AccountId: 011433970860
ContactId: 29d45dc4-eb80-4628-8b79-9747b8c18139
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 333399 ms
Total Talk Time (AGENT): 83645 ms
Total Talk Time (CUSTOMER): 157848 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/29d45dc4-eb80-4628-8b79-9747b8c18139_20250310T21:27_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] I'll call and see
[CUSTOMER][NEUTRAL] Oh, how you doing? I, I catch him in the mail is, uh, are you hello, how you doing?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Alright, um, I just got something in the mail about my insurance was, uh, Carratin.
[CUSTOMER][NEUTRAL] 88 p.m.
[CUSTOMER][NEUTRAL] You still there?
[AGENT][NEUTRAL] I'm here. I'm listening.
[CUSTOMER][NEUTRAL] Yeah, but I'm trying to find out what I, what I need to do. I mean, I'm getting my wife was this and I'll talk to you about it, whatever it is. I don't know what is going on with it.
[AGENT][NEUTRAL] May I have your policy number, please?
[CUSTOMER][POSITIVE] You'd be alright with that.
[CUSTOMER][NEUTRAL] The policy number is uh.
[CUSTOMER][NEUTRAL] Hold on, wait a minute.
[CUSTOMER][NEUTRAL] Let
[CUSTOMER][NEUTRAL] As in 0026048883.
[AGENT][NEUTRAL] OK and what's your date of birth and email address?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] can be canceled. There's no obligation.
[AGENT][NEUTRAL] What's your email address?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] And I have permission to speak with your wife?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK, um, I was calling cause he got 22 policies. One is for, his hospital indemnity, and the other one is for his dental group, volunteer dental, and he has a dentist appointment and I want to make sure that his cards are active before he go to the dentist on Thursday.
[AGENT][NEUTRAL] Um, yes, I'm showing his card was activated on [PII].
[CUSTOMER][NEUTRAL] [PII] and what well you wouldn't know the copays, but what he have to pay after he showed his dental card.
[AGENT][NEUTRAL] Yeah, what is he getting?
[CUSTOMER][NEUTRAL] He gonna have a distraction.
[AGENT][NEUTRAL] OK, so we would pay if it's a simple extraction, we would pay 80%, so he would be responsible after he meets his $50 deductible.
[AGENT][NEUTRAL] So depending on how much they charge him for the um the, the extraction, um, he would have to pay the 1st 50 and then 20%.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so, so his, his co-pay is $50.
[AGENT][NEUTRAL] His deductible is 50%, meaning before we start to pay anything, he pays the 1st 50 and then we pay 80% of the um extraction after he's met the um deductible.
[CUSTOMER][NEUTRAL] OK, well that, um, can you check his, his hospital policy too because he got, he got both cards.
[AGENT][NEUTRAL] What information about the hospital policy did you need?
[CUSTOMER][NEUTRAL] It's it's the hospital.
[CUSTOMER][NEUTRAL] Um, what, what is actually if he has to go or if he gotta go to the ER, um, what would he have to pay just like you just told me about the $50 co-pay for his dental.
[CUSTOMER][NEUTRAL] So he just got the card today.
[AGENT][NEUTRAL] So for an ER visit,
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] That's that's cheaper than what they gonna charge every business, so you gotta pay $50 and show them that code. I ain't have to have the printed out, but I'm, you gotta take them in on, so that's pretty good, but that must be some good dental insurance.
[CUSTOMER][NEUTRAL] that I'm on.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, so he, he would have a benefit amount of $75 for the ER visit.
[CUSTOMER][NEUTRAL] C. You say say if you have to go to the ER?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, well, that's still pretty good because sometimes it's $100 or $200. What they pay if you have to be admitted, what is the extra coverage for that?
[AGENT][NEUTRAL] So he is at, if he's admitted, he gets a $500 benefit for each day he's um hospitalized, it's a $50 benefit.
[CUSTOMER][NEUTRAL] How much
[AGENT][NEUTRAL] $50 per day and $500 for being admitted.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But these cards are active now.
[AGENT][NEUTRAL] As of [PII], yes.
[CUSTOMER][POSITIVE] OK then thank you.
[AGENT][NEUTRAL] Is there anything else I can assist with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.