AccountId: 011433970860
ContactId: 4d4b60f5-9754-47f5-bff3-f7984c0da279
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 428010 ms
Total Talk Time (AGENT): 183932 ms
Total Talk Time (CUSTOMER): 180574 ms
Interruptions: 6
Overall Sentiment: AGENT=2.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/4d4b60f5-9754-47f5-bff3-f7984c0da279_20250402T19:17_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. I was, I was talking to another of your, uh, of the representatives there, but, uh, I, I lost the connection. Please see maybe you can help me. I was calling, uh, just to verify guys if you um if I decided to go to the urgent, um.
[CUSTOMER][NEUTRAL] Uh, to the urgency service, um, if you guys can, um, pay for the deductible that I have with my health insurance.
[AGENT][NEUTRAL] OK, so are you wanting to find out if you have benefits for urgent care visits? Is that correct?
[CUSTOMER][POSITIVE] Yes, that's what it is. Thank you, of course.
[AGENT][POSITIVE] Yes, ma'am. I can, yes ma'am, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And Ms. [PII], what is a good callback for you?
[CUSTOMER][NEUTRAL] Excuse me? Say it again.
[AGENT][NEUTRAL] What is your callback number? What's your phone number?
[CUSTOMER][NEUTRAL] Oh yes, [PII].
[AGENT][POSITIVE] Thank you and your policy number, please.
[CUSTOMER][NEUTRAL] OK. So, here in my car, I see the group number.
[CUSTOMER][NEUTRAL] And I see also that in hospital benefits certificate certificate number. Oh, so which number?
[AGENT][NEUTRAL] OK, you can give me the outpatient. Yes, ma'am, you can give me the outpatient number.
[CUSTOMER][NEUTRAL] Oh, the
[CUSTOMER][NEUTRAL] OK, thank you. OK. It's 019476.
[CUSTOMER][NEUTRAL] 1A
[CUSTOMER][NEUTRAL] M as in Mary
[CUSTOMER][NEUTRAL] L
[CUSTOMER][NEUTRAL] 8.
[AGENT][NEUTRAL] OK, thank you. Alright, give me just a moment please, Ms. [PII] to get your information pulled up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I will verify things with you first for security purposes and also any information that I do provide for you.
[AGENT][NEUTRAL] It would be a verification of benefits and not a payment. So if you would first please verify your date of birth.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, thank you. Also your home, well, just one moment, my system is taking a second. Your home mailing address, please?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. The phone number we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][POSITIVE] Thank you and lastly your email address please.
[CUSTOMER][NEUTRAL] Yes, it's, um, well, I have to, I'm not sure which one I have with you guys, but one is um [PII] is the one that you have here?
[CUSTOMER][NEUTRAL] Or I have the other one that is [PII].
[AGENT][NEUTRAL] No, ma'am. It's not a [PII]. What is the other? Uh.
[CUSTOMER][NEUTRAL] Yeah, the other is [PII].
[AGENT][POSITIVE] OK, thank you very much for verifying all of your information and yes ma'am, it is your Outlook email that is on file with us.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] OK, so on your plan.
[AGENT][NEUTRAL] You do have outpatient benefits you have an outpatient benefit maximum.
[AGENT][NEUTRAL] Per calendar day of $500 for covered outpatient services with no deductible. So when you go to the urgent care, you would present them your APL ID card along with your primary healthcare insurance card.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, OK, thank you, yes, because you see, I noticed that I have this insurance since [PII]. I never used it. And the other day I tried for another procedure that I have, but it was done on my um doctor's um office. So, uh, then when I tried to submit a claim, then I just realized that you guys just work with.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Right, and office.
[CUSTOMER][NEUTRAL] With the outpatients, right? Outpatient services or in hospital.
[AGENT][NEUTRAL] Right, the outpatient.
[AGENT][NEUTRAL] Yes, ma'am. So when, if you were to go to like urgent care, the emergency room or have some type of diagnostic testing or outpatient surgery, things like that, we can review under your outpatient benefits. But if you, for all
[AGENT][NEUTRAL] Visits and procedures done in your doctors are not covered under this supplemental policy.
[CUSTOMER][NEUTRAL] Mm, OK. Yeah, I didn't know. That's what I'm saying, I never use it.
[AGENT][NEUTRAL] But urgent care is something we could review for. Sure.
[CUSTOMER][POSITIVE] Yeah, and I'm having an issue with my knee and the doctor is not in today either tomorrow, so I say no I need to go because it's really bothering me and it's getting worse. So I'm glad that you could verify that with me, so you gave me that peace of mind. OK.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure. Oh yeah, well, you don't need that to happen.
[AGENT][POSITIVE] Yes, ma'am. Well, it was my pleasure. And then one more question for you, Ms. [PII], have you ever set up your profile in our online service center portal where you can have access to your ID cards? You have done that? OK, good.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Exactly, yes, I already printed out, but I just wanna make sure because that's what I'm saying, uh, because, say, uh, I mean, I see here that it says, you know, please using hospital benefits, inquiring in hospital benefits, but I just wanna make sure.
[AGENT][POSITIVE] Oh, OK, good.
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, uh, no, ma'am. Well, you are certainly very welcome. So is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that will be all. I appreciate it.
[AGENT][POSITIVE] OK, well, thank you so much for calling APL and.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] I hope that you get to feeling better and I hope you have a good evening.
[CUSTOMER][POSITIVE] Yes. You too. Thank you. I appreciate it. Bye-bye.
[AGENT][POSITIVE] Yes, ma'am. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm