AccountId: 011433970860
ContactId: 54c87cc6-28a7-48ef-8333-e74f1fe4d913
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 374579 ms
Total Talk Time (AGENT): 155069 ms
Total Talk Time (CUSTOMER): 125781 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/54c87cc6-28a7-48ef-8333-e74f1fe4d913_20250515T15:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, my name's [PII] and, um, I'm trying to uh figure out, OK, I got the blue card and then I got a.
[CUSTOMER][NEUTRAL] Uh, the other card, or which one I use the ID number on the blue card?
[AGENT][NEUTRAL] Well, it should be from the one that says APL.
[CUSTOMER][NEUTRAL] But they, they asked me for a policy uh for ID number, so the policy number would be that.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So just use uh because I was trying to use the Medicare. So could you tell me what all is is it got a copay copay when I go to the um.
[CUSTOMER][NEUTRAL] I see the doctor.
[AGENT][NEUTRAL] Uh, Mr. [PII], do you have that policy number or may say policy cert number on your card from APL?
[CUSTOMER][NEUTRAL] Yes, yes, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Let me get the right one.
[CUSTOMER][NEUTRAL] OK, 02.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] 026.
[CUSTOMER][NEUTRAL] 21
[CUSTOMER][NEUTRAL] 313.
[AGENT][NEUTRAL] I'm sorry, give that to me one more time. It sounds like I had too many numbers.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yes it was 02.
[CUSTOMER][NEUTRAL] 62.
[CUSTOMER][NEUTRAL] 1313.
[AGENT][NEUTRAL] OK, thank you. And verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, email [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Address is [PII], huh.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Bless you.
[AGENT][POSITIVE] I said bless you.
[CUSTOMER][NEUTRAL] Thank you. OK, the address is [PII].
[AGENT][POSITIVE] OK, thank you so much. And Mr. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Well, under your policy you have with our company, it's a limited medical plan, um, but there's no deductible or co-pay. There's just a max that we will pay for coverage services like for office visits or um.
[AGENT][NEUTRAL] Diagnostic in office. Well, um, I don't show you have any office visits, but you have benefits for like if you're confined in hospital or if you have surgery in a doctor's office or forility or diagnostics, but there's no office visit coverage. And with the benefits that are covered, there's just a max that we will pay.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So, no office visits?
[AGENT][NEUTRAL] Uh, no, sir.
[CUSTOMER][NEUTRAL] So I won't cover that.
[AGENT][NEUTRAL] Like I say, you have benefits for inpatient confinement, uh, surgery, if whether performed in a facility or an office and diagnostic, such as uh MRI, CT, CAT scan, but office visits are not covered under the plan.
[CUSTOMER][NEUTRAL] Oh, so it's not, it's not no plan to cover that?
[AGENT][NEUTRAL] Uh, you have to see what's offered through your group, um, but with this policy, this is what it looks like you signed on for.
[CUSTOMER][NEUTRAL] Yeah, but I'm trying to get one like going to offices. I'll be going to like um my kidney doctors and stuff like that. Mhm.
[AGENT][NEUTRAL] OK, uh, you may have to contact benefits in a card and they can verify with your group what other policies are offered and if um they have that will cover office visits.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, so then that would be on the blue card.
[AGENT][NEUTRAL] I'm not sure what the blue card is. What is the name of the provider on that card?
[AGENT][NEUTRAL] Or a company on a card.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well it's, it's from my job, MAU um
[CUSTOMER][NEUTRAL] Medical plan.
[CUSTOMER][POSITIVE] Benes in the car.
[AGENT][NEUTRAL] OK. Does it show like 90-degree benefits or IMA?
[CUSTOMER][NEUTRAL] Yes, 9th degree, yeah.
[AGENT][NEUTRAL] OK, that would be through another company. Uh, you may have a medical policy with them, but the other card, it's the one with the 262-1313 policy number, that is with us at APL.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] So I'm paying, I'm paying for this one too.
[CUSTOMER][NEUTRAL] Um, so you all.
[AGENT][NEUTRAL] Yes, sir, through us and through IMA so I guess for any office visit.
[CUSTOMER][NEUTRAL] And I know you.
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] Oh, so, OK, so the MAU card, it, it's a medical card, so it must be for that.
[CUSTOMER][NEUTRAL] Um, other part of it.
[AGENT][NEUTRAL] Uh, more than likely, yes, sir, and you can contact their office and they can verify what benefits you have with them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] Yes, sir. Is there anything else I can assist you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, you've been very helpful.
[AGENT][POSITIVE] OK, well I thank you so much for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.