AccountId: 011433970860
ContactId: 2594a11a-4496-4970-83e7-b1f79a0d9e5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 390420 ms
Total Talk Time (AGENT): 194638 ms
Total Talk Time (CUSTOMER): 126508 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/2594a11a-4496-4970-83e7-b1f79a0d9e5c_20241230T23:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I did just want to verify coverage under this policy.
[AGENT][NEUTRAL] OK, we can take a look at the benefits. um, [PII], uh, let's see, are you the insured or are you with the provider?
[CUSTOMER][NEUTRAL] Uh, insured.
[AGENT][NEUTRAL] OK, and can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, [PII], what was your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, do you have your policy number?
[CUSTOMER][NEGATIVE] I did not catch that. Say again please.
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I have a document here that says certificate number. Does that help?
[AGENT][POSITIVE] Uh, yeah, we can give that a shot.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 15451.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] See what the stuff.
[AGENT][NEUTRAL] OK, just gonna verify some information really quick, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, last thing I need is the email address that we've got on file for you. It looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That's it. OK, thank you for verifying that information. Give me just a moment.
[AGENT][NEUTRAL] OK, so just so that you are aware, the policy number you gave me is not one that is currently active. You do have an active policy, uh, it is a different number though. Did you want me to give that to you?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK it is 02.
[AGENT][NEUTRAL] 508,190.
[CUSTOMER][NEUTRAL] 02508190
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] 8190.
[CUSTOMER][NEUTRAL] OK, so this.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what's the effective date on that policy?
[AGENT][NEUTRAL] This one's effective date is [PII] and again this one is currently active.
[CUSTOMER][NEUTRAL] So can you tell me what 251?
[CUSTOMER][NEUTRAL] 5451 is.
[AGENT][NEUTRAL] The first policy number you gave me?
[CUSTOMER][NEUTRAL] Well, uh, I forgot what I got.
[AGENT][NEUTRAL] That it was 251-545-1?
[CUSTOMER][NEUTRAL] my family, yes.
[AGENT][NEUTRAL] That one is just the the older uh terminated policy it looks like but this one is your one that's active. Did you need um.
[AGENT][NEUTRAL] A new ID card?
[CUSTOMER][NEUTRAL] Uh, yes, if you could have one mailed out, that'd be helpful. I, I was just curious because the one that says lapsed is a newer date than the one that you say is active, so that was really concerning for me.
[AGENT][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right, it might have been a bit of a mistake, um, but yeah, you're this one is actually the one that ending in uh 8190 so you're perfectly fine um did you I know you had questions about coverage as well um if you'd like I can send you a copy of your policy as well as your ID card. Did you want me to do that?
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] That would be helpful, yes, please, but let me ask you a question, is this also what you all call gap insurance?
[AGENT][NEUTRAL] OK, yeah
[AGENT][NEUTRAL] So I don't like calling it GAP. It is a secondary medical policy, um, and it could be considered supplemental. I wouldn't call it GAP in the sense that this plan is very dependent on your primary insurance. So as long as your primary would pay something, this policy has the potential to help. Um, if your primary does not pay on something, this policy can't, so it can't be used instead of your primary, if that makes sense.
[CUSTOMER][NEUTRAL] Secondary, OK.
[CUSTOMER][NEUTRAL] That does make sense, um.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And this is just medical or dental covered under this as well?
[AGENT][NEUTRAL] It is medical. This is just medical.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] And you've got inpatient and outpatient benefits. So in short, it's designed to help with co-pay, deductible and co-insurance again after your major medical pays.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, OK, that's helpful. I had some dental stuff that I was trying to take care of, but this is not gonna cover that then is what you're saying.
[AGENT][NEUTRAL] Right, yes, this policy does not cover any dental treatment.
[CUSTOMER][POSITIVE] Got it. OK. I appreciate your help. Thank you so very much.
[AGENT][NEUTRAL] Yeah of course did you have any other questions for me?
[CUSTOMER][NEUTRAL] Uh, no, I think I'm covered for, well, when
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And this policy remains active until when?
[AGENT][NEUTRAL] Uh, it is just currently active. It does not have a termination date.
[AGENT][NEUTRAL] But it's through your employer uh Redon one LLC.
[CUSTOMER][NEUTRAL] So for
[CUSTOMER][NEUTRAL] Right. So, so when we do um what you call it there, um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know you have to sign up again.
[AGENT][NEUTRAL] Open enrollment.
[CUSTOMER][NEUTRAL] Oh yes.
[AGENT][NEUTRAL] Yes. Yes.
[CUSTOMER][NEGATIVE] So this just stays current I'm a brain fog.
[AGENT][NEUTRAL] As long as you're, yes, essentia[PII] it's no, you're fine it is confusing, trust me, um, so this is going to be that decision is gonna be made by your employer. So if your employer decides to stay with APL, um, then that's, you know, you would continue using it, um, however they, you know, they might choose to go with someone else during the next open enrollment period, in which case I'm sure they would let you know.
[CUSTOMER][POSITIVE] Perfect, you've been so helpful. I appreciate your help thank you so much.
[AGENT][POSITIVE] Of course, yeah, thanks for giving us a call. I hope you have a happy new year.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.