AccountId: 011433970860
ContactId: f91e7ed7-2e06-4cd6-b581-9b316d60c5c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319109 ms
Total Talk Time (AGENT): 168951 ms
Total Talk Time (CUSTOMER): 135729 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/f91e7ed7-2e06-4cd6-b581-9b316d60c5c9_20250204T15:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, yes, I need to get some some numbers from you for my husband's um medical policy with you guys.
[CUSTOMER][NEUTRAL] Oh, I'm here. I'm on the line.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, we haven't gotten a card.
[AGENT][NEUTRAL] You ain't got a card, OK, uh, go ahead and give me, uh, whoever the insured is, go ahead and give me your name and your social security number and let me get it pulled up for you.
[CUSTOMER][NEUTRAL] All right. My name is [PII].
[AGENT][NEUTRAL] All righty, [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And your social security number? Yes, sir.
[CUSTOMER][NEUTRAL] Social security
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, Mr. [PII], thank you for all that information. Now, while I am pulling this up, go ahead and give me a good return telephone call number just in case we get disconnected, please, sir.
[CUSTOMER][NEUTRAL] Yeah I know
[CUSTOMER][NEUTRAL] Go ahead. Uh [PII], that's my number because if we do get disconnected I'd have to call him again because I have to write down the numbers he's driving.
[AGENT][POSITIVE] OK, no, no problem. That, that'll do. All right, let me see, get that social keyed in.
[AGENT][NEUTRAL] All right, [PII], now you're wanting to know your, your medical policy number, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. I need to set up a doctor's appointment and I have not received any medical cards yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, I did say that you just went into effect [PII]. OK, let me give you your, go ahead and verify your birth date and your address for me, please, sir.
[CUSTOMER][NEUTRAL] Birthday is [PII].
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][NEUTRAL] And your, mhm.
[CUSTOMER][NEUTRAL] [PII] one word.
[CUSTOMER][NEUTRAL] True.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Mr. [PII], thank you for all that information. OK, you ready to write this number down? This will be the policy number that you need uh to go to any doctor or hospital.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 025.
[AGENT][NEUTRAL] 661-97.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. That is all you need to give them for any doctor or hospital, and if they want to know your benefits, then you can in turn, uh, give them the same number you just called me on, and then we'll be glad to help any doctor's office or hospital with your benefits, uh, verification, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and the the company is called American Public Life.
[AGENT][NEUTRAL] Alright.
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][NEUTRAL] OK, do you, um.
[CUSTOMER][NEUTRAL] Um, how, how widely accepted is that insurance because I've never actually heard of it.
[AGENT][POSITIVE] It is accepted every, everywhere, anywhere and everywhere. Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, good. OK, OK, perfect. I will call up my doctor's office then because I guess I've never heard of it, but I mean that doesn't mean anything, so.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yes, ma'am. Well, is that all that, yes, ma'am, [PII]?
[CUSTOMER][POSITIVE] Alright, um thank you so much, ma'am.
[CUSTOMER][NEUTRAL] Well, ma'am, well, I was, well, will I receive medical cards or um.
[AGENT][POSITIVE] Well, since you said you didn't have one, I will go ahead and get you an order today, yes, sir.
[CUSTOMER][NEUTRAL] Health insurance charges basically.
[CUSTOMER][NEUTRAL] Alrighty man. Is there an app or a website?
[AGENT][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] No, ma'am, well, there's a website that you can print your ID card, but there's not a website to get your benefits or anything like that, but it's called um it's called [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right. And who, who else do I have on my line? Who am I talking to besides [PII]?
[CUSTOMER][NEUTRAL] My wife
[AGENT][NEUTRAL] OK, and what's your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, just was wanting to make sure. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's all I need. Uh-huh.
[CUSTOMER][NEUTRAL] And ma'am
[CUSTOMER][NEUTRAL] And I, I need to go ahead and authorize her for any questions that
[CUSTOMER][NEUTRAL] Like if she needs to call you for anything, she is authorized to get any information.
[AGENT][NEUTRAL] OK, so what we'll need you to do is to go to that uh website that I just gave you and download a HIPAA, a HIPAA form and complete it and send it into APL.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We, yeah, we have to have that in writing.
[CUSTOMER][POSITIVE] Alright, not a problem man.
[AGENT][NEUTRAL] Yeah. OK, was that all that I can help?
[CUSTOMER][NEUTRAL] I think that's it.
[CUSTOMER][NEUTRAL] Um, I'm pretty sure that's it, yeah.
[AGENT][POSITIVE] OK. Well, thank you both for calling APL then [PII], and here we go, y'all have a great day.
[CUSTOMER][NEUTRAL] You do the same.
[AGENT][NEUTRAL] Yes, sir. Yes, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.