AccountId: 011433970860
ContactId: 6752fa34-977e-4144-a7bd-d1018a9e66c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156479 ms
Total Talk Time (AGENT): 71482 ms
Total Talk Time (CUSTOMER): 62390 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/6752fa34-977e-4144-a7bd-d1018a9e66c7_20250625T14:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII], and I do have a policy number. I wanted to find out what my insurance covers.
[AGENT][NEUTRAL] OK, well, I can verify benefits for you, Ms. [PII]. Uh, what's the policy number, please?
[CUSTOMER][NEUTRAL] 02550292
[AGENT][NEUTRAL] OK, thank you, ma'am. Give me one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And verify the date of birth, mailing address, and your email address, please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The [PII] [PII].
[AGENT][POSITIVE] Oh, thank you so much, Ms. [PII]. Um, showing the type of policy you have with our company. It's a secondary supplemental plan. What it does, it helps with your primary insurance deductible, co-pay or co-insurance for services performed in an outpatient facility or if you're confined inpatient in the hospital.
[CUSTOMER][NEUTRAL] OK, and what is the coverage amount for an outpatient?
[AGENT][NEUTRAL] OK, uh, not a guarantee of payment, just a verification and coverage. It pays up to $250 per occurrence.
[CUSTOMER][NEUTRAL] OK, and what about inpatient?
[AGENT][NEUTRAL] Inpatient, it pays up to 500 per consignment.
[CUSTOMER][NEUTRAL] And there's no other coverage on that policy whatsoever.
[AGENT][NEUTRAL] Uh, that's it. Yes, ma'am. Outpatient in hospital. It's just a secondary supplemental plan.
[CUSTOMER][NEUTRAL] OK, so can I cancel this at any time?
[AGENT][NEUTRAL] Uh, you have to contact your employer since it's through your group if you have any questions about cancellation. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, no worries.
[CUSTOMER][NEGATIVE] Yeah, because I just didn't see, I, I misunderstood the policy when I signed up for it because I'm paying $150 a year to get $250 of coverage if I have an accident, so that's kind of odd.
[CUSTOMER][POSITIVE] So anyway, I thank you very much for your time and I hope you have a lovely day.
[AGENT][POSITIVE] Alright, you too. Thank you so much for calling APL, Ms. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.