AccountId: 011433970860
ContactId: 593e3336-cf9d-420c-a883-536f89ef2310
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 399059 ms
Total Talk Time (AGENT): 175068 ms
Total Talk Time (CUSTOMER): 83101 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/593e3336-cf9d-420c-a883-536f89ef2310_20250410T19:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, how you doing? Um, my name is [PII]. I received a letter and, uh, what do you guys do? What kind of insurance is this one for dental or health insurance?
[AGENT][NEUTRAL] Uh, we offer dental and we offer supplemental insurance also.
[CUSTOMER][NEUTRAL] Oh, supplemental and
[CUSTOMER][NEUTRAL] And, OK, I received a letter. I don't know how much will be for the dental if I wanna keep with you um because I'm not employed right now.
[CUSTOMER][NEUTRAL] And I wanna see if I wanna continue with the APL.
[AGENT][NEUTRAL] OK, do you have your current policy number?
[CUSTOMER][NEUTRAL] Uh, I have the, it have, uh, how about this number here and the letter they sent me.
[CUSTOMER][NEUTRAL] 02565773
[AGENT][NEUTRAL] OK, let me take a look here. Give me just a moment.
[AGENT][NEUTRAL] Can I get your first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah, my name, first name is [PII]
[CUSTOMER][NEUTRAL] And last name is [PII]
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and I need to verify please your uh mailing address and email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm sorry, uh, that's the email. My address is [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you so much. So, did you get a letter from us about continuing on the policy?
[CUSTOMER][NEUTRAL] Yeah, I wanna know how much it would be.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] I need to double check your group and then I can get you over to somebody who can give you the amount to continue it on here. One moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] All right, let me get somebody on the line about uh continuing on the policy. I'm gonna need to place you on just a brief hold, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What's an accident policy though.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] And I just wanted to make sure, so you had two different policies with us. You had um an accident and then you had like a secondary gap insurance. Which one were you wanting to check on?
[CUSTOMER][NEUTRAL] Which one do I have?
[AGENT][NEUTRAL] You had an accident policy and then you had a a secondary medical policy. So, which one were you wanting to continue?
[CUSTOMER][NEUTRAL] Uh, the medical one, how much will be supplement?
[AGENT][NEUTRAL] OK, so the supplemental medical can only be continued on with your employer if you choose to do COBRA.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So we can only continue on the accident policy if you wanted to keep that.
[CUSTOMER][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] And how much the accident cost you?
[AGENT][NEUTRAL] Right now you're paying 1193.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what does it cover?
[AGENT][NEUTRAL] Uh, let me, let me pull that up here. Give me just a moment.
[CUSTOMER][NEUTRAL] What is the
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so this is gonna have benefits for things like accidental death.
[AGENT][NEUTRAL] Um, it's gonna have hospital admission and confinement benefits along with ICU and again, that would apply if you had an accident.
[AGENT][NEUTRAL] Um, it covers surgeries, it breaks it down as far as what would be paid.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] That's what the plan is for. If something were to happen to you due to an accident, whether it be um work, maybe a vehicle, that type of situation.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And how much up to how much you cover?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Up to how much?
[AGENT][NEUTRAL] Let me see here one moment.
[AGENT][NEUTRAL] So, accidental deaths up to 25,000.
[AGENT][NEUTRAL] Um, the hospital admission is $1000. It pays $200 for hospital confinement. ICU confinement is $1000.
[CUSTOMER][NEUTRAL] That's per per day.
[AGENT][NEUTRAL] Uh, it's a one-time benefit payment, so it's just a set amount.
[CUSTOMER][NEUTRAL] Only $1000 right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, but only for the other 1 $25,000 beneficiary.
[AGENT][NEGATIVE] Right, accidental death.
[CUSTOMER][NEUTRAL] and that's OK, OK, let me think about it. I'll call back.
[AGENT][POSITIVE] OK, sounds good.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Uh, bye-bye.