AccountId: 011433970860
ContactId: e1ddb57b-b5be-48e6-98ed-5709ecf68e0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 431119 ms
Total Talk Time (AGENT): 233918 ms
Total Talk Time (CUSTOMER): 139605 ms
Interruptions: 4
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/e1ddb57b-b5be-48e6-98ed-5709ecf68e0b_20250519T17:43_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] Hey [PII], good afternoon. My name is [PII]. I have received this APL card and I have no idea what this card is for.
[AGENT][NEUTRAL] OK, that's OK. What's your callback number just in case we get disconnected please?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you so much and on that card do you see a certificate or policy number?
[CUSTOMER][NEUTRAL] Yes, I do have the certificate and policy number.
[AGENT][NEUTRAL] OK, if you would give me that please.
[CUSTOMER][NEUTRAL] 02621709
[AGENT][POSITIVE] Alright thank you so much, Mr. [PII]. I surely appreciate that. OK, so if you don't mind if you could verify some information with me um could I ask you what your date of birth and address is please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you one more bit of information if you could verify your email.
[CUSTOMER][NEUTRAL] Email address is [PII].
[AGENT][NEUTRAL] OK, I don't have that email address. Do you have a different one that you use?
[CUSTOMER][NEUTRAL] It may be [PII].
[AGENT][POSITIVE] Yes, that's the one we have. Thank you, Mr. [PII] for that verification. I appreciate that.
[CUSTOMER][NEUTRAL] OK, that, that's fine, that's fine.
[AGENT][NEUTRAL] And you wanted to know what this is why did you receive a card?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I can help you with that. OK, so this is uh your gap plan card through your employer hospitality ventures management group.
[CUSTOMER][NEUTRAL] Uh-huh. OK.
[AGENT][NEUTRAL] Yeah, this is your gap card and um go ahead.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh yeah, go ahead. I, I'm.
[AGENT][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] So this is a gap uh gap, you know, uh, uh, what I does not covered, it will be paid through this policy, is that correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, yes, sir, basically you, if you go to the hospital or doctor or any kind you a medical.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Facility you take this card along with your major medical you hand them both and they'll say well what is this card you'll say that's my gap plan. Please call for benefits and they'll call us for for benefits to see if anything would be covered now um what it does is help with co-insurance and copay that your major medical plan doesn't pick up. Mhm. Alright, have you, um.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so one more question I'm going.
[AGENT][NEUTRAL] Yes sir
[CUSTOMER][NEGATIVE] I'm going to have an eye surgery cataract, and there's a charge of like a 340, 350. They're asking me to pay in the front and because whatever the you know insurance company covered, uh, does not cover this amount, you know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. OK. So you're trying to save this gap plan?
[CUSTOMER][POSITIVE] So is that gonna be covered under this? Yeah, that's correct.
[AGENT][NEUTRAL] Well, yeah, mhm OK for that I'm gonna need to let you speak to somebody that can give you the benefits that the you know the benefits that's covered under the plan if you don't mind um I can get you over to somebody now before I do that, Mr. [PII] um have you signed up for our online service center where you can um view your policy certificate?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Uh, I, I actually just, I just, I just got a log in. I just, just did it actually, but yeah.
[AGENT][POSITIVE] OK, sure, OK, that's wonderful thank you for that. OK, is there anything else I can help you with before I get you transferred over to the benefits department?
[CUSTOMER][POSITIVE] No, you've been great help. Thank you.
[AGENT][POSITIVE] Thank you, Mr. [PII]. I hope you have a wonderful day. Thanks for um
[CUSTOMER][NEUTRAL] You
[AGENT][POSITIVE] Being a member of APL, have a good day.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] You, you too. Thank you.
[AGENT][POSITIVE] Thank you. Thank you so much.
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Mr. [PII], something happens. I'm gonna try it one more time, OK?
[CUSTOMER][NEUTRAL] Uh hello? Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry about that, hold on.
[CUSTOMER][POSITIVE] No, no, no problem.
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII].
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Hi, hi, [PII].
[AGENT][POSITIVE] Hey girl, hey, I have Mr. [PII] and he's such a sweet gentleman. Um, he didn't know why he had this card, but I explained that to him. His policy number is um 262.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 1709, he's been verified certified and all that side.
[CUSTOMER][NEUTRAL] All the sides
[AGENT][NEUTRAL] Uh huh, everything, and he's already on the online service center so you don't have to ask him that um his callback number is [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And he just needs some benefits on his plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and what was his first name again?
[AGENT][NEUTRAL] Not [PII]. I just say Mr. [PII].
[CUSTOMER][NEUTRAL] No, OK, I'll say Mr. [PII] also.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Yes, he's so sweet. You enjoy talking to him, OK.
[CUSTOMER][NEUTRAL] OK. You can go ahead and
[AGENT][POSITIVE] OK, have a good day, [PII].
[CUSTOMER][POSITIVE] Oh, all good.
[AGENT][NEUTRAL] All right, bye-bye.
[CUSTOMER][NEUTRAL] You too, [PII]. Bye-bye.
[AGENT][NEUTRAL] Yeah.