AccountId: 011433970860
ContactId: fd36d11a-9622-4bab-b780-6664f1a2b1f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335100 ms
Total Talk Time (AGENT): 145521 ms
Total Talk Time (CUSTOMER): 71391 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/fd36d11a-9622-4bab-b780-6664f1a2b1f3_20250409T13:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APLAC. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I was just seeing if I have coverage to get labs.
[AGENT][NEUTRAL] OK, you say you're wanting to find out if you have benefits for lab work, is that correct?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][POSITIVE] Yes ma'am, I know. I can help you.
[AGENT][NEUTRAL] With that and who am I speaking with please?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Um, hold on one second. I get that.
[AGENT][NEUTRAL] OK. Sure.
[CUSTOMER][NEUTRAL] OK, it is 02611351.
[AGENT][NEUTRAL] OK, thank you one moment please and let me get your information pulled up first off.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Mr. [PII], I will need to verify several things with you first for security and also any information that is provided would be a verification of benefits and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you can first please verify your date of birth.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Also, the uh phone number that we have on file for you matches what you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][POSITIVE] Thank you. And lastly, your email address, please?
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][POSITIVE] OK, thank you, Mr. [PII], for verifying all of your information. So I do remember speaking with you, um, yesterday as a matter of fact.
[CUSTOMER][NEUTRAL] Yeah, yep, I was calling about something else.
[AGENT][POSITIVE] And I emailed you that user guy, yes ma'am. OK, yes ma'am, but I just remember speaking to you so um nice to speak to you again.
[AGENT][NEUTRAL] All right, so give me just a moment to look at your information.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] On lab work, I do not believe it is covered on this limited benefit plan, but let me double check that for you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] It's just taking a moment to load this information. Thank you for your patience.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] So, no, ma'am, laboratory testing is not.
[AGENT][NEUTRAL] Covered.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Under this limited benefit plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. OK. Well, is there anything else that I could help you with this morning?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you know when
[CUSTOMER][NEUTRAL] Yeah, when is the open enrollment like when could I make a change?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Uh, for your, for your employer, you would need to reach out and speak to someone with benefits and a card. That's the company that you enroll with. That's also the ones that handle your deductions, and then they provide the different companies with your information depending on what you have signed up for. Now, I'll be happy to give you their phone number if you don't have it.
[CUSTOMER][NEUTRAL] To my policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you would like, I could also, OK, would you like for me to connect you with one of their representatives?
[CUSTOMER][NEUTRAL] Oh no, I do have it.
[CUSTOMER][POSITIVE] Um, sure, that'd be great.
[AGENT][POSITIVE] Yeah, well, I'll be happy to do that. So is there anything else that I can help you with this?
[AGENT][NEUTRAL] Morning.
[CUSTOMER][POSITIVE] No, that covers it thank you.
[AGENT][POSITIVE] OK, well, you're welcome and thank you for calling APL. I hope you have a great day and again it was nice speaking to you again.
[CUSTOMER][POSITIVE] Thanks. Yeah, you too. Thanks. Bye bye.
[AGENT][NEUTRAL] Yes