AccountId: 011433970860
ContactId: d7817971-bb5c-4c16-a088-83edfc88d847
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 619700 ms
Total Talk Time (AGENT): 126937 ms
Total Talk Time (CUSTOMER): 351474 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/d7817971-bb5c-4c16-a088-83edfc88d847_20250523T19:52_UTC.wav
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[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] Informat see all I wanna start it.
[AGENT][NEUTRAL] The you.
[AGENT][POSITIVE] Good afternoon thank you for calling APL.
[CUSTOMER][NEUTRAL] Hello? Hello? Yes.
[CUSTOMER][NEUTRAL] Hi, so I'm calling because I'm here with the assistant of the doctor and they were having problems, uh, finding my husband's information. Uh, they, I think they canceled with another, another, uh, company insurance, and now you are the ones that are providing the benefits. Can you please help?
[AGENT][NEUTRAL] What is the policy number in your name?
[CUSTOMER][NEUTRAL] Uh, my name is [PII], and I think they just sent the card on my email.
[CUSTOMER][NEUTRAL] Mm, or they might send it to my insurance.
[CUSTOMER][NEUTRAL] Hi there.
[CUSTOMER][NEUTRAL] I I the OK.
[CUSTOMER][NEUTRAL] Uh, uh-huh. See, I may check and uh-huh 4 OK.
[CUSTOMER][NEUTRAL] OK, so, I think they just sent it to my husband, but
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that's it.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Oh thank you so much. Yes, thank you. I appreciate you. hello.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Is there another one you can, yes, is there another one you can, you can find me, you can find my information because.
[AGENT][NEUTRAL] Do you have to have a social?
[CUSTOMER][NEUTRAL] If I have what?
[AGENT][NEUTRAL] Do you have his social security number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, I do. It's uh the whole thing or the 4 last?
[AGENT][NEUTRAL] Uh, the whole thing, please.
[CUSTOMER][NEUTRAL] OK, that's um.
[CUSTOMER][NEUTRAL] I don't feel I think.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let me see something.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Oh, how old is your baby?
[CUSTOMER][NEUTRAL] He'll be [PII] in August. What is it?
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And that one.
[CUSTOMER][NEUTRAL] Sorry, uh, [PII].
[CUSTOMER][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] So what I.
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] Um, do you have his, uh, what is his name?
[CUSTOMER][NEUTRAL] [PII], that's my husband's name.
[AGENT][NEUTRAL] You said the last name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] He was orthopedic face.
[CUSTOMER][NEUTRAL] Uh, skill trades so.
[CUSTOMER][POSITIVE] See I'm ready.
[AGENT][NEUTRAL] I do not show him in our system. Uh, what's the name of his employer?
[CUSTOMER][POSITIVE] Superior skill chase.
[AGENT][POSITIVE] Superior skill trade.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh one moment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] What I was told is that they used to have, they used to have.
[CUSTOMER][POSITIVE] They used to have I IPAI as insurance, but now, but now they have you, I think benefits in the car.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] I like
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Which are the same.
[CUSTOMER][NEUTRAL] I, uh, yeah, yeah, and then.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So their aura which I
[CUSTOMER][NEGATIVE] yeah yeah yeah oh no no.
[AGENT][NEUTRAL] OK, I think I found it. Uh, verify your date of birth for me, please.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Well you mean wait wait one sec, OK, so look.
[CUSTOMER][NEUTRAL] OK, yeah, or I put the mas the mask. I don't I must start to the.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Ma, are you mad?
[CUSTOMER][NEUTRAL] me one sec. I'm I'm, I'm here. I wait.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] My, I asked my husband to send me the card. They, they got it. OK, APL American Public, OK, I got the name and everything, the insurance, the card, OK, I got the card, OK.
[AGENT][NEUTRAL] OK, and I'm sorry, verify your date of birth?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] What is it?
[AGENT][NEUTRAL] What's your date of birth? I see you on the policy.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, I am. Uh, my name is [PII] spells very weird, [PII].
[AGENT][NEUTRAL] OK. What's your date of birth?
[CUSTOMER][NEUTRAL] Mine is uh [PII].
[AGENT][NEUTRAL] OK, thank you. And you say you're calling to make sure if the policy was active?
[CUSTOMER][NEUTRAL] Yes, it, it was active. It's just that um they said it wasn't because we were calling the other insurance, not you, because we weren't aware of this change.
[AGENT][NEUTRAL] OK. Well,
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] I'm showing this policy became active as of [PII] of this year.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Correct. Yes, correct. And the thing is that um.
[CUSTOMER][NEUTRAL] We were calling the other insurance, not you, because we didn't have this information. We now have it now that's all I needed and the and the benefits because my, my baby was seen for medical, not for vision, and I actually want to remove vision because we don't need vision. No, none of us need glasses or anything like that. What he needs is a was a doctor like um because he has a, what's it called?
[CUSTOMER][NEUTRAL] Uh, [PII], which is a bump in the eye, but that's medical, not, not for vision. We don't need glasses, not my husband, not I, nor, nor my baby.
[AGENT][NEUTRAL] Well, we don't offer vision insurance, so your husband will have to contact benefits and a card and they can verify that or remove it. But as far as your medical policy, I don't see your child on the plan. I just see you and your husband on the policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, it's a
[CUSTOMER][NEUTRAL] Well, he should be there because he, he was there before, or and it says coverage family, but in
[CUSTOMER][NEUTRAL] He's been paying for family and I, I had him on the other insurance. Can, uh, can I give you my baby's information or, or is it another way to check?
[AGENT][NEUTRAL] Uh, you may, hold on one second.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Uh, your husband would need to contact benefits in a card if he's want to have a child added, they can, uh, you can give them their his name and date of birth, and that way when they send us that information, we can have it added on to the system.
[CUSTOMER][NEUTRAL] OK. All right, well then, thank you, I guess um I'll, I'll ask him to do that.
[AGENT][NEUTRAL] Do you have their phone number?
[CUSTOMER][NEUTRAL] Uh, let me have it just in case, um, but I regar like.
[AGENT][NEUTRAL] OK, let me know when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Let me have the number. I'm ready.
[AGENT][NEUTRAL] Uh, uh, phone number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] OK, well then thank you in this case and uh I appreciate your help. I will call them to see what why why my baby is not in the in the plan since he was in the beginning with the other insurance and uh she should, he should be in it because he we're paying family.
[AGENT][NEUTRAL] I understand, but they are the ones you can talk to and they will have to send us information having uh that child having the child that you added, even though I do show family coverage, they will have to send us over information with your child's name and date of birth, so we can put them in the system.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] Yes, ma'am. Uh, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] You too bye.