AccountId: 011433970860
ContactId: 04a19fd8-999d-4e4a-9c53-877f5053c654
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262010 ms
Total Talk Time (AGENT): 139796 ms
Total Talk Time (CUSTOMER): 87445 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/04a19fd8-999d-4e4a-9c53-877f5053c654_20250506T15:52_UTC.wav
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[AGENT][NEUTRAL] Calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I got a question.
[CUSTOMER][NEUTRAL] Uh, first of all you need to identify who I am, so let me give you my.
[CUSTOMER][NEUTRAL] My number here.
[CUSTOMER][NEUTRAL] It's 01986454 ML 7.
[AGENT][NEUTRAL] OK, if you could verify your first and last name and your uh date of birth.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and if you could verify your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying your account and uh could I also get a callback number for you just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you. And how can I help you today, [PII]?
[CUSTOMER][NEUTRAL] OK, I'm gonna send in a a claim uh that I haven't filed for and what is there a way to send it online or I have to fax it?
[AGENT][NEUTRAL] No, uh, well, let's see, let me take a look here really quick.
[CUSTOMER][NEUTRAL] Yeah my my policy is no longer active.
[AGENT][NEUTRAL] All right, so that's what I was looking at with it not being active anymore, you would not be able to submit it online, so you will have to either mail it or fax it in.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, what is the fax number?
[AGENT][NEUTRAL] Fax number is one let's see I'm sorry.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I don't know why. OK, fax number is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And to the attention of.
[AGENT][NEUTRAL] Claims department.
[CUSTOMER][NEUTRAL] Yeah, OK, and then um.
[CUSTOMER][NEUTRAL] Another question, my, my coverage is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, 2000 per incident or a total of several incidents, 2000 per year, correct?
[AGENT][NEUTRAL] Um, let me take a look at that.
[AGENT][NEUTRAL] OK, yes, uh, correct, uh, for outpatient and inpatient benefits, uh, there are two separate benefits and they will both pay up to $2000 a calendar year.
[CUSTOMER][NEUTRAL] What is the difference between the in the outpatient and inpatient?
[AGENT][NEUTRAL] So your inpatient would be if you are admitted into the hospital. So, um, admission, any services per pertaining to hospital admission, the providers, the hospital, um, all that would be covered under inpatients.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And that would be how much?
[AGENT][NEUTRAL] Up to 2000, a calendar year.
[CUSTOMER][NEUTRAL] An outpatient.
[AGENT][NEUTRAL] Outpatient would be also facility like outpatient, uh, like if you had to go into the hospital and do an outpatient procedure, um, it would also cover, uh, physical therapy, uh, any urgent care services. Uh, let's see. Let me take, keep looking at your, what the, the benefits you had. Hold one moment.
[AGENT][NEUTRAL] I'm sure I'm covering everything.
[AGENT][NEUTRAL] OK, yeah, so yours is strictly uh outpatient services, so, uh, emergency room, MRI facilities, um.
[AGENT][NEUTRAL] Urgent care.
[CUSTOMER][NEUTRAL] What is the, what, what if, if, what if there's an outpatient surgery? What is, how much do you cover over?
[CUSTOMER][NEUTRAL] You know, like the uh.
[AGENT][NEUTRAL] That also is up to $2000 a calendar year. It is a separate $2000.
[CUSTOMER][NEUTRAL] So it doesn't really matter if it's inpatient or outpatient, OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Is that per calendar year, right.
[AGENT][NEUTRAL] Per calendar year.
[CUSTOMER][POSITIVE] Thank you appreciate it.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] That's all. Thank you.
[AGENT][POSITIVE] OK, you have a wonderful day. Thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] OK, ma'am.