AccountId: 011433970860
ContactId: 49a7b906-cd7a-4332-9354-57faf1f5239e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279929 ms
Total Talk Time (AGENT): 161828 ms
Total Talk Time (CUSTOMER): 68050 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/49a7b906-cd7a-4332-9354-57faf1f5239e_20250414T14:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, it's a new insurance for me and I was just wondering what the doctor's copay would be.
[AGENT][NEUTRAL] OK, I can help you with your benefits, sir. um, may I please get your name and your call back number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name's [PII]
[CUSTOMER][NEUTRAL] My contact number is [PII].
[AGENT][NEUTRAL] Thank you, sir. And then may I also have your policy number?
[CUSTOMER][NEUTRAL] Yes, 02606398.
[AGENT][NEUTRAL] OK, let me look you up real quick.
[AGENT][NEUTRAL] OK, [PII], uh, I'll need for you to please verify your policy for me. Can you give me your date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] OK, that's [PII]. The phone number is [PII].
[CUSTOMER][NEUTRAL] And the email address should be I believe [PII].
[AGENT][POSITIVE] Yes, sir. Thank you. I appreciate you verifying your policy for me.
[AGENT][NEUTRAL] All right, and this is just to verify your benefits. It's not a guarantee of payment. This is a hospital indemnity plan. So what you have is, uh,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] If you go into the hospital for any reason, you have a hospital confinement benefit of $100 per day that you're in the hospital. And the first day that you go into the hospital, you get $1500 to go towards your hospital stay. Uh, you also have an intensive care rider on here for, uh, if you're ever in intensive care, it pays $400.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You have an outpatient sickness benefit rider that pays $75.
[AGENT][POSITIVE] You also have a wellness and diagnostic benefit that pays
[AGENT][NEUTRAL] $25 and you have surgery and anesthesia that pays $50.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I'm going to pull your policy up to see if there's any benefits that I may have overlooked that I can help you with.
[AGENT][NEUTRAL] And are you needing it for outpatient or you just wanting just your general benefits for this policy?
[CUSTOMER][NEUTRAL] Just, just general like, uh, all I needed basically right now is about like doctor's copay.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] OK. I'm not seeing that you have a copay on this policy.
[AGENT][NEUTRAL] I only see.
[CUSTOMER][NEUTRAL] So there's no codeco for Doctor school.
[AGENT][NEUTRAL] Right. So what it, what it, it is, it's a hospital indemnity plan and indemnity is a set amount for a covered procedure. So that's why those amounts that I gave you, those will be paid for any covered procedure that you have. Uh, your outpatient, uh,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sickness, if you have to go to the doctor for outpatient, you get 5 visits per calendar year.
[AGENT][NEUTRAL] That pays $75.
[CUSTOMER][POSITIVE] OK, so there's no, no copay, and I just, as long as I don't go over 5 business dollars, I'm good.
[AGENT][POSITIVE] Yes, sir. That's correct.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] All right, well, that's what I need to know, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, is there any other questions you may have for me that I can help you with today?
[CUSTOMER][POSITIVE] No ma'am I'm good right now.
[AGENT][POSITIVE] OK, well, you have a wonderful week, Mr. [PII], and thank you for calling APL.
[CUSTOMER][POSITIVE] All right, thank you, ma'am bye bye.
[AGENT][NEUTRAL] Bye bye, sir.