AccountId: 011433970860
ContactId: 5309428a-8058-485a-a35c-8ed3b3a800c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 848940 ms
Total Talk Time (AGENT): 442937 ms
Total Talk Time (CUSTOMER): 265274 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/5309428a-8058-485a-a35c-8ed3b3a800c2_20250624T14:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, [PII], I might have talked to you earlier. I just, I got a pen and paper. I'm trying to get a little more information on this policy. I got.
[CUSTOMER][NEUTRAL] OK, I got the BIC pro VIP Pro.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] My policy number is 02621960.
[AGENT][NEUTRAL] And who am I speaking with please?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Tell me [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And I've, I've got the explanation of benefits right here. I've got one that says, uh, I had a hernia OK and.
[CUSTOMER][NEGATIVE] Then I, I talked to someone else and said, oh my, my policy that I have was not major or something. I was under impression the, the pro I might have misunderstood when I took this out with the company that I work for, you know, got insurance and all. I probably, I, I'm not saying I did or didn't. I don't know, but I'm just trying to get some more, but someone I just talked to and when y'all was uh.
[CUSTOMER][NEUTRAL] Maybe not in y'all's office, but the American Public Life Company earlier told me that I, I've only allowed 4 office visits or something. Can you, can you run this, maybe explain it to me a little bit more thorough, or you need to pull up and see what's going on with my policy and my.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so you have questions on your benefits, is that correct, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah, and also on my bills I got.
[CUSTOMER][NEUTRAL] From my hospital
[AGENT][NEUTRAL] Yes sir, I can help you with these things. What I'll need to do first is to pull up your policy information. I'll need to verify several things with you first for security and also any information that is provided today will be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh, your zip code?
[AGENT][NEUTRAL] What is your zip code, Mr. [PII]?
[CUSTOMER][NEUTRAL] Oh, I'm sorry. [PII].
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Alright, thank you. The phone number that is on file for you uh is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] Right, right, right, correct.
[AGENT][NEUTRAL] All right, thank you. And lastly, your email address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Now, one question for you, Mr. um [PII], before we get into the other information. I can see that you had previously set up your portal in the online service center. Have you done that recently or is that something you did a little while back?
[CUSTOMER][NEUTRAL] I think I did that a while back.
[AGENT][NEUTRAL] OK, and the reason that I'm asking you that is because there has been an update to our portal.
[AGENT][NEUTRAL] So you're going to have to set up a new profile and I can email you.
[AGENT][NEUTRAL] The uh information on setting that up, but in order to be able to log in to see all of your information, your benefits, ID cards and your claims, you will have to set up this new portal, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so give me just a second to go ahead and send you that.
[AGENT][NEUTRAL] So it's gonna be 2 user guides Mr. [PII], one of it is gonna be about creating and logging in and the other one is how to use it, OK?
[CUSTOMER][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] So that email that I'm sending you will come from [PII].
[AGENT][NEUTRAL] And I did put APL online service center in the subject line for you, for you to be able to easily recognize that OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't think that it's gonna go to your junk or spam folder, but in the event that you have not seen that in your regular inbox just shortly, you might want to check one of those other two folders to see if by chance it did go there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so one moment.
[AGENT][NEUTRAL] OK, so this plan that you have with us, Mr. [PII], it is not major medical insurance.
[AGENT][NEUTRAL] It is what is called a hospital indemnity limited benefit plan. So it pays specific amounts for covered services.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On this policy, and there are specific, you know, number of times.
[AGENT][NEUTRAL] Per days rather per calendar year.
[AGENT][NEUTRAL] That you have benefits for?
[CUSTOMER][NEUTRAL] Yeah, so how many, like, like how many, I, I went to megency room 12 twice and I went and had the surgery in the hospital, so I don't I don't reached my limit.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] OK, so just a second.
[CUSTOMER][NEUTRAL] Because I got a bill I got a.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I got a bill and uh I'd have been better off not having no insurance and they they took a percentage off and me myself had it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] It's loading some information for me Mr. [PII], so just a moment.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, so when, so what is one of the dates of service, Mr. [PII], that you would like for me to check for you?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. So, for an emergency room visit on this policy, rela, if you go to the emergency room and it's related to either accident or sickness, the benefit on this plan is $150.
[AGENT][NEUTRAL] Per day and a maximum of 2 days per calendar year.
[CUSTOMER][NEUTRAL] 3 days max.
[AGENT][NEUTRAL] Correct. And the benefit amount that this plan would pay if approved is $150 per day.
[CUSTOMER][NEUTRAL] After that
[CUSTOMER][NEUTRAL] Mercy, mercy, right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Correct, yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Like I went in the hospital and did the actual.
