AccountId: 011433970860
ContactId: fb50fa46-2068-4381-b61f-33723d09375f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245440 ms
Total Talk Time (AGENT): 88380 ms
Total Talk Time (CUSTOMER): 85841 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/fb50fa46-2068-4381-b61f-33723d09375f_20250305T20:38_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Um, hey, [PII], I was calling. I, um, have insurance through you guys with my job and I need to, um, make an appointment with a bone specialist. I was trying to see that my insurance plan cover it.
[AGENT][NEUTRAL] OK, what is your name and policy number to verify benefits for you.
[CUSTOMER][NEUTRAL] Um, my name is [PII], and the only policy number I have is on the vision card because they didn't send me a medical card.
[AGENT][NEUTRAL] OK. Uh, give me one moment.
[AGENT][NEUTRAL] And what's your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And verify your date of birth, mailing address, and email address for me, please.
[CUSTOMER][NEUTRAL] My email address is my first and last name [PII]. My mailing address is [PII], and my date of birth is [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] OK, well, under your policy, you have office visit coverage.
[AGENT][NEUTRAL] For a sickness or an injury.
[CUSTOMER][NEUTRAL] OK, so we will cover it.
[AGENT][NEUTRAL] So yes, you do have office visit coverage.
[CUSTOMER][NEUTRAL] OK, so when I call them, how will I give them the policy number? I've never received the card. I only received my, um, vision card like for the doctor.
[AGENT][NEUTRAL] OK OK, well, I can give you your policy number and give them our phone number and they can give us a call or you can set up on our online service center uh where you can view your policy as well as print out any temporary cards.
[CUSTOMER][NEUTRAL] OK, um, can I have the policy number and you guys' number and then I'll go back and set it up online after I get off the phone with the clinic.
[AGENT][NEUTRAL] OK, um, the policy number is 255.
[AGENT][NEUTRAL] 582 6.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And our phone number is [PII].
[CUSTOMER][NEUTRAL] OK, and I go to ATL insurance to set up my online on portal.
[AGENT][NEUTRAL] Uh, you will go to [PII].
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] Mhm, [PII].
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] Yes, ma'am, and when you get onto that site, you will select new user and then individual.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And they'll ask for your name, your social, zip code, email address, and um
[AGENT][NEUTRAL] Date of birth, and once you do that, you'll be able to set up a username and password.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, yes, ma'am. Uh, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's not.
[AGENT][POSITIVE] OK, uh thank you for calling APL, Ms. [PII]. You have a great rest of your day.
[CUSTOMER][NEUTRAL] Alright, you too.
[AGENT][NEUTRAL] Bye.