AccountId: 011433970860
ContactId: 2a91681b-fe3c-48b4-a995-ebb051c6d1b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350890 ms
Total Talk Time (AGENT): 158599 ms
Total Talk Time (CUSTOMER): 147434 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/2a91681b-fe3c-48b4-a995-ebb051c6d1b3_20250314T18:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, um, I just recently signed up with, um, APR, and I just wanted to know like more information details and things of that of that nature.
[AGENT][NEUTRAL] OK. And your name is, and do you have the policy number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] One second, let me find.
[CUSTOMER][NEUTRAL] The policy number is gonna be.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 02598
[CUSTOMER][NEUTRAL] 986.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] All I need is a mobile.
[AGENT][NEUTRAL] And verify your date of birth, mail address and email address for me, please.
[CUSTOMER][NEUTRAL] And date of birth is [PII] and um
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][NEUTRAL] OK, and your email address?
[CUSTOMER][NEUTRAL] Um, email address, that's interesting because I don't know if I signed up with the work email or personal, but my work email is gonna be from [PII].
[CUSTOMER][NEUTRAL] And my personal email, if that's what I use, it's gonna be [PII].
[AGENT][NEUTRAL] And you said your work is champ or is that [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. And, and how do you say your name again? [PII]?
[CUSTOMER][NEGATIVE] A lie, I mean, it's [PII].
[AGENT][NEUTRAL] [PII]. OK. And do you have a call?
[CUSTOMER][NEUTRAL] Let's say [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] I'll just call you Ms. [PII] if it's OK.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, thank you. And you say you're calling to verify benefits under your plan?
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] OK, uh, the policy you have with us is a secondary supplemental plan. What it does, it helps with your major medicals, deductible, co-pay or co-insurance for services in an outpatient facility or if you're inpatient in the hospital.
[AGENT][NEUTRAL] Uh, outpatient band ER, urgent care, ambulatory surgery center, MRI or imaging center, inpatient band if you're confined in the hospital 18 hours or more.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, is there a co-pay or anything like that? It's just a supplementary, right?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] It is a secondary supplemental, yes, ma'am. Uh, there is no deductible or co-pay and also just to let you know, office visits are not covered, nor procedures in office, only outpatient or in hospital.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Outpatient.
[CUSTOMER][NEUTRAL] Did you say outpatient?
[AGENT][NEUTRAL] Outpatient or in hospital. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Outpatient, call.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] What would be your definition of an outpatient? Like, if you go in a doctor's office? Is that not an outpatient?
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Uh, office visits are not covered on an outpatient, outpatient VER Mergency room, urgent care, um, MRI or imaging center, um, outpatient hospital. Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 00, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] Oh, you're welcome, Ms. [PII]. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Yeah, can you email me like um a list of um you know.
[CUSTOMER][NEUTRAL] Um, outpatient and hospital care that you cover in my using my zip code.
[AGENT][NEUTRAL] We don't have a network of providers, that's something you would have to verify with your major medical.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And we do have an online service center if you like where you can set up an account to view your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I try to do that and I clicked on the number one, it keeps giving me the error message, so.
[AGENT][NEUTRAL] OK. Are you doing like a new user and then individual?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and ask for your name, social, zip code and email address, and you should have it, uh, go to the next step to where you'll be able to set up a username and password. Well, it could be because we didn't have an email in the system and the one I just put in is your work email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Would you, would you put my personal email, that would be better.
[AGENT][NEUTRAL] OK, what's your personal email address again? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I will put that in there. So when you, if you set up on the online service and use that email address and that's what we have in the system now.
[CUSTOMER][POSITIVE] Got you thank you.
[AGENT][POSITIVE] Yes, ma'am. Um, and is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That's about it. Thank you.
[AGENT][POSITIVE] Oh, yes. Thank you for calling APL. You have a great day and weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.