AccountId: 011433970860
ContactId: 076d4ec9-aa48-4ef8-99a4-4d94a5abcfef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218949 ms
Total Talk Time (AGENT): 65411 ms
Total Talk Time (CUSTOMER): 59487 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/076d4ec9-aa48-4ef8-99a4-4d94a5abcfef_20250523T22:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I'm calling because I'm wondering if there is a uh deductible for your limited benefit, um, VIP medical plan, cause uh I'm looking at the document and I don't see a deductible, so I'm just curious.
[AGENT][NEUTRAL] OK, and what's your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, my name is [PII] My number is [PII].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Policy number, uh, yes, it's gonna be.
[CUSTOMER][NEUTRAL] 02567985.
[CUSTOMER][NEUTRAL] That's what it says on the card.
[AGENT][NEUTRAL] Give me one moment, let me look that up and see what we're looking at.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I get you to verify your date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, yes, this is a hospital indemnity plan. Let me pull up the policy and see what we're looking at.
[AGENT][POSITIVE] And I'm so sorry, can you explain what you were looking for again?
[AGENT][NEUTRAL] The co-pay
[CUSTOMER][NEUTRAL] Um, I'm curious, um, if there is a deductible for the plan because I don't see one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] So I'm not seeing a deductible on there, which means that you don't, you don't have one. is there a specific, is there something specific you would need information on as far as what's covered?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, I'm just wondering about the deductible. I didn't see it, so I don't know if that means I'm not looking right or.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right, that's, that's all I wanted to know.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK, OK, I just wanna make sure, um, yeah, typically with this it's just it'll pay it pays per um.
[AGENT][NEUTRAL] It it goes by the benefit and so whenever you send in a claim you'll need an itemized bill or invoice with the procedure codes because they bill based off of the procedure code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much. That's very helpful. Thank you.
[AGENT][POSITIVE] Great, thank you so much for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][NEUTRAL] Bye.