AccountId: 011433970860
ContactId: 649e07da-801a-42d1-ba63-9498f3c5fab3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 469269 ms
Total Talk Time (AGENT): 284414 ms
Total Talk Time (CUSTOMER): 102729 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/649e07da-801a-42d1-ba63-9498f3c5fab3_20250313T19:23_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I wonder, um, I wanted to see my coverage for my coverages.
[AGENT][NEUTRAL] OK, so you have questions regarding what your coverage consists of, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] You're you're speaking with [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], thank you. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And Mr. [PII], what is your policy number?
[CUSTOMER][NEUTRAL] 02604468
[AGENT][NEUTRAL] OK thank you one moment while I get your information pulled up please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and Mr. Mr. [PII], I will need to verify several things with you first for security purposes and also any information that I provide for you today would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, also your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] zip code [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] Alright thank you and lastly I do need to add an email address on file for you.
[AGENT][NEUTRAL] What is your email?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, wait just a moment. OK, let's do that one again. [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I still, we have our connection is a little broken, um, Mr. [PII] is, so let me just repeat that one more time, [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII]
[AGENT][NEUTRAL] And then is it
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] BINC.
[CUSTOMER][NEUTRAL] I'm sorry, repeat that again.
[AGENT][NEUTRAL] Yes, sir. Why don't you repeat it one more time for me? Your voice, you just sound like you're.
[AGENT][NEGATIVE] Kind of uh far away and I'm having some trouble hearing you.
[CUSTOMER][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] We go inside my office.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, ready.
[AGENT][NEUTRAL] OK, so after air clean.
[CUSTOMER][NEUTRAL] That's [PII]
[AGENT][NEUTRAL] What is next?
[CUSTOMER][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I'm gonna repeat it one more time to you, [PII].
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, so this coverage that you have with us, [PII], is a supplemental policy to your primary health care insurance that's designed to help you with your co-pays, deductibles, and co-insurance amounts of coverage services.
[AGENT][NEUTRAL] So when you go to the doctor or you go for medical services, always present this APL card along with your primary health care insurance card because most providers will call to verify that you're eligible and also request benefit information and file the claims with both of your insurances for you. In the event that they don't file your supplemental then you can do that.
[AGENT][NEUTRAL] And if that need arises you can call us and then we would um we could give you the instructions on how to do that.
[AGENT][NEUTRAL] But this policy
[AGENT][NEUTRAL] Now, office visits or treatment that's rendered in a doctor's office is not covered. If you were to have to go to the emergency room, um, then
[AGENT][NEUTRAL] That would fall under your outpatient benefits.
[AGENT][NEUTRAL] And then you do have an outpatient deductible that would have to be met on this policy for an emergency room visit, and that is $300 per covered person per occurrence.
[AGENT][NEUTRAL] But this plan is designed to help, so if you went to urgent care, for example, that is something that could be reviewed under here. If you had to have outpatient surgery or um physical therapy that was done at a physical therapy facility or some type of diagnostic testing.
[AGENT][NEUTRAL] At a diagnostic testing facility or the hospital, those are things that we could review under this policy.
[CUSTOMER][NEUTRAL] OK, could I, could I possibly get a, a checklist of what what's covered and what's not covered emailed to me?
[AGENT][NEUTRAL] You haven't
[AGENT][NEUTRAL] Oh yes sir, uh what I'm going to, I'm going to email you the user guide for our portal when you received your ID card that talked about setting up your profile in the APL online service center.
[AGENT][NEUTRAL] And when once you set that profile up already, it will, you're gonna have access to your ID cards and there is also a PDF version of your policy in there that has all of that information in it.
[CUSTOMER][POSITIVE] OK, sounds good. Thank you.
[AGENT][NEUTRAL] OK, so that, yes, sir, you're welcome and the email that I'm gonna send to you, which you'll have in just a few minutes, it's going to come from [PII].
[AGENT][POSITIVE] And I will put APL in the subject line for you so that that's easy for you to recognize.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Sounds good.
[AGENT][NEUTRAL] All right. OK. Well, is there anything else that I can help you with at the moment?
[CUSTOMER][POSITIVE] No, you've been very helpful, thank you. I appreciate your time.
[AGENT][NEUTRAL] Oh, were you
[AGENT][POSITIVE] Oh well you're very welcome. It was my pleasure so um once you've had an opportunity to review everything if you need any help in setting up the profile or have any additional questions, please give us a call.
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][POSITIVE] OK. You're welcome and thank you again for calling APL. Have a wonderful evening.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Likewise, take care. Bye-bye.
[AGENT][POSITIVE] Thank you. You too. Bye bye.