AccountId: 011433970860
ContactId: 308d19fd-df53-4378-be04-c6131dbe0422
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 631849 ms
Total Talk Time (AGENT): 244408 ms
Total Talk Time (CUSTOMER): 174415 ms
Interruptions: 4
Overall Sentiment: AGENT=0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/308d19fd-df53-4378-be04-c6131dbe0422_20250604T16:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII] and I was uh trying to check on my co-pay, um.
[CUSTOMER][NEUTRAL] Because every time I go to the doctor it's like 100 and then 110.
[AGENT][POSITIVE] OK. I can help you with your benefits. Uh, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] Mm, I'm just gonna.
[CUSTOMER][NEUTRAL] Oh I'm sorry. I see my ID number.
[CUSTOMER][NEUTRAL] I guess a policy number.
[AGENT][NEUTRAL] Policy certificate number, is that on there or inpatient outpatient benefits number?
[CUSTOMER][NEUTRAL] I, I got the I got the employer number and I got the ID number.
[CUSTOMER][NEUTRAL] And I got the, it says video. Alright, let me look on that.
[CUSTOMER][NEUTRAL] It says I got um.
[CUSTOMER][NEUTRAL] That's vision. That this is for medical, right?
[AGENT][NEUTRAL] Um, what is your mem what's the member ID? And maybe I can look it up that way.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Wait just a minute, man. I'm sorry.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Mm, I, I only see the group number and the ID number.
[CUSTOMER][NEUTRAL] And then that's right here.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, I think.
[CUSTOMER][NEUTRAL] Let me turn on the back and I see.
[AGENT][NEUTRAL] If you want, I can look it up by your social. Would that be easier?
[CUSTOMER][NEUTRAL] Oh, OK, yeah, because I don't see it on here.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] OK, you got that?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] You ready for the for the OK [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Alright, give me just a moment, let me see if I can pull you up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is all this time.
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] First and last name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And were you needing assistance with a medical plan or your dental plan?
[CUSTOMER][NEUTRAL] Oh, with my medical plan?
[AGENT][NEUTRAL] OK, because I see you have 3 and I just wanna make sure I go to the right one.
[CUSTOMER][NEUTRAL] I didn't, I didn't know I had two different, uh.
[CUSTOMER][NEUTRAL] I didn't know I had two different um.
[CUSTOMER][NEUTRAL] Because on here, from my understanding, I only thought I had just one.
[CUSTOMER][NEUTRAL] Medical uh plane.
[CUSTOMER][NEUTRAL] And I thought that was the, the 90 degree, but the lady said it does not.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, let me, let me check, um, if you could.
[CUSTOMER][NEUTRAL] She said that it was American public life.
[AGENT][NEUTRAL] Uh-huh, that's us.
[AGENT][NEUTRAL] Um, it could be 90 degrees that they bought plans through us. Um, I can check your policy in just a moment. Can I go ahead and get you to verify some information for me real quick?
[CUSTOMER][NEUTRAL] OK, but I don't, it's not.
[CUSTOMER][POSITIVE] Oh yes ma'am mhm mhm.
[AGENT][NEUTRAL] OK. Um, I just need you to verify your date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And your mailing address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] And it looks like you do have
[AGENT][NEUTRAL] A hospital indemnity plan and a dental plan.
[AGENT][NEUTRAL] Let me see, and you are wanting medical.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] I just want medical, vision and dental.
[AGENT][NEUTRAL] Well, you, you might have vision. It just won't be through us. You probably have it through your employer, but not through us. Um, we don't have vision insurance.
[AGENT][NEUTRAL] That could be part of the 90 degrees that they were that they were talking about or a multi plan um that would be specific to your employer, uh, so you'd need to get with your employer for those. Um, I do show that you have a hospital indemnity plan with us though and a dental plan.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, for your hospital indemnity plan, were there specific questions that you had?
[CUSTOMER][NEUTRAL] Oh yes ma'am, I was wondering why my copay was so high.
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] Alright, let me pull up your policy and see what's going on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So this plan, I'm not seeing a specific co-pay. I am just seeing um hospital admission and confinement benefits and um benefits related to an accident or injury, or I'm sorry, an an accident or a sickness.
[AGENT][NEUTRAL] And then you have a diagnostic testing benefit, but I'm not seeing any co-pay. It might be, um, do you have any other, do you have a primary or a major medical insurance?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Um, no, ma'am, I just been, uh, uh, I don't, I don't know, I think I'm gonna get something wrong cause I, uh, I was thinking I would just get the regular insurance on the job and, uh, it was called 90 degree benefit. That's what I thought I was getting.
[AGENT][NEUTRAL] OK, that might be the other one.
[CUSTOMER][NEUTRAL] I didn't know that it was like.
[AGENT][NEUTRAL] Let me see, um, because if you have one that says 90 degree benefits they bought that through us but we don't handle any of their requests. Give me just a moment.
[AGENT][NEUTRAL] And let me check on that for you.
[CUSTOMER][NEUTRAL] Oh, go on.
[AGENT][NEUTRAL] Because we are able to see those 90 degree benefits even though they bought the plans through us um we don't, we don't handle anything other than certain claims the rest would go to IMA um if you're needing questions about your.
[AGENT][NEUTRAL] Co-pay, you might need to go to benefits on a card. Um give me just a moment so that I can give you the right information though.
[CUSTOMER][NEUTRAL] I wonder why there's so many different.
[CUSTOMER][NEUTRAL] Situation.
[AGENT][NEUTRAL] Yeah, it can be pretty confusing um sometimes because this isn't, your hospital indemnity plan isn't a major medical. It's just a supplementary insurance for hospital. Um, so if you end up going to the hospital for any sort of accident or an, or an illness, this plan helps cover that.
[AGENT][NEUTRAL] Um, you will need to talk to benefits and a card to see um if they have other plans available for you that might help with the co-pay. Um, and are you ready for that phone number?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK. You'll go to [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 4856
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And talk to them about your 90 degree benefits and what they have.
[CUSTOMER][NEUTRAL] And the name of the.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I'm not able to see those, the 90 degree benefits.
[CUSTOMER][NEUTRAL] Because, uh, where I go to the doctor.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK then, alright.
[CUSTOMER][POSITIVE] Alrighty, thank you.
[AGENT][NEUTRAL] Yeah and let let them know that you talked with us though, OK?
[CUSTOMER][NEUTRAL] Oh OK, I will.
[AGENT][NEUTRAL] Yeah, so that they don't transfer you back to us because I'm not able to see that one right, you have a great day OK?
[CUSTOMER][POSITIVE] Mm I have a good day.
[CUSTOMER][NEUTRAL] All right, all right, bye bye.
[AGENT][NEUTRAL] Alright bye.