AccountId: 011433970860
ContactId: 04929b59-99c5-42ac-8675-3c2c36638b13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208789 ms
Total Talk Time (AGENT): 51836 ms
Total Talk Time (CUSTOMER): 78879 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/04929b59-99c5-42ac-8675-3c2c36638b13_20250411T15:01_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hey [PII], I have insurance with you guys and I want to know.
[CUSTOMER][NEUTRAL] What is the benefits I have with insurance when I'm going to doctor is it?
[AGENT][POSITIVE] I'd be happy to assist with your benefits. May I have your policy number, please?
[CUSTOMER][NEUTRAL] My first name is uh my first name is [PII]. My last name is [PII].
[AGENT][NEUTRAL] May I have your policy number, please?
[CUSTOMER][NEUTRAL] Yes, the first number um.
[CUSTOMER][NEUTRAL] Mm, I'll just pull it up.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] If you don't have the policy number, I can use your social.
[CUSTOMER][NEUTRAL] The policy number is I have.
[CUSTOMER][NEUTRAL] I, now I'm ready. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, what was the last 3?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And if you can verify your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment.
[AGENT][NEUTRAL] And you wanted to know about your, for your inpatient or your outpatient benefits?
[CUSTOMER][POSITIVE] My health benefit when I'm going to the doctor.
[AGENT][NEUTRAL] For office visits, I'm showing you have 4 visits per calendar year with the benefit amount of $50 per visit.
[CUSTOMER][NEUTRAL] So the whole thing functions.
[CUSTOMER][NEUTRAL] When
[CUSTOMER][NEUTRAL] When I'm going to see a doctor, you guys will cover only $50. That's correct?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] So the rest will be in my pocket.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEGATIVE] So what is the point of having insurance?
[AGENT][NEUTRAL] This is not a major medical plan. It's a limited benefit hospital indemnity plan.
[CUSTOMER][NEUTRAL] Um, so, let me explain it that way. So, can I cancel this insurance?
[AGENT][NEUTRAL] You'll need to contact your human resources department.
[CUSTOMER][NEUTRAL] OK, do you have the number? Like I need to call on truck?
[AGENT][NEUTRAL] Right, your employer, whoever is taking the premiums out of your check, that's who you call to cancel.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Oh, OK. So, thank you.
[AGENT][NEUTRAL] OK, anything else I can assist with today?
[CUSTOMER][POSITIVE] No, ma'am. All good.
[AGENT][POSITIVE] Thank you for calling APL. Have have a good day.
[CUSTOMER][POSITIVE] Thank you too.