AccountId: 011433970860
ContactId: 6716e265-ec3c-4005-989c-db88ae587672
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 496700 ms
Total Talk Time (AGENT): 273726 ms
Total Talk Time (CUSTOMER): 185862 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/6716e265-ec3c-4005-989c-db88ae587672_20250128T20:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you?
[AGENT][POSITIVE] I'm good, Mr. [PII]. How are you today?
[CUSTOMER][NEUTRAL] Good, I just wanna uh verify that I have received uh my um dental.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Card and my um hospital card as well.
[AGENT][NEUTRAL] OK, so you have received them. Is that correct?
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Yes, yes, but I was missing one because I'm supposed to have another one that uh that I can use for the pharmacy but actually supposed to be 3.
[AGENT][NEUTRAL] OK, Mr. [PII], so I can help you as far as looking to see what coverage you have with our company and what ID cards you should have for APL. So first off, what is a good contact number for you, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, area code [PII].
[AGENT][NEUTRAL] Thank you. And one of your policy, your, uh, one of your policy numbers, please.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Sure, um, 02319130.
[AGENT][NEUTRAL] OK, thank you. So give me a moment, Mr. [PII] to get your information pulled up and I will have to verify several things with you first for security. So just one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you and also your home mailing address?
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you provided for me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes mhm.
[AGENT][NEUTRAL] Uh thank you and lastly your email address?
[CUSTOMER][NEUTRAL] OK, it's all lower case, it's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you very much and I can see too Mr. [PII] that you have set up your profile in our portal in the online service center so you can also have access to your policy information and ID cards for your coverage with APL in our portal. Now the policy number that you gave me, that is your hospital indemnity policy number.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now that, um, the only two policies that you have with APL that actually have ID cards is that policy and your dental policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. OK. So, like if I want to purchase uh some, uh, like medication or anything like that, um, I was actually trying to uh pick up, my doctor had prescribed me some medicine for cause Zeppo. And um what the pharmacy explained to me that I should have, I should be able to have a um card that I can actually use. Uh, I think she said something like a pharmacy card from my insurance. I'm not really sure that we have a pharmacy card.
[CUSTOMER][NEUTRAL] But picking up medication.
[AGENT][NEUTRAL] OK, to my knowledge, OK, Mr. [PII], any information that I provide you regarding benefits would be a verification of benefits and not a guarantee of payment. So, um, give me a moment to just look at your ID card because this, I don't, you're not gonna have a separate card for this coverage that you have with APL other than the one that you have because this is not major medical insurance, this is a limited benefit plan.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Oh, I got you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] So let me look to see what your pharmacy coverage is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's basically what I was trying to figure out what's the what's the coverage for pharmacy, yeah, thank you for saying that.
[AGENT][POSITIVE] Uh, you're welcome.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so um this limited benefit plan, Mr. [PII] that you have, the outpatient prescription drug benefit is $25 per day.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And a maximum of 12 days per calendar year per covered person.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK. I got you, OK.
[AGENT][NEUTRAL] So all of the information, you know, that we would provide is on that ID card.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Again, this is not major medical insurance.
[CUSTOMER][NEUTRAL] Yes. That's why I was wondering why my doctor said, um, when he, um, looked at the chart and, and he wanted to prescribe me the Zeppo, and, um, he said, first, let me see, does your insurance cover it? So when he typed it in, he said, looks like your insurance does cover it. I was like, OK. He said, well, just, well you have to do is just take him, um, insurance card into the pharmacies and just tell them that your insurance does cover it. That's what he said. So apparently it doesn't cover that.
[AGENT][NEUTRAL] OK, so I'm not, you know, I can't say as to what he was looking at. Do you, did you have other coverage, Mr. [PII], before this policy that you currently have with APL?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, this is it. Mhm mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm not, again, I, I can't speak as to exactly what he was looking at. But I can, I can tell you, yeah, that this, you know, the outpatient, again, the outpatient prescription benefit is $25 per day and a maximum of 12 days per calendar year per covered person.
[CUSTOMER][NEUTRAL] Yeah, 100%, yeah.
[CUSTOMER][POSITIVE] Yeah, absolutely, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh got you.
[CUSTOMER][NEUTRAL] OK, got it. Alright, well, I'll get back with him. Maybe he overlooked, maybe he was looking at something else. I'm not really sure, but I'll, I'll, I'll get with him and find out though.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, and to, and uh I'm sure you're probably already aware of this, but in your portal with APL there is a copy of your policy certificate and it has all of your benefit information as to what it's covered. It gives you the benefit name and the benefit amount for those covered services. So you can reference that if you ever have any questions as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][POSITIVE] OK, cool.
[CUSTOMER][NEUTRAL] OK, alright, so how would I go back and get into the portal again?
[AGENT][NEUTRAL] OK, so the website you go to is secured.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And if you don't remember your username that you created, I can provide you that, but if you have forgotten your password that you set, you would just have to reset your password, create a new one, yes sir, because we don't have access to that but if you'll give me just a moment, so your, your username that you created is [PII] and the [PII] is capitalized.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Reset, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then after the word [PII], it's [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it. Mhm. And it's secured. uh, make sure I'm doing this correct secured.
[AGENT][NEUTRAL] secured. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it, got it. Mhm. All right. OK, good, awesome, awesome, awesome. OK, so I'll go with that coverage here in just a second here. So I really do appreciate that. Thank you, thank you, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, well, you are certainly, yes sir, you're very welcome. So is there anything else that I can help you with today?
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That'll be all for now thank you so so much.
[AGENT][POSITIVE] OK. You're welcome, Mr. [PII], and thank you again for calling APL. I hope you have a very nice evening.
[CUSTOMER][POSITIVE] You too as well thanks again, mhm.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm.