AccountId: 011433970860
ContactId: 4dd94e26-c59d-4711-ad0b-384829f6d26e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343859 ms
Total Talk Time (AGENT): 169855 ms
Total Talk Time (CUSTOMER): 170689 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/4dd94e26-c59d-4711-ad0b-384829f6d26e_20250328T14:58_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. Um, OK, so I'm.
[AGENT][POSITIVE] Good morning
[CUSTOMER][NEGATIVE] I'm having a little problem. It's, uh, insurance, uh, what is it meant to do because I can't take out medicine, you know, they're charging me at the emergency room, like $300 to copay. So what am I paying for, to be honest, cause at this point I think I should just call Blue Cross and Blue Shield and pay them.
[AGENT][NEUTRAL] Well,
[AGENT][POSITIVE] It would be my pleasure to assist you. What is your policy number? Do you have that available?
[CUSTOMER][NEUTRAL] I have, let's see, the policy number. I just have this on my policy number is 02595543.
[AGENT][NEUTRAL] Thank you. And what is your name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, thank you. And Miss [PII], what is your current mailing address?
[CUSTOMER][NEUTRAL] Well, my current mailing address has changed.
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] And what is your email address and phone number, please?
[CUSTOMER][NEUTRAL] [PII] and the phone number is [PII].
[AGENT][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] Let me get your policy pulled up and I'll be happy to go over those benefits with you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said you went to an emergency room and they charged you for your, for the emergency room visit?
[CUSTOMER][NEGATIVE] Yeah, they're charging me for that, and, you know, I can't take out my regular medications because I can't pay for them.
[AGENT][NEUTRAL] All right. So,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Mind you, I'm diabetic. I have heart problems. I have the high blood pressure, and I can't take none of my medications cause I can't afford it because
[AGENT][NEUTRAL] Oh, that is
[AGENT][NEGATIVE] Yeah, it is expensive.
[CUSTOMER][NEUTRAL] Yeah, I can only, you guys call me.
[CUSTOMER][NEUTRAL] No
[AGENT][NEGATIVE] So expensive. Now, this is a limited policy. It's not a major medical plan.
[AGENT][NEUTRAL] But it does provide limited benefits for an accident or sickness treatment.
[AGENT][NEUTRAL] Um, for the emergency room, your benefit amount is $50 per day. Now that is what we can pay towards your emergency room visit.
[AGENT][NEUTRAL] That is a verification of coverage and not a guarantee of payment.
[AGENT][NEUTRAL] For your prescriptions, there is a benefit where we can pay $10 per day that you pick up the prescription.
[CUSTOMER][NEUTRAL] OK, so how does that, uh, how does that help me? That's what I wanna know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's the benefits for your policy. That's, and that's according to your policy guidelines.
[CUSTOMER][NEUTRAL] Yeah, what I, that's the policy they said.
[CUSTOMER][NEGATIVE] OK, listen to me. My, my, my, my, um, the people I work with, they picked these things out for me, OK, because I already had a prior plan which I loved, and I guess they dropped it to go with you guys, which was the worst mistake, and now I'm screwed. Now, is there any other policy that I can go on that I would cover more or should I just let go of this and and find something else on my own?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Yeah, and, and that is frustrating when you're needing that and, and medical cost is so outrageous these days. I do, I can understand your frustration for sure.
[CUSTOMER][POSITIVE] It's easy as a.
[AGENT][NEUTRAL] Um, what you can do is actually talk to your HR department and see if they are offering any other policies to help with your prescriptions.
[AGENT][NEUTRAL] Especially your prescriptions.
[CUSTOMER][POSITIVE] I have the best policy with them, and they moved with you with no staffing.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, they had the one that I needed, and they changed.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] I am so sorry because.
[CUSTOMER][POSITIVE] But you know what, I am gonna call. I, I am gonna call, yes.
[AGENT][NEUTRAL] Yeah, call them and see if they have anything else that they can offer. Well, it has to come through your employer because our policies are group policies through your employer and it your employer determines the coverage. So that's why you need to speak with them and hopefully they can give you some suggestions or if they offer a prescription provider to help with your medications.
[CUSTOMER][POSITIVE] Thank you you guys don't have anything else.
[AGENT][NEUTRAL] And another thing that I use, I don't know if you've heard of it, Miss [PII], but there is an app called a GoodRx. Have you heard of GoodRX?
[CUSTOMER][NEGATIVE] I use that too. That doesn't help. I use that to, trust me.
[AGENT][POSITIVE] Yeah, it helps a little bit. Yeah.
[CUSTOMER][MIXED] It helps a lot, a lot, don't get me wrong, but it, it doesn't help me. The Google, the Google records for the pharmacy, but what about my doctors, my doctor's visits, you know, see all, all those things. It's just not the medication. It's my doctor's like I have procedures and I.
[AGENT][NEUTRAL] But not enough, right?
[AGENT][NEUTRAL] It just didn't know.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Understand.
[CUSTOMER][NEGATIVE] Uh, operations that I got, I have to go through and I don't have a reliable insurance.
[AGENT][NEUTRAL] Mhm. Um, now, if you ever want to view your policy, you would, would you like for me to email you a copy of your policy?
[CUSTOMER][POSITIVE] Girl, with what you've told me, shit, it's nothing. So don't even worry about it. Don't even worry it's not even your fault. I'm gonna call HR now and see what they can do for me. Thank you.
[AGENT][POSITIVE] It's been my pleasure, Ms. [PII], and if there's nothing else I can help you with, I hope you have a wonderful day, OK?