AccountId: 011433970860
ContactId: 1f3f40cd-dbf2-4a5f-b65a-6fc62987c86d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326649 ms
Total Talk Time (AGENT): 164302 ms
Total Talk Time (CUSTOMER): 108187 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/1f3f40cd-dbf2-4a5f-b65a-6fc62987c86d_20250103T22:28_UTC.wav
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[AGENT][NEUTRAL] Hi, thanks for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hey [PII], I'm just a quick question. Uh, I just wanna know if my insurance is up to date.
[AGENT][POSITIVE] Yeah, I can definitely check that for you my friend. Do you happen to have that policy number handy?
[CUSTOMER][NEUTRAL] Policy number, hold on, I just have the card here. Let me see policy, oh yeah, uh 02354680.
[AGENT][NEUTRAL] 023546
[CUSTOMER][NEUTRAL] 880
[AGENT][POSITIVE] 80 thank you I appreciate that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And your first and last name and date of birth please?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEGATIVE] All right. Unfortunately, it looks like this policy terminated in
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, I have, I have one on my job right now. It says the I have the, I have the card in front of me.
[CUSTOMER][NEUTRAL] Oh, [PII] try [PII] That's the name I put on. That's my middle name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, I
[AGENT][NEUTRAL] I see that here. I do just see that the policy um terminated in [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I just literally I we just we just filled out our um our online paperwork for our new insurance for this year 324 325.
[AGENT][NEUTRAL] Oh then we probably don't have that in our system yet.
[CUSTOMER][NEUTRAL] So who do I talk to?
[CUSTOMER][NEUTRAL] So you have to wait to get through.
[AGENT][NEUTRAL] If it's.
[AGENT][NEUTRAL] Yeah, if you're, if you're gonna have new coverage starting [PII], it's not gonna be in our system quite yet.
[CUSTOMER][NEUTRAL] How would I
[CUSTOMER][NEUTRAL] So when, when can I find out it will be in the system?
[AGENT][NEUTRAL] Uh, typically by the date, your effective date, so I would call back towards the end of February, early March.
[CUSTOMER][NEUTRAL] Alright, real quick, I have another question in regards to this coverage. I have, it says here I have the group hospital indemnity plan.
[CUSTOMER][NEUTRAL] Cause I have the card in front of me. I thought I did it, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it says I have the group hospital indemnity plan. I'm just curious and what is it possible to get like.
[CUSTOMER][NEUTRAL] Like, like therapy, counseling and stuff like that with it?
[CUSTOMER][NEUTRAL] This is my first time I've been using my insurance like that.
[AGENT][NEUTRAL] Yeah, absolutely. So, I wouldn't be able to tell you what your policy is going to cover until the policy is put in our system.
[CUSTOMER][NEUTRAL] You learn
[CUSTOMER][NEUTRAL] How about the old policy because it's the same one I picked for this year.
[CUSTOMER][NEUTRAL] The one that was detective was on [PII].
[AGENT][NEUTRAL] Yeah, so, um, I can definitely talk to you about what the old policy had, but I do need to verify further information with you. Is that OK?
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][POSITIVE] Awesome, would you verify for me please your mailing address on file?
[CUSTOMER][NEUTRAL] The mailing address on file, uh, my old address, it had to be my old address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect and then just the email address we had on file?
[CUSTOMER][NEUTRAL] I believe I put my [PII].
[AGENT][NEUTRAL] Oh, it's a different one [PII].
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Yeah, you betcha. All right, and then let me look at what the benefits on this old policy were, um.
[AGENT][NEGATIVE] Hang tight with me.
[AGENT][NEUTRAL] So it looks like this policy was just for the hospital, so it looks like it covered you um for being confined in the hospital for up to 15 days, being confined in the intensive care unit for up to 15 days. Um, it looks like you had a hospital admission benefit, so if you're admitted to a hospital up to once per calendar year, you could be awarded just a lump sum benefit.
[AGENT][NEUTRAL] And then you had a rehab, which is like skilled nursing facility rehab benefit, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Up to 5 calendar days, and so it didn't have any like outpatient benefits like going to see a doctor or in an office setting.
[CUSTOMER][NEUTRAL] And what plan would would you recommend that I can get over that so that I know maybe I can call and change it.
[AGENT][NEUTRAL] So I don't know, I guess I don't know what your group is offering, um, but your HR rep, um, they should have somebody, any of our policies, they should have a contact of someone who can explain the different policies to you that are being offered. Um, I just, without knowing what they're offering you, I wouldn't be able to, you know what I mean, to like give you any accurate information.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good alright thank you so much.
[AGENT][POSITIVE] Yeah my pleasure. Is there anything else I can do for you today, my friend?
[CUSTOMER][NEUTRAL] I'll be all.
[AGENT][POSITIVE] All right, well you take care and have a great, have a great new year.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][POSITIVE] Thanks. Bye bye.