AccountId: 011433970860
ContactId: 2e0fd4ae-c44e-4b84-9d7e-daf5ff25db3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337519 ms
Total Talk Time (AGENT): 206429 ms
Total Talk Time (CUSTOMER): 127199 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/2e0fd4ae-c44e-4b84-9d7e-daf5ff25db3a_20250219T16:01_UTC.wav
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[CUSTOMER][NEUTRAL] I'm gonna start checking my paperwork.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I'm a little confused about, um, my benefits, and I'm hoping you can help me.
[AGENT][NEUTRAL] Sure we could take a look at those benefits um what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have your policy number?
[CUSTOMER][NEUTRAL] Um, it says 02584924.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, I'm just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] Uh, my mailing address is [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. Uh, looks like it is a [PII] account.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, yes, thank you for verifying that. OK, give me just a minute let me get your policy pulled up here. Did you have uh any specific questions or did you just kind of want a brief breakdown? Or if you'd like I can send you a copy of your policy, um, that does show all your covered benefits. Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] There are
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, I have
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] I have, I have specific questions, so I, I, I thought I was getting the stay healthy MEC enhanced plan where you have a $10 co-pay for primary care, $50 copay for specialists, $60 copay for urgent care visits.
[AGENT][NEUTRAL] Sure, go ahead.
[CUSTOMER][NEUTRAL] That's what I bought into.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So this policy, um, this kind of policy does not offer or does not have any sort of co-pay or anything, um, so I'm not sure if your employer had a different option, um, and they might have mistakenly give this one to you.
[CUSTOMER][NEUTRAL] What's a
[CUSTOMER][NEUTRAL] Because it says stay healthy MEC enhanced and they're taking out $43 a month, I mean a week out of my paycheck.
[AGENT][NEUTRAL] That might be through um.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] That might not be this policy that might be through a different this these kinds of plans can be a bit confusing. They are considered a multi plan, um, so if you would like, give me just a moment.
[CUSTOMER][NEGATIVE] Uh, no.
[CUSTOMER][NEUTRAL] But they don't ask enough we don't talk.
[AGENT][NEUTRAL] What I would do, I can absolutely send you this policy Irene, just so you do see what you have with us, um, but if you have a different kind of policy, which that's what it sounds like to me, I would have to transfer you to benefits and a card and they can go over that information with you if it's through a different carrier.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, well, what is, what is this the number I call, what is this particular for?
[AGENT][NEUTRAL] Sure this is yes this is American Public Life and this policy is it's called a hospital indemnity, um, so it's essentially a limited indemnity medical plan, uh, in that, in short, it is a limited into what as to what it does and does not cover, um, and it also pays a set dollar amount per covered procedure and office visit.
[AGENT][NEUTRAL] Did you want me to send you this policy so you have it?
[CUSTOMER][NEUTRAL] So maybe
[CUSTOMER][NEUTRAL] You can send it to me, so maybe this card that I have is just for hospital only, and then I have another plan for medical because I know.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] That is definitely possible, um, because this one does offer some medical benefits, um, like let's say diagnostic casting benefits, um, this one seems to be primarily surgical and like you said, um, hospital kinds of benefits. So let me go ahead and send this to you just so you have it, you know what you've got with us and then I can get you with uh benefits and a card.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And they can go over any other possible um policies that you might have through other providers or other carriers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK, alright.
[AGENT][NEUTRAL] Let's see, did you want me to send it to this um Gmail account that we've got for you?
[CUSTOMER][NEUTRAL] You can, right, yes, if you can email that to me that'd be great and then if you can transfer me over to the um.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Of course, absolutely.
[CUSTOMER][POSITIVE] To, uh, benefits in the car that'd be great as well.
[AGENT][NEUTRAL] Sure, OK, yes, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then also I did just go ahead and check to see if you had other policies with us. Um, I know you're talking more about medical, but you do also have a dental policy with us.
[CUSTOMER][NEUTRAL] Right, I have the I have the dental card, um, and they were saying that I have to look I guess find a carrier and see if they accept the plan because you guys don't have a list of providers or something.
[AGENT][NEUTRAL] Yes, so this kind of policy.
[AGENT][NEUTRAL] It well we do on our website um they part this plan participates in the Carrington PPO network so if you were to call around, that's honestly what I would do is find one that you know you really like that you know has good reviews and such, um, and just ask them if they participate in the Carrington PPO.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, um, do you want me to give you that phone number? um.
[AGENT][NEUTRAL] And then I can transfer you or did you just want me to transfer you for uh benefits and a card?
[CUSTOMER][NEUTRAL] For which one?
[CUSTOMER][NEUTRAL] Um, you can transfer me, that's fine, thank you.
[AGENT][POSITIVE] OK alrighty I'm just gonna put you on a brief hold I'll get them on the line for you thank you I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.