AccountId: 011433970860
ContactId: 4cd041ae-3508-4a96-ba6d-4fef56603165
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223139 ms
Total Talk Time (AGENT): 118462 ms
Total Talk Time (CUSTOMER): 59871 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/4cd041ae-3508-4a96-ba6d-4fef56603165_20250220T15:59_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I was trying to see uh.
[CUSTOMER][NEUTRAL] Uh, I need to go see a urologist, so I was trying to see if, if, if I'm covered at this, uh, particular place.
[CUSTOMER][NEUTRAL] What my benefits?
[AGENT][NEUTRAL] OK, I, I can tell you what your, your benefits are, um, if you have a, a gap policy with us, if, if that's what you're asking. Um, do you have your policy number there with you?
[CUSTOMER][NEUTRAL] Uh, no, they said I switched over to American plan, so I don't know the policy number.
[AGENT][NEUTRAL] OK, well, we can, maybe we could look it up by your social security number.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And if I could just verify your name and date of birth and a phone number, please.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII], [PII].
[AGENT][NEUTRAL] And you're going to a radiologist, is that correct, uh, [PII]? Is that?
[CUSTOMER][NEUTRAL] No, you, you are, you are, you are all.
[AGENT][NEUTRAL] Neurologist, ah, I understand. OK.
[CUSTOMER][NEUTRAL] I have a tax ID number whenever you're ready to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, no, that's fine. Um, so I'm looking at your policy, uh, what you have is the hospital indemnity policy with us, um.
[AGENT][NEUTRAL] And uh these don't have a network. So when you go into the doctor, um you can go into any doctor uh that you would like. Uh, it doesn't really matter. Um, we don't have a list of, of physicians that you can go to. Uh, your policy pays a, a limited benefit, uh, for these services. Um, so for example, for like, um, see if I can find it here. Uh, you, it's probably gonna end up being like a, a physician's office visit.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, is the way that they would, they would look at this, um, and we would pay a flat rate benefit of $50. So, uh, you can go to any, um, uh, physician that you want.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So you guys only put dollars.
[AGENT][NEUTRAL] That's, that's correct, yes. Um, so for like an office visit or for your urologist, it pays that flat rate, um, uh, benefits, uh.
[AGENT][NEUTRAL] But uh yes, you can go to any, um any physician that you would like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you able to send me, uh.
[AGENT][NEUTRAL] Is there
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Are you able to send me new new benefit cards?
[AGENT][POSITIVE] Yes, absolutely. Um, what is your, uh, what is your um address, please?
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] They would
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And, and that is in uh [PII], is that correct?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Yes, I can certainly have another card sent to you. Um.
[AGENT][NEUTRAL] Is there anything else at all that I may help with?
[CUSTOMER][NEUTRAL] No, I think you helped me out. You said you guys only pay out $50 so I can go anywhere. Maybe I can just call the place.
[AGENT][NEUTRAL] Uh yes, that
[AGENT][NEUTRAL] Yeah, just call them and
[CUSTOMER][NEUTRAL] Call them back and let them know.
[AGENT][NEUTRAL] Yeah, just let them know and if they have any questions about your benefits they can contact us and we'll be glad to, to, uh, give them that information where to send their claim because usually that's what they're looking for. They just wanna know where to send a claim.
[CUSTOMER][NEUTRAL] OK, OK, alright.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, well, thank you for contacting UT.