AccountId: 011433970860
ContactId: 2d7c32ea-d01a-4b5b-bb22-3f6b560aeb0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 510220 ms
Total Talk Time (AGENT): 223429 ms
Total Talk Time (CUSTOMER): 71441 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/2d7c32ea-d01a-4b5b-bb22-3f6b560aeb0e_20250408T20:04_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I need to find out if if something is covered on my account.
[AGENT][NEUTRAL] OK, so you're the insured and you have a question regarding your benefits. Is that correct?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][POSITIVE] Yes, I can help you. And who am I speaking with please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Miss [PII], what is a good uh callback number for you please, in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Am I what?
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] Uh, I don't know my policy number.
[AGENT][NEUTRAL] OK, are you the insured? Are you the primary?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Policyholder.
[AGENT][NEUTRAL] OK, what is your full social then so I can look up your information.
[CUSTOMER][NEUTRAL] Yes, I am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright thank you give me a moment to locate your information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide today will be a verification of benefits and not a guarantee of payment. I will have to verify several things with you first for security, so if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Your zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave to me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you, and the last thing to verify is going to be your email address please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and which policy are you calling on today, [PII]? Did you have a question regarding?
[CUSTOMER][NEUTRAL] Uh, the
[CUSTOMER][NEUTRAL] The one that covers ambulances?
[AGENT][NEUTRAL] OK, so your hospital indemnity plan, your limited benefits plan.
[CUSTOMER][NEUTRAL] Yes, I guess.
[AGENT][NEUTRAL] OK, just a moment.
[AGENT][NEUTRAL] Alright, just a moment.
[AGENT][NEUTRAL] Let me get that information pulled up to see if there are benefits for an ambulance on there. I'm not sure if there are. One moment.
[AGENT][NEUTRAL] OK, so on your limited benefit plan, there are not any benefits.
[AGENT][NEUTRAL] On this policy for ambulance services.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a
[CUSTOMER][POSITIVE] Well, I guess I answered that. Thank you.
[AGENT][NEUTRAL] Uh, give me just a moment to see if there is any other.
[AGENT][NEUTRAL] Give me just a moment. I'm gonna look at a couple of additional things.
[AGENT][NEUTRAL] Yes, sir, on that plan, I do not see.
[AGENT][NEUTRAL] Any benefits?
[AGENT][NEUTRAL] For an ambulance on your.
[AGENT][NEUTRAL] Hospital indemnity plan.
[AGENT][NEUTRAL] Now,
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] On the
[AGENT][NEUTRAL] Your group accident policy.
[AGENT][NEUTRAL] OK, let me look at that.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, so Mr. um, I, there are benefits for ambulance related services on your group accident policy, but I cannot pull up the specific information on that policy at this time. Now, I could try and connect you with someone who may possibly be able to see that.
[AGENT][NEUTRAL] And to provide that information to you, are you going to be filing a claim with us?
[CUSTOMER][NEUTRAL] Well, it wasn't an accident so I doubt it covers it.
[AGENT][NEUTRAL] OK, so this does
[AGENT][NEUTRAL] This does state that it is, you know, I mean, this is uh related to, this is on your accident policy.
[AGENT][NEUTRAL] But you're saying it wasn't related to an, OK. So yes, on your hospital indemnity point, OK. On your hospital indemnity policy, yes, sir, it does not have benefits for ambulance services.
[CUSTOMER][NEUTRAL] Yes, but this wasn't.
[CUSTOMER][NEUTRAL] No, it was a illness.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. And then one last thing, Mr. [PII], have you created your profile yet in the APL online service center where you can have access to your policy information with APL?
[CUSTOMER][NEUTRAL] No, I just
[CUSTOMER][NEUTRAL] No, I just found out about that. I was gonna do that next.
[AGENT][NEUTRAL] Oh, OK. Well, I actually
[AGENT][POSITIVE] Have a user guide that I would be happy to you that gives you some information on setting that up if you would like for me to do that I'll be happy to.
[CUSTOMER][POSITIVE] No, I'm, I'm good because.
[CUSTOMER][NEGATIVE] I'm gonna be fine trying to find figure out how I can cancel all these policies shortly.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now if to cancel any of your coverages for the employer that you're currently with that would all let's see, well you would reach out to your HR department.
[AGENT][NEUTRAL] You just need to contact your HR department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK. Well, you're very welcome. So is there anything else that I could help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, none at all.
[AGENT][POSITIVE] OK, well thank you then for calling APL and I hope that you have a nice evening.
[CUSTOMER][NEUTRAL] You do.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye.