AccountId: 011433970860
ContactId: 390cc5cc-4423-4577-892b-7f0eb9372003
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331820 ms
Total Talk Time (AGENT): 134061 ms
Total Talk Time (CUSTOMER): 104677 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/390cc5cc-4423-4577-892b-7f0eb9372003_20250304T17:09_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, I'm calling for um verification on my medical benefits.
[AGENT][NEUTRAL] OK, I can help with benefits. Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hey
[AGENT][NEUTRAL] OK, and what's your policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] Um, I don't see it on here. I, um, is my policy the same as my VIN number?
[AGENT][NEUTRAL] No, that's gonna be a a
[AGENT][NEUTRAL] It it might even say inpatient or outpatient or number.
[CUSTOMER][NEUTRAL] I don't see that either.
[CUSTOMER][NEUTRAL] Just
[AGENT][NEUTRAL] OK, I can look it up with your social security number if you give that to me.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up, Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], can you please provide for me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then I'm also gonna need for you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My phone number is [PII] and you said email address?
[AGENT][POSITIVE] Yes please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you I appreciate you verifying your information for me [PII] now that phone number that you gave me is that a good call back number if we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][POSITIVE] OK, thank you so much. And I'm looking at your policies, let me pull them up real quick.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] All right. Which policies?
[CUSTOMER][NEUTRAL] You have
[AGENT][NEUTRAL] Is it that you were wanting um your benefits for?
[CUSTOMER][NEUTRAL] You are
[CUSTOMER][NEUTRAL] Um, the, um, medical.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, and this is just to verify your benefits. It's not guarantee of payment. You have a hoity plan. It's a limited benefit plan that helps if you happen to go into the hospital.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I'm pulling your benefits now. If you go to the hospital, you have a 1 day per calendar year benefit of $1000 and then if you are confined to the hospital, you have 30 days per calendar year that pays $100.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] this little man, what you do.
[AGENT][NEUTRAL] Uh, you also have, um,
[CUSTOMER][NEUTRAL] OK, and
[AGENT][NEUTRAL] Outpatient accident and sickness benefit.
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] for you to go to a physician's office, get 4 of those a year.
[CUSTOMER][NEUTRAL] But now he's
[AGENT][NEUTRAL] And it pays.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] $100.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You also have it for an ER urgent care center or a physical therapy center and it's all for accident or sickness.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I have one question. Um,
[CUSTOMER][NEUTRAL] If I, OK, say that I, say I go to my physician's office and they prescribe me a medication and I go pick it up from the pharmacy. Um, do I have to pay out of pocket or?
[CUSTOMER][NEUTRAL] Do, um, this certain type of insurance cover it or it just depends?
[AGENT][NEUTRAL] It depends on how much the prescription is. You do have a pharmacy benefit $20 to help towards the prescription.
[CUSTOMER][NEUTRAL] Doing
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] OK. Um, that's all I was calling for.
[AGENT][POSITIVE] OK, alright, well, Miss [PII], I hope you have a wonderful day. We thank you so much for APL.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] You're welcome bye bye.