AccountId: 011433970860
ContactId: df3c57f6-07af-43fb-8383-629ebf4ff601
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231039 ms
Total Talk Time (AGENT): 112350 ms
Total Talk Time (CUSTOMER): 70399 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/df3c57f6-07af-43fb-8383-629ebf4ff601_20250114T19:47_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm fine. I, I need to know if uh my son is covered under my husband's current plan.
[AGENT][NEUTRAL] OK, I'm sorry. I'm having some trouble understanding you. Did you say that you're wanting to see if a child is covered on the policy? Is that correct?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] All right, yeah.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, can you spell your name for me?
[CUSTOMER][NEUTRAL] Sure, [PII]
[AGENT][NEUTRAL] Oh, OK. Uh-huh.
[CUSTOMER][NEUTRAL] The, the.
[CUSTOMER][NEUTRAL] The last name is [PII]
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you and [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Did you say [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. And your policy number, please? Uh 7345.
[CUSTOMER][NEUTRAL] 73
[CUSTOMER][NEUTRAL] OK,
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. So,
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] So there's 2 different numbers on the front of the card. Do you need, there's
[CUSTOMER][NEUTRAL] There's no policy number it says group number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Plan and then in hospital benefit certification over and outpatient certification number.
[AGENT][NEUTRAL] OK, so if you'll notice [PII] on the inhospital and the outpatient, the very beginning of both of those numbers are identical. That's the actual policy number prior to the letters ML.
[AGENT][NEUTRAL] So just give me the first part of each uh-huh.
[CUSTOMER][NEUTRAL] Got it. OK, so it's 01.
[CUSTOMER][NEUTRAL] 017.
[CUSTOMER][NEUTRAL] 53
[CUSTOMER][NEUTRAL] 830.
[AGENT][POSITIVE] Thank you. One moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] And [PII], I will have to verify several things with you first for security and then also any information that I'm able to provide will be a verification of benefits and not a guarantee of payment.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] First off, if you could verify the insured's name and date of birth?
[CUSTOMER][NEUTRAL] Sure [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Hang on just one moment.
[AGENT][NEUTRAL] OK, and then the home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number for um [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. So, on this policy, um, because you are not covered on this policy, [PII], I am not able to provide any information as to the coverage and who is and is not covered.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So just ask your husband, yes, ma'am. Ask your husband to give us a call.
[CUSTOMER][NEUTRAL] OK, so let me
[AGENT][NEUTRAL] Um, and we can provide that information to him.
[CUSTOMER][POSITIVE] OK, will do, thank you.
[AGENT][POSITIVE] OK. Well, you're certainly very welcome. Is there anything else that I could help you with?
[CUSTOMER][POSITIVE] No, that will help.