AccountId: 011433970860
ContactId: 30be9340-4a6b-4c3b-98fc-50dc19c1bcab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 734640 ms
Total Talk Time (AGENT): 320529 ms
Total Talk Time (CUSTOMER): 139078 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/30be9340-4a6b-4c3b-98fc-50dc19c1bcab_20250109T18:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, yes, I'm new, um, to this insurance. I was just wondering, um, I just had a few questions about the dental and the medical.
[AGENT][POSITIVE] OK, I can help you with your benefits. That's not a problem. Can I get your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII] Noble.
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And what is your policy number?
[CUSTOMER][NEUTRAL] Um, for medical or um dental?
[AGENT][NEUTRAL] Uh, let's start with the medical first.
[CUSTOMER][NEUTRAL] OK, it's um 02.
[CUSTOMER][NEUTRAL] 580431
[AGENT][NEUTRAL] OK, let me pull that in real quick for you.
[AGENT][NEUTRAL] OK, Ms. [PII], I'll need for you to please verify your date of birth for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you ma'am. And then also I'll need for you to verify your address, your phone number and your email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] [PII] um [PII]. And what else did you need?
[AGENT][NEUTRAL] Uh, the cell phone number, the number that you gave me, is that your cell phone?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, great.
[AGENT][NEUTRAL] All right, so this is just to verify your coverage. OK. All right, this is just to verify your coverage and it's not a guarantee of payment. So your plan is a hospital indemnity plan. So this plan helps if you go into the hospital. On the first day you're in the hospital, uh, and this is annually, that first day it pays $500.
[CUSTOMER][NEUTRAL] That's the only phone I have.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, if you're confined in the hospital for 18 hours or more, you have 30 days per calendar year, and it pays $50 per day.
[AGENT][NEUTRAL] If you're ever in intensive care.
[AGENT][NEUTRAL] You have 20 days per calendar year and it pays $100.
[AGENT][NEUTRAL] Uh, you have, uh,
[AGENT][NEUTRAL] An ER
[AGENT][NEUTRAL] Benefit of $50.
[AGENT][NEUTRAL] You have an urgent care benefit of $50. You have a physician's office visit.
[AGENT][NEUTRAL] Of $50.
[AGENT][NEUTRAL] And if you have to go through physical therapy, you have a $30 benefit. And you get that uh on the ER it's $2 per year. The urgent care, office visit, and the physical therapy is $4 per year.
[AGENT][NEUTRAL] Uh, you have diagnostic testing that pays up to $100.
[AGENT][NEUTRAL] You have an outpatient prescription drug benefit?
[AGENT][NEUTRAL] $10
[AGENT][POSITIVE] If you ever have to go on an ambulance, you have a $100 benefit that helps with that.
[AGENT][POSITIVE] If you ever have to be airlifted, you have a $200 benefit that helps with that.
[AGENT][NEUTRAL] Uh, you have a preventative elective surgery benefit of $500.
[AGENT][NEUTRAL] And you have a preventative
[CUSTOMER][NEGATIVE] I'm sorry, you're kind of cutting out.
[AGENT][POSITIVE] Oh, that was $500. That helped with surgery.
[CUSTOMER][NEUTRAL] The surgery?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes, and uh if you have surgery in a physician's office, the $250 benefit.
[AGENT][NEUTRAL] Uh, one day per calendar year.
[AGENT][NEUTRAL] And then you also have a critical illness, uh.
[AGENT][POSITIVE] Benefit and that helps up to $5000.
[CUSTOMER][NEUTRAL] I can't
[CUSTOMER][NEGATIVE] Yeah, it sounds like the phone's lacking, like it sounds like you're kind of talking under water.
[AGENT][NEGATIVE] Oh no, we don't like that.
[AGENT][POSITIVE] OK. I'm so sorry about that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That's OK. I didn't even hear the last thing you said something about critical illness, and all I heard was for a year.
[AGENT][NEUTRAL] Yes, OK, so critical illness, uh, can help up to $5000.
[CUSTOMER][NEUTRAL] OK. And what's that?
[AGENT][NEUTRAL] Critical illnesses like uh heart attack, stroke?
[AGENT][NEUTRAL] Um, if you can put in critical care.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So this isn't like insurance, like if you have to go to the doctor that um you just take your card in and then you just pay a copay and the insurance covers the rest. This is just like stuff that only pays up to a certain amount then you pay the rest.
[AGENT][NEUTRAL] Right, you're correct on that uh this is not a major medical plan. This is a limited hospital indemnity plan.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, um, so if I was to go to like a primary doctor, you said that's the physician, I'd be up to $50 you guys would pay and I would just cover the rest.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Or if you have a secondary or another insurance that could pick it up for you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, um, I actually just started a new job and I'm through a temp service and this is the insurance they offered. So I thought this was actually like a insurance, actual insurance insurance. I don't know if it was just like a
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] He and part of it, not all of it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So, OK, um, so what about the dental then?
[CUSTOMER][NEUTRAL] I have dental as well.
[AGENT][NEUTRAL] OK, let me look at the dental. Yes, ma'am. I've got your dental pulled up right now. Um, I looked it up while we were.
[AGENT][NEUTRAL] On the phone together if you would like on your dental insurance, I can send you a fax with your complete dental breakdown for you.
[CUSTOMER][NEUTRAL] OK, I don't have that.
[AGENT][NEUTRAL] I'm sorry, I can send you an email, an email. I apologize. I can send you an email. I said the wrong thing.
[CUSTOMER][NEUTRAL] No, that's OK.
[AGENT][POSITIVE] Um, but if you'd like for me to send you an email with your, yes, and that'll answer everything for you. It'll have all the benefits on it, um.
[CUSTOMER][NEUTRAL] Uh, yeah, you can send me an email, yeah.
[AGENT][POSITIVE] Also have your limitations. It'll have uh where you can send your claims, percentages covered all of that will be on it for you so you have a good understanding.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So I am going to
[AGENT][NEUTRAL] Send it to the [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm gonna do that while we're on the phone together.
[AGENT][POSITIVE] That way we can make sure we get it to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's gonna be, it's gonna be just a brief hold uh while I get it together and as soon as I put together I will get back on the phone and let you know it's on way.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Uh one.
[AGENT][NEUTRAL] poo poo.
[AGENT][NEUTRAL] Why is my computer spinning in the world?
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] Oh come on
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Miss [PII], I've got that uh email on its way to you.
[CUSTOMER][NEUTRAL] OK. Um, what's gonna, what's it gonna come under?
[CUSTOMER][NEUTRAL] Um, like who's that?
[AGENT][NEUTRAL] It's gonna come under care team or?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] It's come under the care team or it may come under my name [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I haven't received it yet. should be here shortly though.
[AGENT][NEUTRAL] Yes ma'am, I'm showing that it's still sending.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, is there anything else that I can help you with today before we go?
[CUSTOMER][POSITIVE] Um, no, that's it. I appreciate it. Thank you.
[AGENT][POSITIVE] You're very welcome you have a great day and thank you for calling APL, Miss [PII].
[CUSTOMER][POSITIVE] All right. Thank you. You have a good day too.
[AGENT][POSITIVE] And we're so proud to have you as a new customer.
[CUSTOMER][POSITIVE] Oh well, thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.