AccountId: 011433970860
ContactId: 55d32e01-f2a2-44b1-846f-4c1b99487031
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220699 ms
Total Talk Time (AGENT): 105711 ms
Total Talk Time (CUSTOMER): 100435 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/55d32e01-f2a2-44b1-846f-4c1b99487031_20241231T17:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hey [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Uh, I can hear you now. It kind of cut off. How may I help you?
[CUSTOMER][NEUTRAL] OK. I got a question about my insurance.
[CUSTOMER][NEUTRAL] Um, my name is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] And every time I go to the doctor or whatever, like for like to get my own wellness checkup, prescriptions filled, and all that, they tell me that uh the insurance is not in their network and I was trying to see exactly what am I paying for.
[AGENT][NEUTRAL] OK. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 0250.
[CUSTOMER][NEUTRAL] 294 5
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna put you on speaker so my wife can hear you also.
[AGENT][NEUTRAL] Sure, Mr. [PII]. And I need to verify your date of birth for security.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And I need a mailing address, email address, and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mailing address is [PII]. My email address is [PII].
[AGENT][POSITIVE] Perfect. Thank you. And what's a good call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. All right, let me see what type of policy you have.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so you have a limited hospital indemnity plan. Um, with this one, there is no network. If the provider participates with multi-plan, you get like an additional discount, but it, it is not required because we don't have a network that we work with.
[AGENT][NEUTRAL] So you can go to any doctor.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They say you can go to any doctor.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] But they don't, OK.
[CUSTOMER][NEUTRAL] So, um, OK, so do you have like a.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um.
[CUSTOMER][NEUTRAL] So area of doctors that we are that that uh we can go to or do you know any?
[AGENT][NEUTRAL] Um, we don't have a, a network, so we're not gonna have a list, um, so, um, what usually happens with our policies is that you call to make an appointment and leave the information to the provider of service and have them to call us for verification and eligibility.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. So you will just provide our the [PII] number you just dialed.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And the policy number and the information of the policy to the providers so for them to go ahead and check eligibility and benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright and what did you say?
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Do you have any other questions?
[CUSTOMER][NEUTRAL] Alright, that's all I need to know.
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][NEUTRAL] All right. Well, thank you for calling APL. If you, if you have any other questions, just feel free to call us back, OK?
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, OK, bye-bye.
[CUSTOMER][NEUTRAL] OK.