AccountId: 011433970860
ContactId: 3f7482c0-4ba7-4e6b-9ace-b1e7338e1a85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288410 ms
Total Talk Time (AGENT): 133730 ms
Total Talk Time (CUSTOMER): 102110 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/3f7482c0-4ba7-4e6b-9ace-b1e7338e1a85_20250422T19:25_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. This is [PII]. um.
[CUSTOMER][NEUTRAL] I've been trying to get some medical stuff done, but uh,
[CUSTOMER][NEUTRAL] The hospital is saying I don't have medical insurance and I'm just wondering, you know, uh, before I had medical, not just dental and vision.
[AGENT][NEUTRAL] OK. Do you have a policy number or I can look it up by your last name or social?
[CUSTOMER][NEUTRAL] Um, I've got.
[CUSTOMER][NEUTRAL] 020.
[CUSTOMER][NEUTRAL] 44285
[AGENT][NEUTRAL] OK. And what was your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then do you have a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, I just need two other pieces of information. What is your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your email address.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see what policy this is.
[AGENT][NEUTRAL] OK, so it looks like the policy, um, this is a hospital indemnity policy, and so it has like limited coverage for certain services. Um, let me pull up what we're
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Covered. Um, are you going in for like a doctor's visit or what type of services are you going in for?
[CUSTOMER][NEUTRAL] Well, I'm
[CUSTOMER][NEUTRAL] I've already gone for a doctor's visit and I've gotta go and get a a head scan and all that stuff.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEGATIVE] But the lady from the hospital just called me and said I don't have any medical insurance that's why I was like wait what?
[AGENT][NEUTRAL] Um, so this, this isn't considered like a major medical policy. It's like a supplemental hospital indemnity policy, um, and this is not a guarantee of payment, basic outline of your policy. So, if you're going for like medical imaging, like an MRI, are they doing an MRI or a CAT scan or?
[CUSTOMER][NEUTRAL] They they're doing a couple of them, but an MRI, a CAT scan, and something else.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEGATIVE] And then in in May, they want to run a scope down my throat and then one up my behind.
[AGENT][NEUTRAL] OK. So for this policy, for diagnostic testing, um, like medical imaging, which would include an MRI, the maximum benefit payable is $400 per day, and that's only paid out once per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So this is a, it's a limited hospital plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] So, basically.
[CUSTOMER][NEUTRAL] I don't have insurance.
[AGENT][NEUTRAL] I mean, based on what we have under these policies, they're like I said, they're limited supplemental policies, like you have a group term life, uh, dental, the hospital indemnity.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Um, there's a critical illness and then a group accident policy.
[AGENT][NEUTRAL] Um, which, like your accident policy is specific for certain accidents, critical illnesses, certain like diagnoseses like heart attack, stroke.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] Um, and then your hospital indemnity, yeah, like I said, it's, it's limited as well on the benefit payout, so.
[CUSTOMER][POSITIVE] Got you, got you.
[CUSTOMER][NEUTRAL] So is there any way I can up all that or no?
[AGENT][NEUTRAL] Um, this is offered through your employer, um, so if, if they have some other offerings, I, I wouldn't know, um, you could check with your human resources, but this is, this is the policies that we have with them, so.
[CUSTOMER][POSITIVE] Got you, got you.
[CUSTOMER][NEUTRAL] All right. Well, I'll give them a call then.
[AGENT][NEUTRAL] OK. Anything else I can help with today, sir?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, ma'am. I'm just wondering.
[CUSTOMER][POSITIVE] Alright, well that'll work.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. I hope you have a good afternoon.
[CUSTOMER][POSITIVE] Yes, ma'am, you too.
[AGENT][POSITIVE] Right, thank you. Bye.
[CUSTOMER][NEUTRAL] Bye bye.