AccountId: 011433970860
ContactId: dc18afda-3a18-4656-aa43-f9230c9fcd4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266910 ms
Total Talk Time (AGENT): 118371 ms
Total Talk Time (CUSTOMER): 131375 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/dc18afda-3a18-4656-aa43-f9230c9fcd4b_20250522T17:29_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]. Good afternoon. My name is [PII]. I'm calling regarding my husband's um uh uh plan, I suppose. Um, we've never used the gap insurance, but we definitely would like to.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, what information can I provide you to help pull up his, um,
[CUSTOMER][NEUTRAL] Account
[AGENT][NEUTRAL] OK, and you're just wanting to get benefit information, is that correct? or are you wanting claim information?
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Just general information about the policy.
[CUSTOMER][NEUTRAL] Well, I'll, I'll explain.
[CUSTOMER][NEUTRAL] So we've never used it. We don't quite necessarily know. Um, but we do have a, what's going on right now is that we received the bill from the pediatrician. Um, stuff that like, um, yeah, we received the bill. And we're trying to see, is there some, is this something that we can use the gap insurance for or no.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, I can help you with um the general information of your policy so you'll know how to use it. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. My callback number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII], and what is the policy number?
[CUSTOMER][NEUTRAL] So I see here there's inpatient and then there's outpatient, so I'll give you the outpatient. Um, it says 0, it says 05 02503287. M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] All right, and your name is [PII]?
[CUSTOMER][NEUTRAL] His name is [PII] said [PII]. My name is [PII].
[AGENT][NEUTRAL] OK, is uh he there so I can get um confirmation that it's OK to discuss his insurance policy with you, Ms. [PII]? I'm showing that you're not on the policy, so I can't talk about it without his consent.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK, well I'll, I'll let him know, no, he's not. I'm at work, um, I see it says employee and child, um, so I, I, I'll have him, um, unfortunately he's at work so he can't hop on the call. Um, is there something that he can submit or something because I'm like I'm like the secretary. I do most of the calling if not at all, um.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So there's something that we I'm more typically, hm.
[AGENT][NEUTRAL] Actual
[AGENT][NEUTRAL] He can sign up for our online service center.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can give you that uh website to go to so he can sign up and it will have a copy of his policy on the online service center and he can um read it if he chooses not to call in, he can read about his policy through there.
[CUSTOMER][NEUTRAL] OK, um, but definitely going forward to submit the the claim he would have to be the one calling.
[AGENT][NEUTRAL] Well, you can submit a claim through the online service center also.
[AGENT][POSITIVE] So let me give, yes, let me give you that site so that you uh he can go in there and sign up as a new user for it and he can get his policy information he can submit claims he can get copies of his cards through there it's a really nice portal.
[CUSTOMER][POSITIVE] OK. Alrighty, perfect.
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] Yes, but it's gonna say [PII].
[CUSTOMER][NEUTRAL] OK, so [PII]
[AGENT][NEUTRAL] Leave the [PII] off and just do the [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, excellent. I'll have him go.
[AGENT][POSITIVE] OK. Well, you're very welcome, Ms. [PII]. I hope you have a wonderful Memorial Day weekend, and we thank you for calling APL.
[CUSTOMER][POSITIVE] All [PII]. Thank you very much.
[CUSTOMER][POSITIVE] Thank you, same to you. Bye.
[AGENT][NEUTRAL] Bye-bye.