AccountId: 011433970860
ContactId: 5687a03e-a8f5-4754-94ed-8369cca0bf04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 352600 ms
Total Talk Time (AGENT): 127594 ms
Total Talk Time (CUSTOMER): 215741 ms
Interruptions: 4
Overall Sentiment: AGENT=1.9, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/5687a03e-a8f5-4754-94ed-8369cca0bf04_20250121T16:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] calling from Baptist Health here in [PII]. I'm just calling for the eligibility for the members uh medical plan, for the gap plan.
[AGENT][NEUTRAL] Yeah, I could check eligibility for you. Uh, Captain, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Alright, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 02301203 ML 8.
[AGENT][NEUTRAL] Alright thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] OK, her name, her name is gonna be, let me see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK, her name is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And her last name is [PII]
[AGENT][POSITIVE] OK, thank you for that.
[CUSTOMER][NEUTRAL] Born on [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. Alright, thank you so much for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII], and yes this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][POSITIVE] Perfect, yep, OK, you, I always say that you guys are very popular. A lot of people have you guys.
[AGENT][POSITIVE] Oh, awesome
[CUSTOMER][NEUTRAL] Yeah, I've never, I've, I, I never heard of American Pop Life until I started this job.
[AGENT][NEUTRAL] That's it seems to be hit and miss. Um, I'll get some people that you know they're really familiar with APL or they're just like I didn't even know y'all existed.
[CUSTOMER][NEUTRAL] That was me and so like because I used to work for Cigna Healthcare for dental, right? So I'm like, mhm, so you know it's like, you know, when I started this job to the medical side it's like, huh, what is this, you know, because it's just different very because dental easier I think you know the HMO, your PPO or you know.
[AGENT][NEUTRAL] Oh, really?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You know, I think so too, yeah, and we do we offer like all kinds of different supplemental coverages dental's gotta be the easiest for me to understand.
[AGENT][POSITIVE] Real straightforward here you go, yes.
[CUSTOMER][NEUTRAL] Right, OK, right, because you know you have, you have your DHML, you have your PPO, right? You know, and sometimes we have our just, you know, our main networks, that's it. Medical, it's like all these different things, you know, and all these different type of policies like, you know, through employer.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, exactly.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] Mhm and so much that's just kind of left up to interpretation as well.
[CUSTOMER][NEUTRAL] So I'm always asking because a lot of people have medical coverage through their employer or they have a limited benefit plan or right or there's you know different or whatever so it's like wow.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yeah, exactly.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] So it's just crazy. At least she at least she, she, at least she thought that was, but I, mhm, but dealing with the dentist, not ever.
[AGENT][NEUTRAL] It really is.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Alrighty Miss [PII], did you have any other questions for me?
[CUSTOMER][NEUTRAL] Um, OK, right, so they work for Swire Properties, right? Swire, the mother?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So our properties incorporated, yes.
[CUSTOMER][POSITIVE] OK, perfect. That's what they work for another subscriber. OK, perfect, and I think.
[CUSTOMER][NEUTRAL] We should be also I put [PII], right?
[AGENT][NEUTRAL] Uh, yeah, um, my last initial is [PII]
[CUSTOMER][POSITIVE] Yeah, [PII], yep, I, I, it's so funny. I the last time we spoke was it like in in July, so when I sent out your name [PII] just popped. Oh, [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, we've spoken before?
[CUSTOMER][NEUTRAL] I guess so, yeah, because you know I was like typing your name for like the reference call and says, oh, it just popped up [PII] 721, 2024. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Man, that was one of my first calls actually. I just started in like June here.
[CUSTOMER][POSITIVE] Oh wow, OK, yeah, I just started this job here in May.
[AGENT][NEUTRAL] OK, well, look at us.
[CUSTOMER][NEUTRAL] May
[CUSTOMER][POSITIVE] I know. I don't know about you, but this has been like my best. I don't know where I am. I like it a lot. Everyone here is so nice and kind. It's like, you know.
[AGENT][POSITIVE] Mhm, yes, same, absolutely, and it's sure flown by.
[CUSTOMER][POSITIVE] Mhm, you know, I don't know about you. I never used to get excited to going to work so now it's like, you know, you go to work, you get excited to go to work, you know.
[AGENT][POSITIVE] Yes, I'm happy to hear you say that. Yes, absolutely.
[CUSTOMER][NEUTRAL] Uh, so you've been through the same thing too, or you know what I mean? Mhm.
[AGENT][POSITIVE] Yes, ma'am. Absolutely.
[AGENT][NEUTRAL] Not feeling stressed out or anything like that?
[CUSTOMER][POSITIVE] 00, look at you you're coming on here one year soon.
[AGENT][NEUTRAL] Just so are you, yeah.
[CUSTOMER][NEUTRAL] You come up but you're one year soon.
[CUSTOMER][NEUTRAL] I know, I, and here I guess once we hear one year they throw they throw like a lunch for us here so it's like I.
[AGENT][POSITIVE] Oh neat.
[CUSTOMER][POSITIVE] Like the vice president, you know, everybody gets together and it's like wow, oh boy.
[AGENT][POSITIVE] Wow, that's so cool.
[CUSTOMER][NEUTRAL] I'm not used to that stuff. I've never done anything like that before, so it's like, OK, hey, I.
[AGENT][NEUTRAL] I know what you mean yes.
[CUSTOMER][POSITIVE] I gotta be making sure my makeup looks extra good that day.
[AGENT][POSITIVE] Well, if I don't hear from you before then, congratulations.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Uh, we enjoy it. Thank you.
[CUSTOMER][POSITIVE] All right, take care, [PII]. All right, bye-bye.
[AGENT][NEUTRAL] All right, you too, [PII]. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.