[CUSTOMER][NEGATIVE] Uh, surgery, and don't pay anything on that.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So your accident and sickness surgery benefit for surgery in a hospital or hospital outpatient facility or freestanding outpatient surgery center is $250 per day.
[AGENT][NEUTRAL] Maximum of one day per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, well, let me ask you this. I've got all this other, and that's that the pro is the most I don't get I can get with y'all. OK, I've got this thing insurance ain't doing me no good. I, I was miss on. I mean y'all didn't mislead me. I misunderstood it when I took it out.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I can drop if I drop this the other insurances I got we all the dental and uh actually the cancer and all I'll be able to keep them because I'm gonna have to find some different insurance.
[AGENT][NEUTRAL] Now, you would, that would not affect you as far as your other policies, but we, you would have to contact Benefits and a card or BIC, like the brand of pins, because that is the enrollment company. I do.
[CUSTOMER][NEUTRAL] On medical side
[CUSTOMER][NEUTRAL] You got the number?
[AGENT][NEUTRAL] That's the enrollment company, Mr. [PII], that you enroll for all of your coverages through and then they provide the different companies with your information depending on what you sign up for but their phone number. Absolutely, and I can connect you with them as well, but their phone number is [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you give me that number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hang on, OK.
[AGENT][NEUTRAL] Uh-huh. Did you get that part?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So I'm gonna start again. Uh-huh. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, would you like for me to connect you with them or is, are you wanting to call them directly?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, I call it.
[AGENT][NEUTRAL] It's entirely up to you.
[CUSTOMER][NEUTRAL] Uh, go ahead, go ahead and connect me.
[AGENT][POSITIVE] OK, well, I'll be happy to do that. So, is there anything else that I can help you with before I do?
[CUSTOMER][NEGATIVE] No, no, ma'am, I, I was, I was thinking this policy paid more than that. I mean, I, I, you know, OK, I'm trying to pay the hospital now on what they did. I did, they had me do self pay, and they, they told me that since I got 1 $19,000 since I might have to go to the office, I guess, and the insurance only paid like $250 I mean, and now they won't put it like.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I didn't have insurance. Now they want me to pay $19,000 up front or set it at $500 a month for 36 months. I said I'm not financing the car. I'm offering y'all money when I pay you a month. They won't accept it, so I don't know what to tell them.
[AGENT][NEUTRAL] Yes, sir, because I can see that we did receive, um, a claim for you, which you just gave me that information, but for the $19,445 and that was for the emergency room, and we did, we did pay on that claim, but the amount of the benefit that was paid was the $150. Yes, sir.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, OK, alright, yeah, go ahead and transfer.
[AGENT][POSITIVE] OK, well, I'll be happy to do that. Do you have any other questions that I can try and help you with at the moment? Any more clarification? OK. Well then, thank you, Mr. [PII] for calling APL and I hope you have a very nice day. And if you'll give me just a moment, I will get you connected with someone with benefits and a card.
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Pa espanol pres.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Thank you for calling Benefits in a car. My name is [PII]. How can I assist you today?
[AGENT][NEUTRAL] Hey, hey, [PII], this is [PII] with APL. How are you today?
[CUSTOMER][POSITIVE] Good morning [PII] good how are you?
[AGENT][POSITIVE] Uh, I'm doing fine, thank you. So I have an insured on the line who is with Superior skilled Trades.
[AGENT][NEUTRAL] And his name is [PII].
[AGENT][NEUTRAL] And the last four of his social, [PII], is [PII].
[AGENT][NEGATIVE] He is calling because he says he is going to have to cancel this hospital indemnity plan that he has with APL because it's not providing enough coverage for him. He's not wanting to cancel his other policies, just, just this one.
[CUSTOMER][NEUTRAL] OK, just the hospital indemnity.
[AGENT][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] All right, is he on the line with you?
[AGENT][NEUTRAL] He is. Uh-huh. Are you ready to speak to him? And I'm gonna just, I think he's still there. It kind of looks like he may have hung up, but I'm not 100% sure. So I'm just gonna release the call and see if he's still there.
[CUSTOMER][NEUTRAL] And just that if not I can give him a call back because I am gonna need that verbal statement to be able to process that cancellation.
[AGENT][NEUTRAL] Sure. Oh, I know, no, I understand. Um, and the phone number that we have for him is the one that he gave me as well, which was [PII].
[AGENT][NEUTRAL] If he's not there, that would be the number to call him on. OK?
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] All right, [PII]. Well, thank you so much. Just stay on the line and we'll see if he's there, and I hope you have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mhm.