AccountId: 011433970860
ContactId: 00be3e96-10c9-4b7d-8362-1fde852c8c91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213960 ms
Total Talk Time (AGENT): 91730 ms
Total Talk Time (CUSTOMER): 112465 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/00be3e96-10c9-4b7d-8362-1fde852c8c91_20250113T18:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. Um, I have a question.
[CUSTOMER][NEUTRAL] I would like to know if I have my health insurance policy as a private individual, if I can also sign as a private individual or through my um own company because they also have a sole proprietorship company.
[CUSTOMER][NEUTRAL] If I can uh also sign in for the secondary insurance with APL.
[AGENT][NEUTRAL] OK, just so that I understand correctly, you currently have a policy with us and you want to see if it's possible for you to keep that policy outside of your employer. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, I, I don't have it anymore. I had it with my previous employer. Now I, I don't have any policy, uh, any type of healthcare policy, um, with any employer.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] I see. OK, so you currently don't have any coverage you're wanting to get it, is that right?
[CUSTOMER][NEUTRAL] Right. So regarding my first insurance, I'm, I'm, uh, I want to uh purchase the policy, uh, but I don't know, for example, I'll give you an example. For example, uh, the policy with I'm better that I want to buy is covering 50% of surgery, just an example. Can I sign in, uh, with a secondary insurance with APL?
[AGENT][NEGATIVE] Gotcha.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm. Right.
[CUSTOMER][NEUTRAL] To cover that 50% uh.
[CUSTOMER][NEUTRAL] That I should pay myself.
[AGENT][NEUTRAL] Mhm OK so I will let you know the way that our company works with our policies we don't do individual policies at all it would be through an employer or a group and did you do you own a business?
[AGENT][NEUTRAL] Are you an admin?
[CUSTOMER][NEUTRAL] I also have a business.
[CUSTOMER][NEUTRAL] At the company.
[AGENT][NEUTRAL] You are a business owner and so you're wanting this insurance for your employers, is that right?
[CUSTOMER][NEUTRAL] For me only, yeah, for me as an employer.
[AGENT][NEUTRAL] OK, are you able to provide this coverage for your employers as well or just for you?
[CUSTOMER][NEUTRAL] Just for me and I am the employer of the company, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so our company does not work like that. It would have to be a business, um, providing at least coverage for at least 5 employees, so we don't do individual policies.
[CUSTOMER][NEUTRAL] Oh, I see. OK. And do you know any other service? No, no, no problem, very clear actually. So is there a way to, to have a secondary insurance as a private individual or a business owner?
[AGENT][POSITIVE] Yeah, sorry about the confusion.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Honestly I'm not quite sure uh who offers coverage like us and if they do offer it like that um the only one that I could think is maybe Aflac but again I'm not quite sure how they operate.
[CUSTOMER][POSITIVE] OK. Thank you very much for the suggestion. So you set up that.
[AGENT][NEUTRAL] Yeah, sorry, there wasn't more I could do to help, um, I, I believe I'm not really 100% um I think they offer supplemental, um, but I, I think they offer supplemental coverage, so maybe.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, no, you're not sure. Yeah, yeah.
[CUSTOMER][POSITIVE] OK, that's great. Thank you very much for your help. Have a wonderful day.
[AGENT][POSITIVE] Alright, you're very welcome. Sorry there wasn't marketing.