AccountId: 011433970860
ContactId: 58000479-3ede-401f-8cfd-b8c41526c8ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355320 ms
Total Talk Time (AGENT): 198565 ms
Total Talk Time (CUSTOMER): 149827 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/58000479-3ede-401f-8cfd-b8c41526c8ac_20250530T22:53_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII], are you, my name is [PII].
[CUSTOMER][NEUTRAL] Uh, no, uh, I'm calling regarding the gap insurance, right? And the plans that you're offering, uh, I'm sorry?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am, I'm listening.
[CUSTOMER][NEUTRAL] OK, thank you. So, I don't know if this is the right department. My um my organization where I work for, right, um, they are giving us the opportunity to choose one of the plans, right? And I don't know which one is the more convenient in my case, and I would like to have the information.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, um, my question is more about what is the cover, what we've got will pay for, like the benefits, depending of the amount that I choose. So, I know there is a plan that is 1500, 3000 and 5000. Those are the three that I wanna, you know, ask the questions.
[AGENT][NEUTRAL] OK. All right, Ms. [PII]. Um, 1st may I get your callback number, ma'am, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Thank you ma'am and so as far as the products go that information needs to come from your employer on what's the difference between the plans and what they pay for because each group chooses their own type of plan so they have they should have information for you uh pamphlets and things like that to give to you so that you will be able to make a good decision.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, yeah, I know, I have the plans, right? I have the three plans, right? But I wanna know like, if I choose, let's say, the 5000.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, what will be the cover? And if it's like, does this plan pay copays, like, let's say I have, um, I don't know, an MRI, right? And then in the MRI I have a copay. Does the gap insurance will cover part of the, the co-pay, the 100%, so those are the questions I have.
[AGENT][NEUTRAL] OK. So, um, without knowing what type of plan your group has or what kind of benefits they have chosen, uh, I can only give you basic information.
[AGENT][NEUTRAL] So if
[AGENT][NEUTRAL] If you have the 5000 plan, is it 5000 for inpatient and 5000 for outpatient? Is that what it says?
[CUSTOMER][NEUTRAL] Yeah. Yes, and it says that, but I don't even understand if the 5000 is for quota, combined or separate.
[AGENT][NEUTRAL] OK. So,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it all depends on the kind of plan that you, um.
[AGENT][NEUTRAL] Employer chooses most of the time if you have 5000 inpatient and and this is just to verify benefits it's not a guarantee of payment if you have 5000 for benefits and 5000 for outpatient benefits.
[AGENT][NEUTRAL] Those Medlik gap plans only help with deductible, co-pay, and co-insurance in a covered fac facility.
[AGENT][NEUTRAL] So until the plan's chosen, we won't know what covered facility your plan covers. But um most of them, if they have office visits, that'll be a different plan. Some plans don't have office visits. Some plans only cover ER, urgent care center, MRI imaging center, or an ambulatory center and a hospital for 18 hours or more. That's basic. Um, but until
[AGENT][NEUTRAL] Your plan is chosen, I can't give you benefits on it on, on the type of plan, but generally, if it says 5000 and 5000 or 5000 and 3000 or 5000 and 1500, it helps with deductible, co-pay or co-insurance only.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what do I need to do? Do I need to choose the plan or, or look for the plan, uh, code name, or to let you know what, what can I do? Because I have like the three plans that they're offering now, right?
[AGENT][NEUTRAL] Your policy.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So your plan would have to be selected and your policy would have to be issued because there's many, many, many, many benefits on there and many different things that it could say.
[CUSTOMER][NEUTRAL] It's.
[AGENT][NEUTRAL] So we can't give you a
[AGENT][NEUTRAL] A definite answer until everything is chosen and your policy is actually issued.
[CUSTOMER][NEUTRAL] Yeah, but the thing is, like, if I choose something that it won't work, you know, because I don't know exactly the benefits. You know, I need to know the benefits to be able to choose the correct that I really, you know, need.
[AGENT][NEUTRAL] Right, I understand.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, I understand, and you should.
[CUSTOMER][NEUTRAL] So, how can I know that?
[AGENT][NEUTRAL] You will have to go to probably your human resources director at your job and ask them to go over the benefits step by step with you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, Miss [PII], I.
[CUSTOMER][POSITIVE] OK. Well, thank you so much for your help.
[AGENT][POSITIVE] Oh, you're very welcome. You have a blessed weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Thank you for your help. Thank you. Bye-bye.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] All right.