AccountId: 011433970860
ContactId: 63178c39-1423-4f82-9713-7373c225b149
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349380 ms
Total Talk Time (AGENT): 98677 ms
Total Talk Time (CUSTOMER): 189809 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/63178c39-1423-4f82-9713-7373c225b149_20250305T18:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII]. Um, we're enrolling for the benefits.
[CUSTOMER][NEUTRAL] Uh, and we just have a question regarding hospital indemnity.
[CUSTOMER][NEUTRAL] Hospital indemnity insurance.
[AGENT][NEUTRAL] Yes ma'am, you're enrolling in benefits now, Miss [PII]. You're not, you don't have a policy with us at this moment?
[CUSTOMER][NEUTRAL] No nothing yet.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How, how this, this um indemnity works.
[AGENT][NEUTRAL] OK, um, Ms. [PII], I'll need to get some information from you. Do you work for Business Workers of America?
[CUSTOMER][NEUTRAL] Uh, my husband is working in cable companies.
[CUSTOMER][NEUTRAL] What company? What is your company?
[AGENT][NEUTRAL] In several companies?
[CUSTOMER][NEUTRAL] stable. Um, and I'm, I'm dependent and I'm, uh, he's including me in his benefits, which includes the hospital indemnity insurance.
[AGENT][NEUTRAL] OK, until you actually sign up for the product, the only information I can give you is total indemnity plan.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] is a set amount for a covered procedure.
[CUSTOMER][NEUTRAL] Um, this one is, um, uh, we have to claim it personally, or we have to submit the, the insurance to the hospital and they will be the one to claim.
[AGENT][NEUTRAL] If you give them um your insurance information, they can file the claim for you.
[CUSTOMER][NEUTRAL] Um, but, uh, uh, let's say, um, we have like another insurance and, um, and we don't have the, like the per day.
[CUSTOMER][NEUTRAL] Like we have, uh, like, let's say, for example, I get admitted in the hospital, and then, um, and the other, the, does the basic insurance will cover the per day? Do, do, can we still claim for this indemnity?
[AGENT][NEUTRAL] Yes, uh, is if you're in the hospital for more than 18 hours, there will be a set benefit amount.
[AGENT][NEUTRAL] That um will help with your hospital bill. Once that benefit amount is met, then that's all that it will pay.
[CUSTOMER][NEUTRAL] Um, but, um, let's say, uh, I got admitted and I, we don't have to pay because it was covered by the basic insurance. Um, can we still paying the per day for this one is, uh, separately? No.
[AGENT][NEGATIVE] No, we don't, um, the hospital indemnity plan does not help with deductible. It just has a set amount for hospital stay.
[AGENT][NEUTRAL] Over 18 hours.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, for, uh, I also have another question with regards to
[CUSTOMER][NEUTRAL] The term life. Are you still also under this insurance, term life?
[AGENT][NEUTRAL] The life insurance?
[CUSTOMER][NEUTRAL] Term life.
[CUSTOMER][NEUTRAL] Yeah, term life. Um, because it says here, yeah, it's still under, under American APL. Um, you are only eligible for this plan if you are also enrolled in one of the following APL twenty-year term life. What is, what, what do you mean by that?
[AGENT][NEUTRAL] If you have life insurance with us.
[CUSTOMER][NEGATIVE] So if we don't have, you're not I am not eligible for this um offer.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Uh, because, uh, there is a space here for like for the spouse, the, um, like, uh, he can enroll me for
[AGENT][NEUTRAL] Well, it, it
[CUSTOMER][NEUTRAL] Like covered uh coverage with coverage, uh, separate coverage also.
[CUSTOMER][NEUTRAL] But, uh, on top of it, there is like, you are only eligible for this plan if you are also enrolled in one of the following APL twenty-year term life.
[AGENT][NEUTRAL] Right, so the, the way that it's reading to me what you just read is stating that
[AGENT][NEGATIVE] If you're signed up for the term life then the product that you're looking at you can get it, but if you're not signed up for the term life, then you can't get that product that's reading to me what you're reading.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK. OK. Thank you so much.
[AGENT][POSITIVE] You're welcome. I hope you guys have a great day and we appreciate you calling APL.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye