AccountId: 011433970860
ContactId: eedf7e7a-8abd-4c0b-8cca-1ff73cd8ea23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284350 ms
Total Talk Time (AGENT): 75690 ms
Total Talk Time (CUSTOMER): 129869 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/eedf7e7a-8abd-4c0b-8cca-1ff73cd8ea23_20250108T19:53_UTC.wav
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[AGENT][NEUTRAL] IPL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm just calling, um, we had gap insurance with, um, our lost, um,
[CUSTOMER][NEUTRAL] A lost health insurance plan, um, so I don't know if it rolls over into like the new year or do we have to re-sign up again?
[AGENT][NEUTRAL] OK, let me get your name and your policy number and I can check that out for you.
[CUSTOMER][NEUTRAL] Um, let me, let me find it real quick, hold on one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, it's right here. So, um, it's under my husband's name. It's [PII].
[CUSTOMER][NEUTRAL] Um, and the policy number.
[AGENT][NEUTRAL] What is your first name?
[CUSTOMER][NEUTRAL] My first name is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]. OK, [PII], go ahead.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, and the policy number is 024.
[CUSTOMER][NEUTRAL] 65093
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII], what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so do you still have the coverage with APL?
[CUSTOMER][NEUTRAL] Um, I, I believe so. It's through his work.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And what's the name of the employer?
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Um, it would be, I, I think it's the Ali group sea salt Naples.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Let me see if um.
[CUSTOMER][NEUTRAL] Oh no it doesn't have it like on here.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, it's from, from the Ayeli group.
[AGENT][NEUTRAL] Right, so the only time you'll receive a new identification card.
[AGENT][NEUTRAL] If if your um policy number changes.
[CUSTOMER][NEUTRAL] OK, so it should.
[AGENT][NEUTRAL] And so, so you're
[AGENT][NEUTRAL] So your current card should be OK under the policy number that you gave me. Are you seeking medical treatment for your dependent?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, no, this is just, and my husband just wanted to make sure that we had it, um, cause I am, I'm pregnant and I'm gonna be having another baby soon. So I just wanted to make sure that like all of our insurance was
[CUSTOMER][NEUTRAL] In in order with, with everything.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and then what I wanted to ask, like, do, so like if we go to the hospital or whatever, um, do I give both of these? Do I give the, the gap insurance and, and the, like our health insurance card?
[AGENT][NEUTRAL] You mean
[CUSTOMER][NEUTRAL] Would we give both?
[AGENT][NEUTRAL] Yes, so you should have a major medical card.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So they're they're primary so you wanna present that card and then uh the APL policy is secondary and you wanna present that card as well. Let them know that you do have secondary coverage. When are you due to deliver?
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, um, the first week of March.
[AGENT][NEUTRAL] OK, so as long as your policy is active, there shouldn't be a problem, but yes, you do wanna present both cards.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect well thank you so much I really appreciate your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Any other questions I can help out with today?
[CUSTOMER][POSITIVE] No, that's all thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] And you too bye.