AccountId: 011433970860
ContactId: 17dd14fc-2dfe-42a8-bef2-f3cdefad9e9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270239 ms
Total Talk Time (AGENT): 114989 ms
Total Talk Time (CUSTOMER): 146618 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/17dd14fc-2dfe-42a8-bef2-f3cdefad9e9d_20250213T14:29_UTC.wav
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[AGENT][NEUTRAL] For contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][NEUTRAL] I'm fine. How are you?
[CUSTOMER][NEUTRAL] Very well, thank you. So I am an APL card holder through my employer and I have a certificate number here. I need you to check on something for me because what I'm trying to determine is if um my coverage, which I understand is a certain amount per year, um, can be carried forward.
[CUSTOMER][NEUTRAL] I don't know if that makes sense. In other words, if I didn't use my coverage that was allotted in the year [PII], can it be carried forward to [PII]?
[AGENT][NEUTRAL] Well, let's look at your, let's look at your coverage. What is your policy number, please?
[CUSTOMER][NEUTRAL] OK, sure. So it's 018.
[CUSTOMER][NEUTRAL] 126.
[CUSTOMER][NEUTRAL] 65 M as in Michael L as in Larry 8.
[AGENT][NEUTRAL] OK, I appreciate that. And is, uh, if I could verify your name, and date of birth, and a phone number, please, ma'am.
[CUSTOMER][NEUTRAL] Sure, so my full name is [PII]. My date of birth is [PII]. And what was the third thing?
[AGENT][NEUTRAL] I just need to verify your phone number um that we have.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, so my, uh, well I'm not sure what number you have, but my work phone is [PII]. My personal phone is [PII].
[AGENT][POSITIVE] That's perfect. Thank you very much. OK, [PII], let's look at your policy. It went into effect on [PII].
[AGENT][NEUTRAL] Um, now these policies, uh, what, what it does is it doesn't carry forward into the next year, so the, um, $1000 for outpatient or the $4000 for inpatient, if you don't use them, then it's just you lose it. So, um, that's why we encourage people, yeah, we encourage people to use it, um, for that calendar year if, if they have any of those inpatient or outpatient services, but they, these types of policies do not carry forward into the next, into the next year.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Does not use
[CUSTOMER][NEUTRAL] Into the next year, OK.
[CUSTOMER][NEUTRAL] And as, and as of right now, are you seeing where I've used my outpatient, um, I've used already used my $1000?
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Because I have a procedure that's coming up which is um.
[CUSTOMER][NEUTRAL] An outpatient procedure on the [PII]. It was originally scheduled for the [PII].
[AGENT][NEUTRAL] OK, so we're talking about [PII]. So, um, you have got $1000 available for outpatient services.
[CUSTOMER][NEUTRAL] OK, so they didn't use it yet.
[AGENT][NEUTRAL] And nothing, yeah, no, no, nothing's been used. So, um, you've got that entire amount, um, and then, um, heaven forbid, but, but if you do have an inpatient uh event 18 hours or more, even if you're an observation, you still have that $4000 but definitely, yes, uh, nothing's been touched from your outpatient services. So when you do go in for that procedure, um, if you would please just give them both cards, uh, and that way we can.
[CUSTOMER][NEUTRAL] Oh yes, I will, I, I do, I do give them both cards and they actually do have both cards file. Yes. I, I am having, um, yeah, I'm having fibroids removed, so they um they do have that um.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] They do have the the certificate number for the $1000.
[AGENT][POSITIVE] That's wonderful. That's great. Well, it's all available. It's all available.
[CUSTOMER][NEGATIVE] Yeah, OK, um, and would you be able to check for my children as well because this coverage is for employee and child. Now my children are not.
[CUSTOMER][NEUTRAL] They're not, um, they're, they're young adults. They're not children, children, but they're young adults. They're under [PII].
[AGENT][NEUTRAL] So, for the calendar year [PII], it looks like each of you.
[AGENT][POSITIVE] Um, have all of your benefits available. It doesn't look like anything at all has been used, so, um, if, right, so you've got plenty of benefits, yeah, you've got lots of, of benefits available, uh, for this calendar year.
[CUSTOMER][POSITIVE] Has been you. OK, good. I just wanted to.
[CUSTOMER][POSITIVE] OK wonderful alright well I appreciate your time and your explanation. Thank you so much.
[AGENT][POSITIVE] OK, well, there's nothing else I can help with. Thanks for contacting ATL. Have a good morning.