AccountId: 011433970860
ContactId: 3fdefe76-9ed5-4e03-b06e-447527a6d7e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268899 ms
Total Talk Time (AGENT): 87547 ms
Total Talk Time (CUSTOMER): 161250 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/3fdefe76-9ed5-4e03-b06e-447527a6d7e5_20250212T14:58_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII]. I'm new to APL and, uh, so I just had a question on a, uh, benefits.
[CUSTOMER][NEUTRAL] Remark number P2E0146.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, Mr. [PII], um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, go ahead and use this uh cell phone number [PII].
[AGENT][NEUTRAL] Thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] Uh, I think so.
[CUSTOMER][NEUTRAL] Claim number, claimant.
[CUSTOMER][NEUTRAL] Explanation of benefits.
[AGENT][NEUTRAL] It's gonna be the reference, reference number?
[CUSTOMER][NEUTRAL] Well, oh no, no, no, there's a policy number here it's uh 02.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] 025
[CUSTOMER][NEUTRAL] 84619.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] It's kind of a good thing it said uh maximum benefit payable for the benefit service has been met. That's always a good thing because I don't get um doesn't help you if you don't use the benefit, but I just didn't know what it was for.
[AGENT][NEUTRAL] OK. All right. And may I have your date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] Uh, date of birth [PII]. Email address, um, [PII] unless they use my work email address uh and what was the other one?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, that's the one we have.
[AGENT][NEUTRAL] Uh, the mailing address. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah, [PII].
[AGENT][POSITIVE] OK thank you.
[AGENT][NEUTRAL] OK, so this is an office visit, um, and that $75 is the maximum benefit, um, payable by the policy. So that's what um the remarks quote is letting you know under that claim.
[CUSTOMER][NEUTRAL] OK, how many office visits do I get a year anyway? is it just, uh, I, I don't know what that is.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, let me check. Yeah, sure, no problem. Let's see.
[AGENT][NEUTRAL] All right, so let's see, it looks like it's gonna be 5. Let me double check on that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] gonna be one minute. I'm waiting on your documents, on the documents of the policy, OK? Thank you.
[CUSTOMER][NEUTRAL] Oh no, that's fine.
[CUSTOMER][NEUTRAL] Yeah, just
[CUSTOMER][NEUTRAL] No, I think this is pretty good because, uh, I was under contract. I wasn't getting any benefits. These, these, uh, the cost of these, these, uh, contracts is actually benefits is really quite low because at one point I tried, you probably heard it advertised on the news is Medicare.
[CUSTOMER][NEGATIVE] $1200 for my whole family and then every time I was trying to use basic benefits like an office visit they'd say, oh well that's not covered. I'm like wait a minute, you guys are hitting me for $1200 a month and you're basically not covering anything that would be what we call a little bit old fashioned, but we call that a rip off. So then I was, uh, at my current contract long enough to qualify for this benefit that and you know, quite frankly, to be blunt, I've been happy with it, so you know.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] It's good.
[AGENT][NEUTRAL] Alright, so it looks like, yeah, it's gonna be 5 visits, 5 visits per person per calendar year. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome, yeah, because what I'm doing is I've lost about 32 pounds and then because, um, uh, you know, I can't go buy a scale off the shelf and my doctor's working with me on my health plan. So yeah, that's about right. So you figure one visit every what, 23 months, something like that and just weigh in and check in with my blood pressure. Yeah, it's actually working. My blood pressure is going down, my A1C is going down, um, you know, the weight, I get more energy, so definitely.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm. Quarterly. Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Um, it's working, so appreciate it and thank you for doing, you know, thank you for doing your job and I'm grateful. Have a good day.
[AGENT][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] You're welcome. And you as well and thank you for calling APO. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, this is good actually. I'll, uh, thanks bye bye.
[AGENT][NEUTRAL] Mm. All right. Mm.