AccountId: 011433970860
ContactId: 63d611ca-080c-4c64-9647-100ae57f596b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167320 ms
Total Talk Time (AGENT): 70702 ms
Total Talk Time (CUSTOMER): 48306 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/63d611ca-080c-4c64-9647-100ae57f596b_20250604T15:23_UTC.wav
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[AGENT][NEUTRAL] This is [PII] with APL. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I just called in, but I forgot to ask a couple questions in regards to my benefits.
[AGENT][NEUTRAL] OK, uh, can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] 02361635
[AGENT][NEUTRAL] Give me just a moment while I look that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], can I get you to verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what questions did you have?
[CUSTOMER][NEUTRAL] Two questions. Uh, does this cover dental?
[AGENT][NEUTRAL] Um, no, this is a Medlink policy, so it's secondary gap insurance.
[CUSTOMER][NEUTRAL] Like have insurance. And then when it comes to deductibles, do you guys cover deductibles?
[AGENT][NEUTRAL] So this policy will be secondary and it does help with co-pay, co-insurance, and co-deductible. So yes, it should help pay for that as well. Um, if you are filing a claim under this policy, we will need the pri your primary insurance explanation of benefits with the claim documents to show that your primary insurance paid um some or all benefits.
[CUSTOMER][NEUTRAL] OK, so when it comes to the doctor bill.
[CUSTOMER][NEUTRAL] I can just, I mean, you guys will cover that?
[AGENT][NEUTRAL] Yes, we should be able to as long as it's a covered expense.
[AGENT][NEUTRAL] Or a covered procedure.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I understand that. Alright, thank you. So do you cover the whole entire, like, for example, my individual deductible was $2000. Would you guys cover that or do I have some sort of responsibility out of that?
[AGENT][NEUTRAL] We don't determine patient responsibility. Um, typically we try to, what this insurance does is it helps pick up what's left over after your primary has paid, um, unless your primary has paid all of the expenses, and this one helps pick up afterwards.
[CUSTOMER][POSITIVE] Thank you. OK doke. All right, thank you so much. I appreciate it.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Great, thank you for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too, ma'am bye bye.