AccountId: 011433970860
ContactId: e1f12319-5f8c-4aff-8c47-8a6c6bb67d3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223059 ms
Total Talk Time (AGENT): 95746 ms
Total Talk Time (CUSTOMER): 69367 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/e1f12319-5f8c-4aff-8c47-8a6c6bb67d3b_20250401T20:36_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Um, the last name is [PII]. I'm trying to find out because I've got this, um, paper that I'm always was just going through my mail.
[CUSTOMER][NEUTRAL] And I found that this policy I have. Can you help me to find out?
[CUSTOMER][NEUTRAL] Um, is this policy from my job or it's like, like, when was it that I applied for this?
[AGENT][NEUTRAL] OK, um, so yes, I can help you with um the policies that you may have here. Um, yes, all of our policies are through the employer. Um, I can look up, well, what information do you have? Do you see a policy certificate number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and what's that number?
[CUSTOMER][NEUTRAL] It's 02419208.
[AGENT][POSITIVE] Thank you. What's a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And that policy number was 2419508.
[CUSTOMER][NEUTRAL] 02419208.
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] OK, so I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So this was through um looks like professional care and it was a supplemental gap insurance policy, but it's no longer active as of [PII].
[CUSTOMER][NEUTRAL] I'm sorry, you said a supplement for, for what?
[AGENT][NEUTRAL] So this is your secondary insurance. It was through, um, let me go back, hold on one second, so the, so I can see the employer. The employer is professional care.
[AGENT][NEUTRAL] And the policy was active from [PII].
[CUSTOMER][NEUTRAL] OK. Um, but, OK, um, professional care, like, do they give you like more information cause
[CUSTOMER][NEUTRAL] I have under other employer's name but I don't, I, I don't recall that one.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Does it have another name?
[AGENT][NEUTRAL] For the employer, I'm looking, give me just a moment.
[AGENT][POSITIVE] Um, no, it just gives us professional care. It's on.
[AGENT][NEUTRAL] [PII] in [PII], and the major medical to this was um United Healthcare.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Thank you very much for your help.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Um, no, that's it. Thank you, [PII].
[AGENT][POSITIVE] All right. Well, thanks for calling APL. You're welcome. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] Mm