AccountId: 011433970860
ContactId: 46a55044-9d69-481c-b657-842a8cfd92b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289320 ms
Total Talk Time (AGENT): 128130 ms
Total Talk Time (CUSTOMER): 100078 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/46a55044-9d69-481c-b657-842a8cfd92b0_20250605T21:38_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is.
[CUSTOMER][NEUTRAL] Hi, how are you doing?
[AGENT][NEUTRAL] I'm fine, and yourself?
[CUSTOMER][POSITIVE] Good, thank you.
[CUSTOMER][NEGATIVE] I'm calling um because I never got my cards. um I have gap insurance through my employer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is your name?
[CUSTOMER][NEUTRAL] My first name is [PII] I. Last name is [PII]
[AGENT][POSITIVE] OK, thank you, give me one moment.
[AGENT][NEUTRAL] Let's see, OK, and verify your date of birth, mailing address and email address for me, Miss [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Home address is [PII]. My email address is [PII].
[AGENT][NEUTRAL] OK, um, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] OK, thank you ma'am.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, and you say you have not received your cards?
[CUSTOMER][POSITIVE] Exactly
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, I can send a request for them to be mailed out to you, um.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I give it 3 to 5 business days. Go ahead.
[CUSTOMER][NEUTRAL] Is it possible for you to um
[CUSTOMER][NEUTRAL] Is it possible to get it via email?
[AGENT][NEUTRAL] Yes, ma'am, and also just to let you know we do have an online service center to where you can view your cards as well as print them out, but I can definitely email them to you.
[CUSTOMER][NEUTRAL] Your car
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] Yes, ma'am. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Yes ma'am
[CUSTOMER][NEUTRAL] Um, yes, uh, I have a question.
[CUSTOMER][NEUTRAL] About
[CUSTOMER][NEUTRAL] What gap in what, what it covers. So, does it cover copays when you go to the emergency room?
[AGENT][POSITIVE] Um, yes, way the policy works is a secondary supplemental plan. It helps with primary insurance, deductible, co-pay or co-insurance and pays up to your max benefit for either outpatient or in hospitals.
[CUSTOMER][NEUTRAL] OK, so even if I go to like my primary care or OB, my co-payment, it covers.
[AGENT][NEUTRAL] Not for office visits. Um, it says outpatient in hospital, outpatient, it does cover procedures in office if those procedures are for sickness or an injury, and that is covered on an outpatient, but just a regular office visit or a wellness visit, those are not covered under the plan.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Outpatient.
[CUSTOMER][NEUTRAL] OK, and what about OBGYN visits?
[AGENT][NEUTRAL] Um, no, it doesn't cover any office visits. Like I said, it covers procedures and all, like if you were to have an office lab or diagnostic, uh, those services are covered, but not for the office visit charge.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Gotcha. OK.
[AGENT][NEUTRAL] Yes ma'am, and um also on the online service center you uh will be able to view your policy as well.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, so how long should I wait until I receive that, uh.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] The cards.
[AGENT][NEUTRAL] Uh, give me a few moments. So I'll give it 5 minutes.
[CUSTOMER][NEUTRAL] 5 minutes. I do have one more question. For, for hospital visits, if I just went to the hospital a few days ago, um, I can just call them and give them my card information and it will cover my recent visit.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, you can let them know you have secondary insurance and they don't know that most times what they would do is call our office to verify benefits and we can let them know where to submit claims, but you can definitely call them and just let them know you have secondary coverage.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] Yes, ma'am, and thank you for calling APM Ms [PII]. Have a great day.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.