AccountId: 011433970860
ContactId: 292c5014-7cff-4677-a7a5-9dcfc4df4121
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317200 ms
Total Talk Time (AGENT): 109745 ms
Total Talk Time (CUSTOMER): 102911 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/292c5014-7cff-4677-a7a5-9dcfc4df4121_20241230T21:37_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII], and I'm calling from the broker's office about
[CUSTOMER][NEUTRAL] One of my groups, and I'm not sure if you're the person that asked hopefully you can point me in the right direction.
[AGENT][NEUTRAL] Yeah, what's going on? What's
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEGATIVE] I have a client and 2 of the employees had to get rabies shots.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And rabies shots, I know, because for some reason, I have 8 clients now that have had to get rabies shots, if you count these 2. Yes, in like 2 months. It's insane.
[AGENT][POSITIVE] Wow.
[AGENT][POSITIVE] Wow, that's wild.
[CUSTOMER][NEUTRAL] Um, I, yes, it is. Um, so I know that the hospital is not covering it under a prescription drug.
[CUSTOMER][NEUTRAL] And not only that my experience with the other ones, but also
[CUSTOMER][NEUTRAL] The hospital told them it is not covered as a prescription drug. Is this something that their meddling coverage will cover? If they go to the ER and the ER so they have to have uh the rabies shots.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hm, which, um, what medling do they have? Is it, or tell me the group number.
[CUSTOMER][NEUTRAL] I don't have the group number in front of me.
[AGENT][NEUTRAL] OK, well, do you have the, do you know the name?
[CUSTOMER][NEUTRAL] Yes, it's Lloyd's Auto repair.
[CUSTOMER][NEUTRAL] And it is Medli 6. I know that.
[AGENT][POSITIVE] OK, cool. Great.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] I'm gonna see what I can do. I might have to get you over to claims, but let me just.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me just see.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Which one
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I wonder it's not gonna just come out and say Raby shot though so let me.
[AGENT][NEUTRAL] I don't think that's the proposal or the policy er would come out and say that. Let me, let me see if claims can help. Give me just a second. I put you on a brief hold.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling AP. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's Morgan and Broker Resources. How are you?
[CUSTOMER][NEUTRAL] I'm doing OK, and yourself?
[AGENT][NEUTRAL] I'm good. I have a question. I have a um.
[AGENT][NEUTRAL] Uh, I have somebody on the phone. I have a broker on the phone, and you don't necessarily have to talk to him. I just kind of wanna see if it's a claims question kind of, so I was trying to see if you could help me.
[AGENT][NEUTRAL] Um, OK, so it's group number 23011.
[CUSTOMER][NEUTRAL] OK, I can try.
[AGENT][NEUTRAL] It's [PII]'s Auto Repair and she is saying that two of her insured have had to get rabies shots and the, um, she's wondering, she's wanting to know if it's covered under Medlink.
[AGENT][NEUTRAL] I was like,
[CUSTOMER][NEUTRAL] OK, no, so none of our policies cover for um um.
[AGENT][NEGATIVE] Rabies.
[CUSTOMER][NEUTRAL] Or any kind of like vaccines there you go that's the word I look for.
[AGENT][NEUTRAL] So none of that's gonna cover vaccines then.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Mm, OK, that's all I needed. You helped me very much. Thank you. You too, bye.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] No problem, have a good day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] [PII], are you still with me?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, sorry, I muted you.
[AGENT][NEUTRAL] It's OK, it's OK. Um, OK, so they said that none of our policies are gonna cover vaccines or shots or anything like that. So a rabies shot would not be covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Sounds good.
[AGENT][NEUTRAL] OK, call us back if you need anything.
[CUSTOMER][POSITIVE] Thanks
[CUSTOMER][POSITIVE] All right thank you I appreciate it.
[AGENT][POSITIVE] Thanks, uh-huh, bye.
[CUSTOMER][NEUTRAL] Right.