AccountId: 011433970860
ContactId: 006d75ca-5b8d-4dd0-a7ce-4d30537ed27c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268779 ms
Total Talk Time (AGENT): 83956 ms
Total Talk Time (CUSTOMER): 116592 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/006d75ca-5b8d-4dd0-a7ce-4d30537ed27c_20250512T20:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I kinda had a question about my gap insurance benefits. I wanted to see if I can get some clarity on.
[AGENT][NEUTRAL] OK, you
[CUSTOMER][NEUTRAL] Um, I just wanted to, uh, go ahead.
[AGENT][NEUTRAL] Your policy number?
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] So I have to look this up here.
[AGENT][NEUTRAL] Or I can look it up by your last name or social.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][POSITIVE] Yeah, I can give you my social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] And what was your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I found your policy. Let me pull that up.
[AGENT][NEUTRAL] OK, Miss. [PII], could you verify your date of birth for me?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] And do you have a good callback number in case we are disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then lastly, could I get your address and your email address?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and then my email is [PII].
[AGENT][NEUTRAL] Uh, looks like I might have a work email.
[CUSTOMER][NEUTRAL] Oh, probably [PII].
[AGENT][NEUTRAL] OK, got it.
[AGENT][POSITIVE] And then how can I help you today?
[CUSTOMER][NEUTRAL] So, um, I have an upcoming procedure, um, that I have to go to. Um, I've had
[CUSTOMER][NEUTRAL] Uh, kind of a diagnostic procedure earlier and now this one is kind of more because um they found a lesion and so they have to get that out. Um, so my.
[CUSTOMER][NEUTRAL] My understanding is I'm gonna probably have to pay my deductible, so I wanted to see, I didn't know like the uh the biggest amount that my, I would be able to get through the gap insurance for that.
[AGENT][NEUTRAL] OK, uh, let's see, so looks like and this is not a guarantee of payment, it's a basic outline of your policy, um, is this gonna be outpatient?
[CUSTOMER][NEUTRAL] Yeah, of course, mhm, mhm.
[CUSTOMER][NEUTRAL] Yes, yes. Mhm.
[AGENT][NEUTRAL] OK. So for outpatient hospital services, um, or if it's done, if the procedure is performed in office, um, you have a $500 per calendar day benefit.
[CUSTOMER][NEUTRAL] Per calendar day, so that means like if something was done several days you'd have it more you know like if if I have one now and 16 months from now, then it would be 500 per procedure, is that what you're saying?
[AGENT][NEUTRAL] Yes, yeah, per day, yeah.
[CUSTOMER][NEUTRAL] OK, and then, so is it $500 no matter what the procedure is that the the benefit regardless?
[AGENT][NEUTRAL] Yes, so for any, yeah, for any services rendered in one calendar day, the max we pay is 500.
[CUSTOMER][NEUTRAL] Is that kind of what I'm hearing you saying?
[CUSTOMER][NEUTRAL] OK great and then I also I don't know if you handle that. I'm not sure. I also had the benefit for um.
[CUSTOMER][NEUTRAL] Like if I had a bigger procedure that if I needed extra help on something that I would have that insurance as well. Are you dealing with that? Do you deal with that as well?
[CUSTOMER][NEUTRAL] Um, I'm not for sure what the name of it is, to be honest.
[AGENT][NEUTRAL] Um, let me
[AGENT][NEUTRAL] If I see any other policies on file.
[AGENT][NEUTRAL] I've just got the meddling policy. Now, this, this policy does cover for inpatient services as well, um, but that this is the only policy I have under APL, so.
[CUSTOMER][NEUTRAL] Um, and what is the med link? What is that?
[AGENT][NEUTRAL] It it's the policy that we do, we're talking about right now, the $500 and then if you have, yeah.
[CUSTOMER][NEUTRAL] Oh, OK, so that must be a separate, that must be a separate policy. I got nothing to do with you then, OK.
[CUSTOMER][POSITIVE] OK, I was just checking because I had you on the phone. Alright, thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] OK bye bye.