AccountId: 011433970860
ContactId: 5faa9686-b103-47d4-8c2b-4a158b3fc7b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 892780 ms
Total Talk Time (AGENT): 359255 ms
Total Talk Time (CUSTOMER): 212138 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/5faa9686-b103-47d4-8c2b-4a158b3fc7b5_20250212T21:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I called last week uh about I haven't received my medical card and I've got a doctor's appointment.
[CUSTOMER][NEUTRAL] Get some medication tomorrow and I've got my my uh dental and vision but I still haven't gotten it in the mail and I was wondering if you could send it to my email.
[AGENT][NEUTRAL] OK sir um can you please give me your name and your call back number?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Phone number is [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. Um, I can get those cards emailed to you. Um, can I get your
[AGENT][NEUTRAL] Policy number, please.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] 02540053
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] I've got the I've got the vision in the in the dental card. I just don't have the the medical one.
[AGENT][NEUTRAL] OK. All right, Mr. [PII], I'll look for you. Um, can you please verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then I'll also for security reasons can you give me your address, phone number and email address?
[CUSTOMER][NEUTRAL] Um, my address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Phone number is [PII].
[CUSTOMER][NEUTRAL] And the email address is [PII]
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, sir. Now, I do see the problem. We have a different, um,
[AGENT][NEUTRAL] Address for you. Can you give me your address again so I, so I can change it?
[CUSTOMER][NEUTRAL] I gave that lady uh.
[CUSTOMER][NEUTRAL] I gave her all that updated information, but yes it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, I'm gonna do this while we're on the phone together. I'm gonna fix it for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I've got it corrected in the system now and I double checked it to make sure it's stuck for you. Um.
[AGENT][NEUTRAL] Let me find your medical card. OK, your hospital indemnity is your plan. I do see that. Let me look it up real quick. I'm gonna send it to you by email while we're on the phone together, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Make sure you get it.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I haven't forgot about you. The computer's thinking.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] They seem to be doing that a lot today.
[CUSTOMER][NEUTRAL] I've been to a couple places that having computer problems.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, I think sometimes it has to do with the weather too. Like our weather today has been terrible. It's rainy and, well, you're in [PII]. I'm in [PII]. So that lets you know we got bad storms coming through right now.
[CUSTOMER][POSITIVE] Well, hey, we're, we're neighbors then because we got, we, we got a miss coming tonight here.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] The wind's been 30-40 mile an hour gusts all day long.
[AGENT][NEUTRAL] Yeah, you guys
[AGENT][NEUTRAL] Yes, yes, sir.
[AGENT][NEUTRAL] We've got several tornado warnings out right now too.
[CUSTOMER][NEUTRAL] Well they said that on our end we won't get but about a 2% chance of tornado 2% chance of.
[CUSTOMER][NEUTRAL] Um, real bad flooding or anything like that, but, uh.
[CUSTOMER][POSITIVE] 2% is fine with me.
[AGENT][NEUTRAL] Yeah, that's
[CUSTOMER][NEUTRAL] Of course, then again, being a, being a being a weather man is the only occupation you can have why and still keep your job.
[AGENT][POSITIVE] OK. I'm sending it to you right.
[AGENT][NEUTRAL] Now.
[CUSTOMER][NEUTRAL] Alright, let me check here real quick.
[AGENT][NEUTRAL] I just clicked send, so you should be getting it.
[AGENT][NEUTRAL] It might take a second for it to get to you.
[AGENT][NEUTRAL] I'm showing that it's sent on my end.
[CUSTOMER][NEUTRAL] I got it now let me see if I can download it.
[AGENT][POSITIVE] You got it, good deal.
[AGENT][NEUTRAL] And we also, let me, let me give you a website too, um, that you can go to, it's a direct portal to your policy. You can file your claims there if you need to. You can see a copy of your policy, you can get copies of your card.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me give you that website so at your convenience you can go sign up for it.
[CUSTOMER][NEUTRAL] All right, go ahead.
[AGENT][POSITIVE] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is the [PII]?
[AGENT][NEUTRAL] Yeah, well,
[AGENT][NEUTRAL] Yeah, you can capitalize it. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes sir, and you're gonna sign up the first time you sign up you're gonna go in and you're gonna sign up as a new user and then you're gonna choose the second option is going to be that you're an individual with a policy.
[AGENT][NEUTRAL] And then the rest of it is just
[CUSTOMER][NEUTRAL] Individual
[AGENT][NEUTRAL] With a policy, the rest of it's just real simple it's basic pick a username, pick a password and it's like I said it's a direct um link to your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and now let me ask you something is this insurance decent for an individual like me? I, I didn't, I'm not good at looking at all the fine print.
[AGENT][NEUTRAL] Yes sir, let me look and see.
