CUSTOMER][POSITIVE] OK, yes, please do because everything.
[AGENT][NEUTRAL] So I can add it to the policy. Mhm.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] So we have it listed on our side here.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm what are you do[PII]? I'm on the phone, really? Mm.
[CUSTOMER][NEUTRAL] But where's my uncle from?
[CUSTOMER][POSITIVE] I'll be quiet, OK. That was my favorite and I. Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I'm coming up the next day. Yeah, baby, hold on just a second. OK.
[CUSTOMER][NEUTRAL] Mom, I'm hungry. Oh my baby, I'll fix breakfast and.
[AGENT][NEUTRAL] OK, I was able to pull up the policy.
[CUSTOMER][NEUTRAL] OK. Can I have some.
[AGENT][NEUTRAL] And I am trying to find the dependence. OK. Um, I do see here, um, just to verify that we have the information correct. Um, is it, um, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's her full name's [PII], so, but yes, that's it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm, and [PII], um we have here [PII].
[CUSTOMER][NEUTRAL] Yeah, the 2nd.
[AGENT][NEUTRAL] OK, the second here, and can you verify the date of birth for me please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, [PII], um, her date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And [PII], his is um [PII].
[AGENT][NEUTRAL] All right, we do have them correct here, um, and I will go ahead and work on these policies and list them, uh, list them under them, um, but as for our side, um, we have everything in here and again the phone number that you will have to um reach out is that, um, that one that I provided.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, and so yeah, we want the family plan on everything that has the option for family so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, yes, yes.
[CUSTOMER][NEUTRAL] And what's y'all's number in case I ever need to call you Miss [PII]?
[AGENT][NEUTRAL] Um, alright, for our customer service, in case, um, let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let me know whenever you're ready.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] OK [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright thank you so much.
[AGENT][POSITIVE] You're welcome, and I will take care of the um listing of the dependents.
[CUSTOMER][POSITIVE] Thank you, Ms. [PII]. I really appreciate it.
[AGENT][POSITIVE] You're welcome. I hope you have a nice day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thanks.