AccountId: 011433970860
ContactId: d9cb73c0-0d9e-4ffb-854a-4a0176e2b0a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355700 ms
Total Talk Time (AGENT): 116895 ms
Total Talk Time (CUSTOMER): 105830 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/d9cb73c0-0d9e-4ffb-854a-4a0176e2b0a2_20250512T14:24_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and uh.
[CUSTOMER][NEUTRAL] I was trying to see if I can get my medical card. um, I just tried to make an appointment with a GI specialist and they're saying that my name doesn't, I don't have no type of insurance on file.
[AGENT][NEUTRAL] OK. Do you have your policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Or I can look it up by your social.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, [PII], yes.
[AGENT][NEUTRAL] Uh, it has to be 9 digits.
[AGENT][NEUTRAL] 28.
[CUSTOMER][NEUTRAL] You said policy number 12345678.
[AGENT][NEUTRAL] Oh, OK. Is that your policy number? OK. I thought that you were giving me your social.
[AGENT][NEUTRAL] Sorry, let me look that up real quick.
[AGENT][NEUTRAL] And could you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your address?
[CUSTOMER][NEUTRAL] [PII], that's [PII].
[AGENT][NEUTRAL] OK, thank you. And then lastly your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then just in case we get disconnected what's your telephone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. OK, needing an ID card, is that right?
[CUSTOMER][NEUTRAL] Yes, a medical card.
[AGENT][NEUTRAL] OK, it looks like this is for your dental policy. Let me see.
[AGENT][NEUTRAL] Your medical is
[AGENT][NEUTRAL] OK, and you want me to get it emailed over to that email address you provided, [PII]?
[CUSTOMER][NEUTRAL] Uh yes ma'am.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. I'll get that email.
[CUSTOMER][NEUTRAL] Does that does that.
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] Yes, go ahead.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Is the GI specialist uh in my network?
[AGENT][NEUTRAL] Uh, so this is like a limited hospital indemnity plan, so you don't have a network?
[AGENT][NEUTRAL] Um, let me pull it up though and
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Make sure and see what's covered. Um.
[AGENT][NEUTRAL] Um, anything I quote is not a guarantee of payment. It's a basic outline of your policy.
[AGENT][NEUTRAL] Uh, for your physician office visits.
[AGENT][NEUTRAL] This plan pays a maximum of $75 per day for 6 visits per year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what type of insurance is this then? I was just, you know, just curious.
[CUSTOMER][NEUTRAL] If you're just saying it pays.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] It's like a limited hospital indemnity plan, so it's a limited medical plan.
[AGENT][NEUTRAL] It it's not like a major medical, um, it's, it's a limited plan. So, let me see if you have anything else.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you also have another policy, let's see.
[AGENT][NEUTRAL] There's a group critical illness.
[CUSTOMER][POSITIVE] Hey how you doing right.
[AGENT][NEUTRAL] Um, you have a critical illness, but that pays for like, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It has to be specific diagnosis, so it has to be a critical illness.
[AGENT][NEUTRAL] Something like heart attack or stroke.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] like, I hate it, yeah, but I've been off work. Exactly. I ain't got nothing, you know, you're sitting around, nothing to do with right. Exactly. I'm gonna see you in a minute though, alright.
[CUSTOMER][NEUTRAL] I'm sorry, ma'am. Go ahead.
[AGENT][NEUTRAL] That's OK. um, do you want me to send you a copy of like the schedule of benefits that shows what's covered?
[CUSTOMER][NEUTRAL] Uh, yes, and send me the ID card as well.
[AGENT][NEUTRAL] OK, yeah, I'll get that sent over.
[CUSTOMER][NEUTRAL] But you didn't see it.
[CUSTOMER][NEUTRAL] You didn't see anything about uh oh you said I don't have a network.
[AGENT][POSITIVE] That's correct. You can see any anyone you like.
[CUSTOMER][NEUTRAL] OK, cool, yeah, if you can just send the ID card and uh other stuff you was.
[CUSTOMER][NEUTRAL] Just talking about
[AGENT][NEUTRAL] OK, I'll send that over um just give me a few minutes.
[CUSTOMER][POSITIVE] All right, thank you so much, ma'am.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][NEUTRAL] Oh, that's it.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] Alright you too bye.
[AGENT][POSITIVE] Thank you, bye bye.