[AGENT][NEUTRAL] And this is just to verify your coverage is not a guarantee of payment. You have, um, so on this hospital indemnity plan, if you get admitted to the hospital.
[AGENT][NEUTRAL] One day per calendar year, you get $500. If you're confined to the hospital, you get 30 days per calendar year of $50 that helps towards your hospital bill. You have intensive care benefits, you get 20 days per calendar year. It pays $100.
[CUSTOMER][NEUTRAL] $500
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, if you have to go to rehabilitation, it pays 25.
[AGENT][NEUTRAL] Um, physician office.
[CUSTOMER][NEUTRAL] What about deductibles, deductibles and copays?
[AGENT][NEGATIVE] It does not help with deductibles or copays. It's not a major medical insurance. It's a limited hospital indemnity plan.
[CUSTOMER][POSITIVE] And this is the best one that y'all have to offer?
[AGENT][NEUTRAL] Well it's done through your employer.
[AGENT][NEUTRAL] So you'll have to if you need to change plans or see if they have something better for you you'll have to get with your human resources department, talk to them and just see what they have to offer for you from the company.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But this one right here you can go to a physician's office, an ER urgent care center.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, for accident or sickness.
[AGENT][NEUTRAL] You have critical illness.
[AGENT][NEUTRAL] You have an ambulance for air or ground.
[AGENT][POSITIVE] You have, it helps $10 for prescription drugs.
[CUSTOMER][NEUTRAL] OK, alright, well that's what I want to know because I've got an appointment tomorrow. My primary is at an urgent care and I don't normally do that but because I live out in the woods, it's too damn far to drive to go to a bigger hospital.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Right. And it does help at an urgent care facility. You get 4 visits per year and it pays $50.
[CUSTOMER][NEUTRAL] So I, I pay $50?
[AGENT][NEUTRAL] No, the policy pays $50 for you.
[CUSTOMER][NEUTRAL] OK, so I do I have to pay it first and then I get reimbursed? How does that work?
[AGENT][NEUTRAL] Well, what you can do is take your card with you when you go to the urgent care facility. Tell them to call and verify your benefits with the same number that you called, and we can let them know that $50 will go towards your, your visit at the urgent care center.
[AGENT][NEUTRAL] And then when they filed the claim.
[CUSTOMER][POSITIVE] I'm so glad you told me that.
[AGENT][NEUTRAL] Yes, and then when they file the claim for you, ask them if they could file the claim for you, um.
[AGENT][NEUTRAL] They'll get paid their $50.
[CUSTOMER][NEUTRAL] OK, and that's how many times a year?
[AGENT][NEUTRAL] 4.
[CUSTOMER][NEUTRAL] 4, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey what this website that you gave me, this website that you gave me does.
[AGENT][NEUTRAL] No, I don't
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Does does that website tell me everything that you're telling me now for the medical, dental and the vision?
[AGENT][NEUTRAL] Yes, you'll just need to um look at your policies.
[AGENT][NEUTRAL] You'll have to pull up your policy and read your policy and I'll tell you everything that you're that's on your policy, all your benefits.
[CUSTOMER][NEUTRAL] OK, I just wish that, uh, I kind of figured maybe once I got the insurance somebody would have mailed me a packet telling me all this stuff.
[AGENT][NEUTRAL] Yes, sir. Now, I can, um, set your policies to have another one mailed to you. uh, the, your address that we had was incorrect, so that's probably why you haven't received one.
[CUSTOMER][POSITIVE] If you can mail me a policy, if you can mail, if you can mail me that on all three of these that I've got, that would be wonderful.
[AGENT][NEUTRAL] But let me, um
[AGENT][NEUTRAL] OK, I'm gonna request that new policies be mailed to your home address.
[CUSTOMER][POSITIVE] You're a sweetheart.
[AGENT][POSITIVE] Oh, thank you.
[AGENT][NEUTRAL] And I'm gonna take, um, we have your dental and your hospital indemnity plan. We do not have any other plans for you, and those may be through other companies.
[CUSTOMER][NEUTRAL] Um, I, uh, you, you've got dental.
[CUSTOMER][NEUTRAL] And the medical and I believe.
[CUSTOMER][NEUTRAL] That surge has the vision.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me look.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] APL
[CUSTOMER][NEUTRAL] Individual group voluntary dental.
[CUSTOMER][POSITIVE] And surge vision coverage, OK, yeah, you're right.
[AGENT][POSITIVE] OK. Well, I'm gonna get that taken care of for you. Is there anything else, Mr. [PII], that I can help you with before we go?
[CUSTOMER][POSITIVE] No, ma'am, you have been absolutely wonderful. I thank you.
[AGENT][POSITIVE] Oh, thank you, sir, and I hope you have a good appointment. We thank you so much for calling APL, sir.
[CUSTOMER][POSITIVE] Yes ma'am, you take care and have a good evening.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.