AccountId: 011433970860
ContactId: 49c52c09-c70d-4ba6-b3f8-a49b2c282c2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225309 ms
Total Talk Time (AGENT): 110136 ms
Total Talk Time (CUSTOMER): 95801 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/49c52c09-c70d-4ba6-b3f8-a49b2c282c2e_20250224T16:54_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 um I was calling just to find out um clarification about my plan um I was just wondering if it covered, um, prescriptions does it cover that?
[AGENT][NEUTRAL] I can check that for you. Do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] Sure. It is.
[CUSTOMER][NEUTRAL] 2566425
[AGENT][NEUTRAL] And what is your name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, my name is [PII], [PII]. Um, the plan is under [PII], my husband.
[AGENT][NEUTRAL] All right, thank you. And what is your current mailing address?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] All right, thank you, Ms. [PII] and what is a good callback number in case we get disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. Now, this policy, and I can help you with that pharmacy um coverage. This policy is a secondary medical gap.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Prescriptions are not covered under your plan, under this plan.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. OK, that's what I thought, but I was like, I better check.
[AGENT][POSITIVE] Absolutely. Better to check then you never know, right?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Right, well, I appreciate your help.
[AGENT][NEUTRAL] It's it's
[AGENT][POSITIVE] It's been my pleasure to assist you with that prescription coverage, Ms. [PII]. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, actually, can you tell me if there's any claims on the account yet because I, I submitted a few. I just, I didn't know if they went through yet.
[AGENT][NEUTRAL] Sure. Was it for yourself?
[CUSTOMER][NEUTRAL] Um, no, my husband actually.
[AGENT][NEUTRAL] For [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't have any claims on file as of now, this policy was active on [PII].
[CUSTOMER][NEUTRAL] Yeah, I just called them in last week because the um the hospital and the doctor, they didn't, they didn't do it themselves, so they sent me a bill. So then I called them back and they said they were gonna submit it so it just might have not gone through yet.
[AGENT][NEUTRAL] Yeah, I don't see that they've sent us in yet.
[AGENT][NEUTRAL] Now we do have an online account, a portal. If your husband or you want to create that account that is at [PII] actually I see you have an active account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you can check the status.
[CUSTOMER][POSITIVE] Yeah, I actually created one.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I created one last time because um I was going to go on and do the claims myself but then the hospital was calling me so I was they just said they would do it. I was like, OK.
[AGENT][POSITIVE] Yeah, it's easier for them to do it. They've already got all the documents needed to file a claim, but if you ever need to file a claim for reimbursement, well, you definitely can do that on our, on the portal.
[CUSTOMER][NEUTRAL] Yeah, that's what I think
[CUSTOMER][POSITIVE] OK, I appreciate it thank you.
[AGENT][NEUTRAL] And if you ever want to see what's covered on your policy, all you have to do is click on the policy number itself and your documents will download and you can view your benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great, thank you.
[AGENT][POSITIVE] My pleasure. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Well, thank you for calling APL. I hope you have a wonderful day. Call us again if you need anything, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you. You too, bye.
[AGENT][POSITIVE] Thank you. Bye-bye.