AccountId: 011433970860
ContactId: 4002ccab-b97b-4e7b-90c3-5244d4b49a3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 333220 ms
Total Talk Time (AGENT): 136096 ms
Total Talk Time (CUSTOMER): 161126 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/4002ccab-b97b-4e7b-90c3-5244d4b49a3d_20250122T23:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Please
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][POSITIVE] I am good. How are you?
[CUSTOMER][NEUTRAL] Uh, my name is I'm fine, thank you. My name is [PII], and I'm just trying to confirm um what benefits I actually, uh, signed up for back in, uh, December.
[AGENT][NEUTRAL] OK. Do you by chance have any sort of policy number, anything like that? I can pull it up?
[CUSTOMER][NEUTRAL] Yes, uh-huh, yeah, uh, the policy number I'm showing is 0257.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 653 9
[AGENT][POSITIVE] Alright, thank you for that. Let me pull this up here.
[AGENT][NEUTRAL] All right, thank you, [PII]. And then if I could just get your date of birth and address, please?
[CUSTOMER][NEUTRAL] Yes, date of birth [PII], uh, address [PII].
[AGENT][POSITIVE] Thank you so much. And it looks like.
[AGENT][NEUTRAL] The email address on file is a Gmail account is that still good for you?
[CUSTOMER][NEUTRAL] Yeah. Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like you have a dental plan with us, and then you have a medical plan. It's a limited benefit hospital indemnity plan. So the medical plan just pays a set amount depending upon what you're being seen for, um, whether or not it's an office visit, whatever the case may be.
[CUSTOMER][NEUTRAL] OK, and the reason um I'm asking is because.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] When, when I, um, the like a couple of days before the last uh day that I was, uh, due to select or a plan, uh, so I wouldn't have to wait until open enrollment again, um, I, I was under the impression, um, that I told them that I just wanted, um, the dental plan opposed to the medical plan as well because how much am I paying for both?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see, so.
[AGENT][NEUTRAL] Um, the dental plan premium is $3.30 and then the medical is $23.75.
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEGATIVE] OK, um, yeah, because that's the one that's killing me in that medical cause I, um, I already have a medical and uh what I was trying to do is I was trying to get some extra, uh, pharmaceutical, uh, benefits, but the prescriptions that I originally called, um, check to see if the uh pharmacy that, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] The prescription company uh that you guys use to uh they they paid and they did not, um, offer, um, for my main prescriptions I needed, uh, the premiums paid for.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] And you say that so this medical only is covering, covering.
[CUSTOMER][NEUTRAL] Limited, uh, medical things.
[AGENT][NEUTRAL] Yeah, so they call it um a limited benefit plan meaning that it just pays like a set amount depending upon what it's for. So I'm not sure, let me see what.
[CUSTOMER][NEUTRAL] and uh consider.
[AGENT][NEUTRAL] It's on here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So yeah, under outpatient prescription drug, it shows a benefit payment of $20.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] So what that means is that the plan would just pay that set amount towards an approved prescription. It's not like a PPO or anything where it's paying like a percentage.
[CUSTOMER][NEUTRAL] Mm, OK, yeah, because they don't cover my, uh, Olympic, they don't cover mine and zest, and those are my main two expensive, uh, prescriptions.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, that are not even covered, yeah, so, OK, well, in that case, how do I go about canceling this, the medical portion? All I want is the dental.
[AGENT][NEUTRAL] OK, so let's see here.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] 5
[AGENT][NEUTRAL] OK, so it looks like you would actually cancel this through your employer, um, since they're taking it as a pay it looks like a payroll deduction, so you should have a point of contact for like an HR person or somebody in benefits, um, to speak with to cancel it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so it's not this number that I just called which is [PII]. OK, I will reach out to them.
[AGENT][NEUTRAL] Yeah, where the actual.
[AGENT][NEUTRAL] OK. Yeah, not a problem. Anything else?
[CUSTOMER][NEGATIVE] Yeah, and have them cancel it.
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] All right have a good day. You're welcome, [PII]. Bye bye.
[CUSTOMER][NEUTRAL] Mm