AccountId: 011433970860
ContactId: 48ce5c6b-a436-47cf-ac3a-5b1a9856d60c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 691590 ms
Total Talk Time (AGENT): 223557 ms
Total Talk Time (CUSTOMER): 169973 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/48ce5c6b-a436-47cf-ac3a-5b1a9856d60c_20250508T15:09_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, ma'am. Hi. I just called because I guess the phone got disconnected. Um, the reason why I'm calling you, ma'am, is because I, uh, my son needed, needs speech therapy, and I wanna see, uh, if he's eligible for more time. So it says that, um, I called earlier, the lady only said like $30 a day. I think it's only 4 days.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, I'll definitely look into the policy for you. So you just want to know the coverage um for speech therapy.
[CUSTOMER][NEUTRAL] Yes, ma'am, and see if, if maybe, uh, cause I called one of the, the places in [PII] where I'm from, and they don't take the insurance, and I told them that it pays the same in-network or out of network, but they said that they just wouldn't take it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But I wanted to see first if uh what what he's eligible for cause he had, he had gotten a referral and everything cause they the doctors had told him that he really needed uh the speech therapy.
[AGENT][POSITIVE] OK, um, well, I can definitely help you with the coverage and may I have your name and a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. Uh, my phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Uh, I don't have that with me right now. I can give you my social.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] And thank you for the.
[AGENT][NEUTRAL] Hold on one moment, I'm just waiting for the policies to come up here.
[CUSTOMER][POSITIVE] That's fine, ma'am, no worries.
[CUSTOMER][NEUTRAL] Hey, on the phone. Oh yeah, 4.
[CUSTOMER][NEUTRAL] Oh really.
[AGENT][NEUTRAL] All right, and I have your policy here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] 3 it's 321-96. My mail address is [PII] and my email is my last name [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And is it alright if I place you on just a brief hold while I take a look at the policy?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] This is a new group, so nobody's gonna have it's not.
[AGENT][NEUTRAL] Where is [PII].
[AGENT][NEUTRAL] That's not the same.
[AGENT][NEGATIVE] It's not the same. Oh my [PII], it's not the same.
[AGENT][NEUTRAL] Did she do 17?
[AGENT][NEUTRAL] Right, but
[AGENT][NEUTRAL] OK, so this doesn't have it.
[AGENT][NEUTRAL] And I guess they would be using the physician office.
[AGENT][NEUTRAL] No, physical therapy is right there.
[AGENT][NEUTRAL] We just have more information.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Pretty sure that's physical therapy.
[AGENT][NEUTRAL] Uh emergency room urgent care physician office.
[AGENT][NEUTRAL] That's physical therapy, 4 at 30. 0 my Lord. OK. Well, he's big, right?
[AGENT][NEUTRAL] So if yep.
[AGENT][NEUTRAL] Just in case.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Upgrade, downgrade. OK, there you go. I don't know what the options are, but they can talk to him about it.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Just fine
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. I was just going over the policy, um, so yes, you are correct. The benefit for this policy, um for physical therapy, um, speech and occupational therapy, um, it's 4 visits at $30 per visit.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, now you do, I do have the number 2 benefits in a card if you're wanting to like make changes to your policy. I don't know what the options are, but if there are some to like maybe upgrade or see something that fits what you need more to see if you can.
[AGENT][NEUTRAL] If that's an option for you.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And that one is only 44 times and, and that's it. It's not like 4 times a week or a month.
[AGENT][NEUTRAL] So this is 4 times per calendar year.
[CUSTOMER][NEUTRAL] OK. OK. So what is the number, ma'am, for the other one, for the num uh to upgrade then?
[AGENT][NEUTRAL] So it's 1-800.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 497.
[CUSTOMER][NEUTRAL] 497
[AGENT][NEUTRAL] 4856.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEGATIVE] OK, ma'am. And is there a reason why there's like a bunch of numbers because I called one number, the, the, I guess the one that I have, and then they send me to another one and now you're sending me to another one. Is it like different types of insurances that I'm paying for or or how does that work?
[AGENT][NEUTRAL] Um, I don't know what, I don't know what the other numbers were, but for APL, um, benefits in a card is the employer, like the 3rd.
[AGENT][NEUTRAL] They're the employer. So all of our policies are through the employer, but we can't make any changes unless they tell us. So that's why we direct you to them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, alrighty, ma'am, let me go ahead and give him a call then.
[AGENT][POSITIVE] Alright, well, was there anything else I can help you with today? You're welcome.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] No, ma'am, that's it, ma'am. Hopefully they're, they're able to, I guess have an upgrade something cause I know I'm paying, I've been paying quite a few just for me myself. It was almost like $300 a month and now with them it would probably be like $500 that I'll be paying, so I don't know why they would limit the amount cause it's a pretty hefty bill for for medical that I'm paying.
[AGENT][NEUTRAL] Yeah, and see when you talk to your benefits department, see what because each employer offers different policies. So, see if there's other types of policies like if they just offer hospital indemnity or if they offer medling policies with a major insurance company, like see if they have other options because the hospital indemnity policy is like a limited medical policy, but some of the policies do have like um
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The office visits or wellness, so it's like you can kind of mix and match. It depends on what they present for y'all to pick from.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL Mr. [PII]. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] All right, well, all the information provided was a verification of benefits, not a guarantee of payment, and I do hope you have a great day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thank you, ma'am. Bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.