AccountId: 011433970860
ContactId: d3d877b6-388c-4b9e-9e58-86b43f3d3254
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225300 ms
Total Talk Time (AGENT): 101705 ms
Total Talk Time (CUSTOMER): 156177 ms
Interruptions: 6
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/d3d877b6-388c-4b9e-9e58-86b43f3d3254_20250625T19:24_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Good good. Good afternoon. Um, I have, um, the APL gap insurance, and I haven't used it all year. I haven't received the card, so I'm not sure what it would cover.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] I'm sorry, spell your name for me, please.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh last name is [PII] N. First name is [PII] A.
[CUSTOMER][NEUTRAL] [PII] R.
[AGENT][NEUTRAL] I'm sorry, spell the first name again?
[CUSTOMER][NEUTRAL] [PII] A.
[AGENT][POSITIVE] OK, thank you. Give me one moment please.
[CUSTOMER][NEUTRAL] You're not, um, we're not sure so they don't have, so, um, most of the furness over time has been very busy so.
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, email is [PII]. Uh, just [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And you say you haven't received your card, but I can send a request to have that mailed out to you. Uh, but you said you want to know what the policy covers as well, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, I've never used it. I forgot I had it. I was looking at my benefits right now, and I'm like, oh my God, I've been paying for a job for a year, and I don't even know what it covers. I haven't used it.
[AGENT][NEUTRAL] OK, yes, ma'am. Uh, what the policy is is is a secondary supplemental plan. It is used to help with your primary insurance deductible, co-pay or co-insurance for services inpatient or outpatient. Um, outpatient being in the ER, urgent care, ambulatory surgery center, MRI or imaging center.
[CUSTOMER][NEUTRAL] No that's that's because we have.
[CUSTOMER][NEUTRAL] OK, so it, it would cover my co-pay.
[AGENT][NEUTRAL] For outpatient or in hospitals. It doesn't cover co-pay for an office visit, but only for outpatient services or if you're confined as inpatient in the hospital.
[CUSTOMER][NEUTRAL] OK, so, so this is just like um if I'm in the hospital or I have to come in to get, for example, an MRI or something.
[AGENT][NEUTRAL] Uh, yes ma'am, and you'll be able to give this information to him and just let him know it's secondary.
[CUSTOMER][NEUTRAL] One second right now so that uh you know because.
[CUSTOMER][NEUTRAL] I'm not.
[AGENT][NEUTRAL] But I have sent a request for your cars to be mailed.
[CUSTOMER][NEUTRAL] OK, OK, can you also email me the information on that?
[CUSTOMER][NEUTRAL] Like that, I guess what, you know.
[AGENT][NEUTRAL] Your policy.
[CUSTOMER][POSITIVE] Like what it covers and what not.
[AGENT][NEUTRAL] Uh, yes, ma'am. And also just to let you know, we do have an online service center where you can set up an account to view your policy as well. Um, and that site is at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] And I will send a request for your policy to be mailed as well.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] OK, it's
[CUSTOMER][POSITIVE] Alrighty thank you.
[AGENT][POSITIVE] Yes, ma'am. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Alright, so
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] Yes ma'am, thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.