AccountId: 011433970860
ContactId: 1151fd96-dfcb-4823-b882-d3ea2ef0d8c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 417820 ms
Total Talk Time (AGENT): 198764 ms
Total Talk Time (CUSTOMER): 114435 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/1151fd96-dfcb-4823-b882-d3ea2ef0d8c1_20241230T17:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I, I'm signed up for a policy I guess through my employer.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I wanted to it it's supposed to start [PII], but I really wanted to cancel it. I was wondering how do I go ahead and do that.
[AGENT][NEUTRAL] So you would just
[CUSTOMER][NEUTRAL] If that's possible.
[AGENT][NEUTRAL] Contact your employer, your HR department because they have to notify us in writing, and just let them know that you want to cancel the policy and then they usually uh email that over to us and we'll go ahead and cancel and reply back confirming it's completed.
[CUSTOMER][NEUTRAL] OK, very good, um, just a quick check on the policy itself. I have what's called Medlink.
[CUSTOMER][NEUTRAL] 6. I'm not sure if that means anything.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, just from reading it, it looks like it's a supplemental insurance policy, right?
[AGENT][NEUTRAL] Yes, um, but let me, what, well, 1st may I have your name and then a good contact number in case we're disconnected and then your policy number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure, [PII], and my phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then on the card it should say in hospital or outpatient policy cert number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, 0257.
[CUSTOMER][NEUTRAL] 3054.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I have you here and I just need you to verify your date of birth, your mailing and email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What else do you want?
[AGENT][NEUTRAL] Um, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Mailing address [PII].
[CUSTOMER][NEUTRAL] Email is probably [PII].
[AGENT][NEUTRAL] Yes, and thank you so much for verifying. So yes, [PII] just um contact your um benefits or your HR department and they'll notify us to cancel and then um we'll confirm once it's completed.
[CUSTOMER][NEUTRAL] And do you have the phone number for Quco?
[AGENT][NEUTRAL] Um, let me see if we have a number. Hold on one moment.
[AGENT][NEUTRAL] Um, I have [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, uh, if I'm reading this correctly, it basically just covers hospital stuff, right? Hospital and and surgery doesn't cover, uh, prescriptions, correct?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Um, hold on one moment, let me go to your benefits.
[AGENT][NEUTRAL] So all the information provided is a verification of benefits, not a guarantee of payment. So no, I don't see prescription coverage, but it doesn't just cover hospital, it covers inpatient, but it also covers outpatient benefits as well. Um.
[AGENT][NEUTRAL] Any lab work, like if you had to go to a like Quest Diagnostic or like Labor for lab work, you have that coverage. Um, you have urgent care, emergency room, um, hold on, let me pull up all your specifics. That's just, just says the benefit name. Hold on one moment.
[AGENT][NEUTRAL] So it's coming up now.
[AGENT][NEUTRAL] Yeah, so for outpatient, you have like the emergency room, urgent care if you ever needed um any type of outpatient surgery, um, diagnostic testing, MRIs, CAT scans, colonoscopies, um.
[AGENT][NEUTRAL] If there's any treatment for mental, you know, mental health, um, physical therapy, ambulance.
[AGENT][NEUTRAL] Um, like I said, those labs, you have coverage for, you know, it's an independent lab.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But how much does it cost so.
[CUSTOMER][NEUTRAL] So, meaning to say.
[CUSTOMER][NEUTRAL] Uh, let's say if I just, uh, a regular doc, let's say go to a regular doctor.
[CUSTOMER][NEUTRAL] And there's a co-pay of I don't know $100 or something, you pay that copay.
[CUSTOMER][NEUTRAL] Or it has to be only for
[CUSTOMER][NEUTRAL] Specific illnesses.
[AGENT][NEUTRAL] Well, for this particular policy, the office visit coverage is not on the policy. This is more so like for outpatient facilities like the urgent care if you ever go or like the emergency room.
[CUSTOMER][NEUTRAL] Right, emergency room I understand it says it turns down deductible, but let's say you just do blood work or something like that.
[AGENT][NEUTRAL] Yes, if you were to go to an independent lab, you do have that coverage like a lab cou diagnostic. Um, you would just give them this policy, you know, your ID card with your other insurance, and then they would bill us.
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Looking over here urgent care facility surgeon hospital diagnostic and hospital.
[CUSTOMER][NEUTRAL] Outpatient your MRI facility. Opa for serious mental illness.
[CUSTOMER][NEUTRAL] In the hospital outpatient physical therapy facility.
[CUSTOMER][NEUTRAL] mostly if you need physical therapy.
[CUSTOMER][NEUTRAL] You cover it all.
[AGENT][NEUTRAL] Well, so the
[CUSTOMER][NEUTRAL] Up to 60 days.
[AGENT][NEUTRAL] Well, it's up to $1000 per year, so.
[AGENT][NEUTRAL] If it's all used for that, then yes, up to that 60 days. It's really up to.
[AGENT][NEUTRAL] The amount of money, you know, like however the co-pays are up to that $1000 or the 60 days, whichever comes first, but then that would be the outpatient benefits for the year used.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Mhm, got it. OK, thank you very much. I appreciate your help.
[AGENT][POSITIVE] You're welcome. You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, that was it. Thanks.
[AGENT][POSITIVE] All right. Well, thanks so much for calling APL and I hope you have a great day and happy New Year.
[CUSTOMER][NEUTRAL] Yeah, you too.
[AGENT][POSITIVE] Thank you