AccountId: 011433970860
ContactId: 22d5bad8-2e75-4ca1-ab30-cd1653f33736
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 412209 ms
Total Talk Time (AGENT): 109987 ms
Total Talk Time (CUSTOMER): 179349 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/22d5bad8-2e75-4ca1-ab30-cd1653f33736_20250619T18:18_UTC.wav
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[AGENT][POSITIVE] And thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I am on my husband's policy, and I was just calling to get um kind of an understanding of what this plan provides.
[AGENT][NEUTRAL] I'll be happy to verify benefits, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] It is 02641158.
[AGENT][NEUTRAL] May I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Can you verify your date of birth, your mailing address, and your email, please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Uh, my home address is [PII] and my email N my last name [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim.
[AGENT][NEUTRAL] OK. So this is a hospital indemnity plan. It is a limited benefit plan, which means there is no co-pays. It's just only benefit amounts.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, do you work with all of them, all, like, do you work with the cancer illness one as well, or?
[CUSTOMER][NEUTRAL] I want to talk to somebody about possibly changing. I run a primary care practice, so when, but I don't really do insurance verification and whatnot, but when I was reading this, I'm like, I think we have the wrong plan.
[CUSTOMER][NEGATIVE] I think we chose the wrong thing.
[AGENT][NEUTRAL] OK, so that would, did you have an agent when you chose your benefits?
[CUSTOMER][NEUTRAL] No, it was online. It was all online, but I mean, he has an HR representative.
[CUSTOMER][NEUTRAL] I thought I called like somebody from his.
[CUSTOMER][NEUTRAL] No, you're right. I got this American Public Life email. That's why I was calling you. Um, but do you know about the cancer illness option? Is that, I think that's still a part of your insurance, maybe just a different section.
[AGENT][NEUTRAL] Yes, ma'am, and it is. So what I'll do is I'll put you back over to the care team and they can walk you through cause I'm on the Metlink side. So I don't wanna misquote or give you incorrect information on that product.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And with your product, real quick, it is not office visits, sick visits, um,
[CUSTOMER][NEUTRAL] Going to see a specialist, things like that, uh, OT, none of that is with this plan, correct?
[AGENT][NEUTRAL] And yes, some of these plans do have the office visit. It looks like this one does have the office visit.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Benefit
[CUSTOMER][NEUTRAL] To your, to your primary care provider.
[AGENT][NEUTRAL] Yes, ma'am. It looks like it allows 4 visits at $50 per visit.
[AGENT][NEUTRAL] There's no co-pay, only a benefit amount.
[CUSTOMER][NEUTRAL] OK, so when, OK, when there's an amount, when there's an amount like you're saying $50 you're saying that the claim submitted by whichever provider we are seeing, the company will only pay $50 of that claim, is that correct?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yeah, I think.
[CUSTOMER][NEUTRAL] You said
[CUSTOMER][NEGATIVE] Yeah, I don't think this is good. I'm sorry, but I don't like, I, I do definitely see our insurance claims. I process the checks for my job, and you're saying you guys will pay up to $50. I think then we'll have a responsibility of the remainder of what's not paid.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So that will not be good. OK. OK. Um, I would like to maybe change it.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I don't know what to do. Yeah, maybe change it. I'll, I'll talk to the people you're gonna transfer me to.
[AGENT][NEUTRAL] OK, before I get you over, is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, thank you so much. I appreciate your help.
[AGENT][POSITIVE] You are so welcome and thank you for calling American Public Life. One moment, I'll get you over to the care team.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One moment. You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK quick connect here.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][POSITIVE] [PII], thanks for holding. No one is answering that line right now. So I'm gonna put you back over there to the care team and if they do not answer, you will be able to leave a voicemail with your information and they can give you a call back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][POSITIVE] You're so welcome. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring.