AccountId: 011433970860
ContactId: fef892d0-455c-408d-9b59-c4c0bcfd7da6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 539179 ms
Total Talk Time (AGENT): 245765 ms
Total Talk Time (CUSTOMER): 120529 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/fef892d0-455c-408d-9b59-c4c0bcfd7da6_20250610T14:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you doing today?
[AGENT][POSITIVE] I'm good, and yourself?
[CUSTOMER][NEUTRAL] Good, good. I'm calling because my, my work insurance changed me and gave me this insurance for secondary insurance, and I wanted to ask you, um, cause I'm trying to see one of my doctors, my specialist, and I gave her the insurance and she says that this is supposed to cover my co-payments, but she says it doesn't cover copayments for visits or telemed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So I wanted to check because that doesn't make any sense.
[AGENT][NEUTRAL] OK, so you're wanting to verify some benefit information on the coverage you have now, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], could you please spell your last name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, and a good callback number for you please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number?
[CUSTOMER][NEUTRAL] OK, I have here, uh, policy number 02610391.
[AGENT][NEUTRAL] OK, thank you. Give me a couple of moments please, [PII], to get your information pulled up. Once I do, I will have 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. So just a moment, please.
[AGENT][NEUTRAL] OK, so first off, [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. And then.
[AGENT][NEUTRAL] Well, well, we're gonna, I have a question on your last name, but we're gonna come back to that. So the home mailing address for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you and lastly your email address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much for verifying all of your information.
[AGENT][NEUTRAL] So first off, um, [PII], have you created your profile yet in our portal called the online service center?
[CUSTOMER][NEGATIVE] No, no, no, I'm not very good at any of that. I'd rather just call you guys.
[AGENT][NEUTRAL] OK. Well, that is fine. I just wanted to make sure that you are aware that there is a portal.
[AGENT][NEUTRAL] That you could create a profile in so that you can have access to your ID cards, policy information, claims information in there. Um, you should have received that online service center information as well in your with along with your ID cards. Now, on your last name.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I didn't get the I actually I didn't get wait ma'am, I didn't get the ID card. I, I got the email with uh so I printed it out so that's why I have the information but I can you resend that, uh, send my, my card to me because I didn't get that.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, just one moment to let me, let me look at a couple of things.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Oh, you're welcome.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. And so [PII], just so that you're aware on your last name, your name listed in the system, of course, it's, you said you did receive an ID card via email?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so it does show [PII], and I'm sorry, I will pronounce your last name incorrectly, [PII]. Is that correct?
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] Paratus, and then it has CPA after that?
[CUSTOMER][NEGATIVE] Yeah, I don't know why they did that. Maybe because I do accounting, I don't know.
[AGENT][NEUTRAL] Um, I'm not sure. So, if you would, um,
[AGENT][NEUTRAL] Do you want that left on there?
[CUSTOMER][NEUTRAL] No, you can take that off.
[AGENT][NEUTRAL] Alright, let me see if I can just, if, if I can do that, one moment.
[CUSTOMER][NEUTRAL] If I
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] It's still loading some information for me. I apologize about the delay. Thank you.
[CUSTOMER][POSITIVE] Don't worry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so [PII], I have gotten your name corrected now. Your ID card that you're gonna receive because I placed that order before, you may receive one as well that still has the CPA on it. I did remove that and you should also receive another card that has that on there. I mean, that would not have the CPA on it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] But in the event, for any reason, you know, if you don't, you can call us back. And again, if you so choose to follow those instructions for the portal, uh-huh, then you'll have access to your ID cards there as well. Now, on this supplemental policy, on this supplemental policy, you could ask about office visits, and office visits are not covered under the policy. If you were to receive some form of treatment, mhm.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Sounds good.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Wow, I cannot believe this.
[AGENT][NEUTRAL] Treatment in an office setting could be reviewed, but the visit, just for an office visit, no, ma'am, that is not covered.
[CUSTOMER][NEGATIVE] Wow. They, I can't believe they did that. OK. I forget the insurance that they used to give me had covered the co-payments. So now no co-payments, only treatments.
[AGENT][NEUTRAL] Right, but I would still recommend you providing your APL card along with your ID card for your major medical insurance, so that just in case there is something that, you know, you have done while at a doctor's appointment that could possibly be viewed for benefits under this policy, you know, your provider would have that information.
[CUSTOMER][POSITIVE] OK thank you I appreciate it.
[AGENT][POSITIVE] You're certainly very welcome. Um, is there anything else that I can help you with this morning, [PII]?
[CUSTOMER][POSITIVE] No, that's it. I appreciate it.
[AGENT][POSITIVE] Uh, well, you're very welcome. And thank you again for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you appreciate it.
[AGENT][POSITIVE] Yes, ma'am, and thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.