AccountId: 011433970860
ContactId: 182616ec-b2da-4eb4-9232-05cf9b3fed49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 442760 ms
Total Talk Time (AGENT): 195531 ms
Total Talk Time (CUSTOMER): 167207 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/182616ec-b2da-4eb4-9232-05cf9b3fed49_20250213T20:40_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is how may I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, I was calling to get some information about my um husband.
[CUSTOMER][NEUTRAL] Insurance plan.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] 4 I'm sorry [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Miss [PII], um, what is the policy number?
[CUSTOMER][NEUTRAL] 02579876.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, Ms. [PII], is uh your husband there to verify the policy and give us consent to speak to you about his benefits?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] Hello, [PII]. Yeah.
[CUSTOMER][NEUTRAL] Yeah, hello ma'am?
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Hello, he's on the line.
[AGENT][NEUTRAL] Hi, [PII], this is [PII] with APL.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I just need to verify some information.
[CUSTOMER][NEUTRAL] Yeah, I was trying to figure.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, I was trying to figure out like, uh, like how does it work because I talked to the guy [PII] yesterday and he was telling me like I could go to the doctor with it, but I will have to get the doctor to be up and mail it in and I might be able to get a reimbursement.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEGATIVE] And like I told him that's not what I signed up for. I didn't. I thought that was real medical insurance.
[AGENT][NEUTRAL] OK, [PII], I can help you with your benefits, but first I'm gonna need for you to verify your policy. Can you give me your date of birth, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then I'm also going to need your address, phone number and email address please, sir.
[CUSTOMER][NEUTRAL] Uh, the address?
[AGENT][NEUTRAL] That's on the policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me see, I don't remember what address I gave you.
[CUSTOMER][NEUTRAL] [PII], that's the one you got.
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] OK, it must be my, I don't, my dad's address [PII].
[AGENT][NEUTRAL] Yes, that's correct. And then what is your email address, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what is the phone number that we have on the policy, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. I appreciate you verifying your policy for me, [PII]. Let me look at your benefits. I know you said you had mentioned the doctor's office. Um, let me check real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] And see what kind of benefits you have for that.
[CUSTOMER][NEUTRAL] And I know I got the life insurance.
[CUSTOMER][NEUTRAL] And I got my son uh on that.
[CUSTOMER][NEUTRAL] I know I got that, but I, uh, but the, the, the health insurance, that's the one that, you know, at least for me to go and see my doctor.
[AGENT][NEUTRAL] Right. I do show that you have a physician's office visit. Uh, you get 6 per calendar year.
[AGENT][NEUTRAL] On this policy?
[CUSTOMER][NEUTRAL] Is there a?
[CUSTOMER][NEUTRAL] Is there a copay for it?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] No, there's no co-pay for this policy. This is a limited hospital indemnity policy. So you have like for um urgent care center, you have visits there uh for office, physician's office.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But it really helps um with um if you ever have to go into the hospital, I'm noticing on this that you've got great benefits for the hospital. Uh, let's see.
[AGENT][NEUTRAL] For accident or sickness.
[CUSTOMER][NEUTRAL] Is there somewhere I can pull that up to print it?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Would it, would it all covered?
[AGENT][NEUTRAL] Yes, you can actually view the policy if you sign up, if you guys sign up for the online service center let me give you that website.
[CUSTOMER][NEUTRAL] So I went on that center and it gave me a message saying that um.
[AGENT][NEUTRAL] It
[CUSTOMER][NEGATIVE] Hold on, no user found with the information that was entered, and I entered all the information.
[AGENT][NEUTRAL] OK, it might have been because the phone, [PII], is it OK if I discuss your policy with Ms. [PII]?
[CUSTOMER][NEUTRAL] Like I don't even much in now.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you, sir.
[AGENT][NEGATIVE] It try get out and try to sign back in it again because I had to add the phone number in and if the phone number's not in there it will throw off a message like that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, when I get back to my desk I'll try and um do it.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] And then you can have view the whole policy in there it'll give you the whole complete benefit breakdown.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I need to keep it because I was about to, I because I was about to cancel it.
[AGENT][NEUTRAL] All right, well
[AGENT][NEUTRAL] Now, if you needed to cancel.
[CUSTOMER][NEUTRAL] Yeah, I thought that
[AGENT][NEUTRAL] If you need to cancel it.
[CUSTOMER][NEGATIVE] I what I what it was because I was about to because I'm thinking that it wasn't worth nothing, uh, so when I was when I spoke to [PII] about it but I mean what I I know what I was now what you talking that's what I signed up for everything is bad. Is this just medical or is it medical and dental and vision as well? Is this just medical?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] This is a limited hospital indemnity plan that helps with um medical benefits. Yes, we do have a, let's see, he has a critical illness policy. If, you know, if he ever has a critical illness, it's life-threatening. And then he also has the um the group term life insurance with us. But the other policies would be with somebody else.
[CUSTOMER][NEUTRAL] So it's just the medical. No, OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK. You're very welcome. You guys have a blessed day and thanks for calling APL.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] All right. Bye-bye, [PII]. You be careful on the road.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Bye Ms. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] You guys take care. Thanks for calling APS.