AccountId: 011433970860
ContactId: 087827bf-c279-43e7-a4f2-0c215ff4750d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 476440 ms
Total Talk Time (AGENT): 225421 ms
Total Talk Time (CUSTOMER): 137860 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/087827bf-c279-43e7-a4f2-0c215ff4750d_20250106T20:58_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm a new uh client or insurance holder, how you say that. Um, I had a question about my policy, hoping you can help me.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] OK. So you have a question uh regarding a benefit or some benefits on your policy. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes sir, I can help you with that and who am I speaking with please?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] And Mr. [PII], what is a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] code?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you know your policy number?
[CUSTOMER][NEUTRAL] Yeah, I think I have it right here in an email. Let's see.
[CUSTOMER][NEUTRAL] Um, this is voluntary dental.
[CUSTOMER][NEUTRAL] It's not that one.
[CUSTOMER][NEUTRAL] OK, it is going to be.
[CUSTOMER][NEUTRAL] Policy number 02581050.
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][NEUTRAL] And Mr. [PII], I will need to verify several things with you first for security, OK? So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I was born [PII].
[AGENT][POSITIVE] Thank you. Also your home mailing address.
[CUSTOMER][NEUTRAL] Let's see this one.
[CUSTOMER][NEUTRAL] I always get the 1st 4 of my address mixed up.
[CUSTOMER][NEUTRAL] See, give me one second. We just moved here not too long ago. It is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] The 180, is that what you said?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you. And the phone number that we have for you is also the same as the one that you gave me. So again, that is your best contact number. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you and lastly your email address?
[CUSTOMER][NEUTRAL] And then my first and last name, [PII].
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][POSITIVE] OK. Thank you very much for verifying your information with me. So, how can I help you today?
[CUSTOMER][NEGATIVE] So, I was trying to find some information on the pamphlet that I received, but I'm kinda getting lost.
[CUSTOMER][NEUTRAL] Uh, are OB appointments covered in my family plan?
[AGENT][NEUTRAL] OK, this policy that you have with APL is not a major medical benefit, um, excuse me, it's not major medical insurance. This is a hospital indemnity limited benefit plan.
[AGENT][NEUTRAL] So under this plan, uh, for a physician's office visit.
[AGENT][NEUTRAL] That benefit is $50 per day and a maximum of 4 days per calendar year per covered person.
[CUSTOMER][NEUTRAL] OK, so say she was to give birth, this would this plan would not cover that.
[AGENT][NEUTRAL] For a hospital admission, um, being admitted to the hospital, the benefit on this plan is $500 per day and a maximum of 1 day per calendar year.
[CUSTOMER][NEGATIVE] Mm, OK. Man, this is very, oh I should have read that a little better one for myself signed me up.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, again, it is not a
[AGENT][NEUTRAL] Yes, this is a limited benefit plan. It is not major medical insurance.
[CUSTOMER][NEUTRAL] OK, and the um
[CUSTOMER][NEUTRAL] The major medical insurance that is provided is, is there, what would be the price difference? Are you able to say that or?
[AGENT][NEUTRAL] Well, that you would actually have to speak to someone with benefits and a card, Mr. [PII], regarding other options that could be available to you through your employment. They, uh, benefits in a card is the company that you enrolled with, and they provide the different companies depending on your, you know, what you signed up for with your enrollment information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I.
[AGENT][POSITIVE] Now, I'll be happy to give you their phone number. I can also transfer you to one of their representatives if you would like.
[CUSTOMER][NEUTRAL] No, I
[CUSTOMER][NEUTRAL] I haven't. No, I haven't. I was just talking to them a minute ago. They told me to call you guys about figure out about the OB if it was covered or not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um, and then.
[AGENT][NEUTRAL] Yes, sir. So, mhm.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] I was hoping, uh, I need to get my daughter, uh, some vaccinations to get back into school.
[CUSTOMER][NEUTRAL] Uh, would this be or would that be preventative?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, sir, vaccinations, I, let me double check that, but I do not believe that they are covered under this policy. Give me just one second, I'll be happy to look at this.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, sir. immunizations are not covered.
[CUSTOMER][POSITIVE] OK. Uh well, thank you very much for your help.
[AGENT][NEUTRAL] Well, you are certainly very welcome and then one last thing, Mr. [PII], when you received your information on your with your ID cards and stuff, it talks about setting up your profile in our online service center at APL so that you could have access to your information online also.
[AGENT][NEUTRAL] Um, I do have a user guide that I can email you if you would like that gives the more detailed instructions on how to go about setting that up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And I can send that to you now, OK, so give me just one second and I'll go ahead and just send you that right quick.
[CUSTOMER][NEUTRAL] Yeah, sure, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK, so I have just.
[AGENT][NEUTRAL] Sent that email with that user guide attached to it. The email that you're gonna receive, Mr. [PII] is gonna come from [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] And I did put APO in the subject line for you so it's you um could easily recognize that.
[CUSTOMER][POSITIVE] Thank you, I appreciate all your help.
[AGENT][POSITIVE] Well, you are very welcome. And is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am. Have a happy [PII].
[AGENT][POSITIVE] OK, well, I hope you have a happy [PII] as well and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you, ma'am. Bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.