AccountId: 011433970860
ContactId: 4e4a7c76-aca8-44c8-8deb-5b657645f5d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243440 ms
Total Talk Time (AGENT): 114201 ms
Total Talk Time (CUSTOMER): 81406 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/4e4a7c76-aca8-44c8-8deb-5b657645f5d1_20250423T20:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling because um I have gap insurance through, through my dad through you guys and um
[CUSTOMER][NEUTRAL] I'm pregnant and I was wondering if you guys, what do you guys cover for like maternity? Like the hospital stay and the and delivery. Mostly delivery was my worry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's take a look. Do you have the policy number?
[CUSTOMER][NEUTRAL] Um, I have the group number.
[AGENT][NEUTRAL] Do you have the card? Do you see any sort of like certificate number on it?
[CUSTOMER][NEUTRAL] Yeah, I see the certificate number. I see in hospital or outpatient.
[AGENT][NEUTRAL] OK, you can give me either one.
[CUSTOMER][NEUTRAL] OK, I'll give you the in hospitals one.
[CUSTOMER][NEUTRAL] It's um whenever you're ready.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] It's 021-89479.
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][NEUTRAL] And then can I verify your first, last name, date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII], and it's [PII].
[AGENT][NEUTRAL] And then lastly, I mean, I just need to verify the uh physical address that would be on file.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] So you're just looking to see what the policy covered for delivery?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, please.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] All right. So, in hospitals confinement is defined as being in the hospital um for 18 hours or longer. So, any sort of inpatient benefits would be paid if you were considered in if you were in the hospital for 18 hours or longer.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Or longer so.
[AGENT][NEUTRAL] Um, the plan itself is meant to pick up any deductible, co-pay, or co-insurance from your primary, uh, what is not covered. So, the inpatient benefit max for the year is 2500, meaning that's the most that we would cover for any sort of inpatient stay.
[AGENT][NEUTRAL] Um, if it was considered outpatient, uh, the amount it looks like is 2000 for the calendar year.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][POSITIVE] OK. OK, perfect.
[AGENT][NEUTRAL] Did you have any
[CUSTOMER][POSITIVE] And then, um, I'm sorry to bother you.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEGATIVE] We were trying to log in online, but it was saying that the um information doesn't match.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] And it wasn't letting us log in.
[AGENT][NEUTRAL] This policy number that you gave me is no longer active. If you hadn't logged in at the time when it was active, unfortunately, you're not gonna be able to create a profile now. If you need to file a claim for something that occurred in the past, you can still do that. You would just have to submit it in the mail or fax it.
[CUSTOMER][POSITIVE] But we're covered through insurance right now, correct?
[AGENT][NEUTRAL] This policy has not been active since [PII], so there's no active policy that I share with us.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, no, it would not be, yeah, it would not be covered as of today.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK, thank you. I appreciate it.
[AGENT][POSITIVE] You're, you're welcome. Have a good day.
[CUSTOMER][POSITIVE] You too, thank you.