AccountId: 011433970860
ContactId: e3caf5bb-0c95-486a-9845-1f5d0cde36b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231100 ms
Total Talk Time (AGENT): 54268 ms
Total Talk Time (CUSTOMER): 90899 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/e3caf5bb-0c95-486a-9845-1f5d0cde36b9_20250428T15:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling because we went to the emergency yesterday.
[CUSTOMER][NEUTRAL] And they charged me $200 so I have um the gap insurance supposed to cover my co-payment because they um I have Aetna through my job, but then I have um I have the gap which I pay every month because the Aetna is through my workplace, but the gap if I go to an emergency, I think they're supposed to cover my whatever payment I have to make.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The policy number, let me see the card where is that?
[CUSTOMER][NEUTRAL] $1400.
[CUSTOMER][NEUTRAL] OK, you have um.
[CUSTOMER][NEUTRAL] Insure corporate group plan.
[AGENT][NEUTRAL] Uh, it should be a certificate number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Do you, what number?
[AGENT][NEUTRAL] A certificate number?
[AGENT][NEUTRAL] be an inpatient and outpatient number.
[CUSTOMER][NEUTRAL] OK, OK. It's 02263353 ML 8.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And what was your name again?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And what is your date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, I just need a couple more pieces of information. Do you have a good telephone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Zip code [PII].
[AGENT][NEUTRAL] It looks like this policy terminated [PII].
[CUSTOMER][NEGATIVE] The policy cannot terminate it because I'm still they still taking out money on my paycheck.
[AGENT][NEUTRAL] OK, uh, well it's through your employer, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, they may have switched companies, um, so you might check with your human resources.
[AGENT][NEUTRAL] But we show the policy through us terminated on [PII].
[CUSTOMER][NEGATIVE] That's OK. They, they never call you and tell you anything. That's crazy.
[CUSTOMER][NEUTRAL] Huh
[CUSTOMER][NEUTRAL] I have no idea the the the the first company.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I have no idea that it's this company.
[AGENT][NEUTRAL] Yeah, I don't, I'm not sure if they they've switched or went to some some other type of plan or what what happened.
[CUSTOMER][NEUTRAL] OK, you gonna have to call the company.
[AGENT][NEUTRAL] I would give them a call.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.