AccountId: 011433970860
ContactId: fc95bdc7-e2a8-49b5-88cc-e2082a833dda
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242300 ms
Total Talk Time (AGENT): 95952 ms
Total Talk Time (CUSTOMER): 127360 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/fc95bdc7-e2a8-49b5-88cc-e2082a833dda_20250619T16:08_UTC.wav
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[CUSTOMER][POSITIVE] Then you put for that fun I have to do that you have to be in there.
[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I just wanna call to find out um if I can find out what my um leftover um amount is on my policy.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with your benefits. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's uh [PII] it's [PII].
[AGENT][NEUTRAL] Thank you. Now, I need your policy number, please.
[CUSTOMER][NEUTRAL] Um, the policy, uh, is 02555948.
[AGENT][NEUTRAL] And please verify your name again and your date of birth.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] OK. And please verify your mailing address and your email address.
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] OK, and I'm showing that you don't have an email address on file actually. Would you like to add one?
[CUSTOMER][NEUTRAL] I, you know, I, I did, I set it up online, that's probably why I can't log on, and I don't know why it's not working. Yes, if you could please do that, it's [PII]. I, you know, I set it up online. I'm not sure why it keeps doing, you know, I don't know.
[AGENT][NEUTRAL] OK, so you said that's [PII]?
[CUSTOMER][NEUTRAL] No [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, ma'am. I got your email address added and actually um we updated our um website so everyone who had an account um actually had to go back in and recreate account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] That's why, OK, OK, yeah, we were all wondering, um, OK.
[AGENT][NEUTRAL] Yeah, and I've got your email.
[AGENT][NEUTRAL] Yeah, and I got your email address added and so you can um go back and um just when you get to the home screen, you'll see a um bar that says um click to create a new account. Click on there and reset up your policy online.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh boy, OK, OK, I'll do that then. And how, what's I because um they're, they're telling me that I don't have anything, um, left on the gap, and I wanted to see what I currently have on the what's my balance is.
[AGENT][NEUTRAL] OK, for inpatient or outpatient?
[CUSTOMER][NEUTRAL] Um, for inpatient, outpatient actually, yeah.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] If you could give me both, it would be helpful though.
[AGENT][NEUTRAL] OK. Yes, ma'am. One moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Well I'm showing that for inpatient, um, we cover up to 3000 and your full benefit amount for inpatient is available. And let's see for outpatient.
[AGENT][NEUTRAL] I'm showing for outpatient you've actually used the full 3000.
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] For 2025. Yes, ma'am.
[CUSTOMER][NEUTRAL] And so for inpatients including like um that would include.
[CUSTOMER][NEUTRAL] Is that like I stay in the hospital just so I understand it.
[AGENT][NEUTRAL] Yes, ma'am. Whenever you go to the hospital and if you're there for more than 18 hours, that's considered inpatient.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] I'm gonna have to hit myself over the head, get my so I can use it, OK.
[AGENT][NEUTRAL] Oh
[CUSTOMER][POSITIVE] I'm just kidding. Alright, thank you, appreciate it.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with, [PII]?
[CUSTOMER][POSITIVE] Uh, no, no, that's it, appreciate it, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Mhm. Thank you again for calling ATL. Mhm. Bye.
[CUSTOMER][NEUTRAL] Bye bye bye.
[CUSTOMER][NEUTRAL] OK bye.