AccountId: 011433970860
ContactId: 0ef3b720-4f99-4940-b76f-d7f20a67e000
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 514929 ms
Total Talk Time (AGENT): 325405 ms
Total Talk Time (CUSTOMER): 153921 ms
Interruptions: 4
Overall Sentiment: AGENT=1.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/0ef3b720-4f99-4940-b76f-d7f20a67e000_20250113T20:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is uh [PII], and uh my, I purchased
[CUSTOMER][NEUTRAL] Uh, a policy through my employer.
[CUSTOMER][NEUTRAL] And um I need, well, first of all, this is my first time purchasing um that gap insurance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so, I am planning on getting a cataract surgery, um, and I, and I don't know how to, how to use it.
[CUSTOMER][NEUTRAL] Do I need a card? Do I need to present a card, or how, how, how does that work?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, we could take a look at your policy um typically you just need your uh.
[CUSTOMER][NEUTRAL] Do I need to register online? Do I need to register first?
[AGENT][POSITIVE] I recommend registering, but you don't have to um I'll get your policy pulled up we'll make sure it's getting active um you don't, I I it really depends on the provider sometimes you just need the policy number, but it'd be good for you to have your card anyway, so I'll see if I can get that sent to you. Um, I'll get that pulled up here and I'm so sorry you said your name was [PII]?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] That'll be great.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, and really quick, can I get a good, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] My last name is
[CUSTOMER][NEUTRAL] No, no, no, I'm sorry, go ahead. You, you go ahead. Sorry for interrupting.
[AGENT][NEUTRAL] Um, just trying to get a good call back number from you in case we're disconnected please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK thank you um and then I'm sorry, yes, go ahead and uh what was the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, got it, thank you. Um, do you have a policy number number, [PII]?
[CUSTOMER][NEUTRAL] Oh, would you, I have one with Aetna. Would that be it?
[AGENT][NEUTRAL] Um, no, it would be through us. That's OK. Um, I could try searching just using your name. Give me just a moment. If for some reason that doesn't work, um, I can search using your social, but let me try, uh, searching using your name first.
[CUSTOMER][NEUTRAL] OK, sure, sure.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] [PII], what was your date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I do believe I found you um let me get just gonna verify some other information really quick uh can I get your mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect all right thank you so much for verifying that um so if you were wanting to create an account online with us we do have to have an email for you um what would you want that email to be?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I will go ahead and get that added as well.
[AGENT][NEUTRAL] So, um, what I can do, let me get your ID cards pulled up here. We can try to.
[AGENT][NEUTRAL] Knock out two birds with one stone, let's see.
[CUSTOMER][NEUTRAL] How do I use it? Like, uh, I'm gonna have uh eye surgery, so what do I do? Do I present the card and
[AGENT][NEUTRAL] Yes, so, uh, as this is a secondary medical policy, in short, in case you're unaware, um, this policy is very dependent on your major medical, so Aetna, um, if it's something, if you go somewhere and Aetna would not cover it, this policy couldn't help at all, but if Aetna does then this policy can help it's very dependent on that, so.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What I would do anywhere you go for any kind of medical treatment or services present them with both your Aetna and this card um it is going to vary depending on providers some of them don't like uh secondary medical policies or anything like that, um, or they may not be familiar with it in those cases you're more than welcome to give them our phone number we do talk to providers all the time we can explain the plan.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, but there are gonna be instances where sometimes they just flat refuse in those cases you can still file the claims yourself. It just might be a little bit more roundabout, but you can absolutely do that. So if there's ever any instance where you know they're, oh yeah, we don't accept that you can still file the claim with us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] As long as your Aetna uh pays, that's really the biggest thing.
[CUSTOMER][NEUTRAL] Yeah, Aetna will pay, but there's a, a portion that it will not cover.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Sure yeah and that's definitely what this policy is meant for um OK so I can email you uh your ID card if you'd like did you want me to send that?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][POSITIVE] Yeah, I like both. Yeah. Would I, are you able to do both email and also um
[AGENT][NEUTRAL] Um, paper copy in the mail?
[CUSTOMER][NEUTRAL] Uh-huh, yes, please.
[AGENT][POSITIVE] Yeah I could do that absolutely and so what I'll do [PII] is I'll when I email you this card I'll also send you a link to our online portal.
[AGENT][NEUTRAL] But from there I will say to file claims if you're going to file claims um it does have to be accessed through a desktop or a laptop computer it doesn't have support for mobile devices like phones or tablets but to simply create the account and to check on claim status you can you should be able to do that from a mobile device just fine.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, OK, thank you for letting me know ahead of time, yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I'm sorry I know this is information overload, but I wanna make sure you're aware of everything.
[AGENT][NEUTRAL] Alright
[CUSTOMER][POSITIVE] You're a good customer service person.
[AGENT][NEUTRAL] Bear with me just a moment, let me email sent to you.
[CUSTOMER][POSITIVE] I would like to give you a rating. You are so good. You are so pleasant to talk to. Yeah.
[AGENT][POSITIVE] Oh that's so sweet of you. Thank you. I, I like trying to be informative. I know I can.
[CUSTOMER][NEUTRAL] Yeah, I would like to give you a review.
[AGENT][POSITIVE] Oh, that's so sweet, thank you.
[CUSTOMER][NEUTRAL] How do I do that?
[AGENT][NEUTRAL] I'm sorry [PII], you cut out there.
[CUSTOMER][NEUTRAL] Oh OK. Can you hear me now?
[AGENT][POSITIVE] Yes, ma'am, sorry about that.
[CUSTOMER][POSITIVE] Not a problem.
[AGENT][POSITIVE] What were you saying? I'm so sorry.
[CUSTOMER][NEUTRAL] So I'm saying, uh, is there a number I could call to give you a um to give a review?
[AGENT][NEUTRAL] Um, I can give you, uh, an email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so you would do that to, um, let's see.
[AGENT][NEUTRAL] So, uh, [PII] so [PII].
[AGENT][NEUTRAL] TEAM.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII], so [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. OK, I see it, yeah, uh-huh, OK.
[AGENT][POSITIVE] Yes ma'am, uh, nobody said that to me before. That's really sweet. I hope that's right, but thank you.
[AGENT][NEUTRAL] OK, and let's see.
[AGENT][NEUTRAL] I am sending you these ID cards. Did you also want a copy of your policy, [PII]? It's very easy to read, not just a bunch of jargon, um, but it does go through what is and is not covered, uh, dollar amounts, frequencies, things like that.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][POSITIVE] OK, that'll be helpful. Thank you.
[AGENT][NEUTRAL] OK, absolutely, um, that will be in a separate email um did you want that paper copy as well or just the email?
[CUSTOMER][NEUTRAL] Yeah, I'm old, I'm old school.
[AGENT][POSITIVE] No worries, no, absolutely. Well, I don't have a, uh, printer and I absolutely like physical holding something in my hand other than looking at my phone. I understand the convenience of being on the phone, but.
[CUSTOMER][POSITIVE] Yeah, favorite coffee will do.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Or on a computer, I guess. All right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Just got that ID card sent to you um and then I'll get that policy sent trying to think if there's any other things I need to let you know. I think that about covers it unless you had any other questions for me.
[CUSTOMER][POSITIVE] Oh no, that should be it for now. Thank you. You've been very, very helpful.
[AGENT][POSITIVE] OK, absolutely, well, I'm happy to. I know this is a bit of a confusing kind of policy uh if you think of anything else, don't hesitate to reach out to us.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.