AccountId: 011433970860
ContactId: 67ea78b8-21ab-4e8f-af3c-f570644936c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291239 ms
Total Talk Time (AGENT): 151548 ms
Total Talk Time (CUSTOMER): 85306 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/67ea78b8-21ab-4e8f-af3c-f570644936c6_20250408T20:28_UTC.wav
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[AGENT][NEUTRAL] calling
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I can hear you better now. Um, I was calling because I, I just want to see if my
[CUSTOMER][POSITIVE] Plan is so active.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have your policy number?
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] What is your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you verify your mailing address and your date of birth, [PII]?
[CUSTOMER][NEUTRAL] Date of birth [PII]. uh address [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling to verify if your policy is still active. Could I, could you verify the email address that we have on file for you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'm not sure.
[CUSTOMER][NEUTRAL] Um, he on [PII] maybe.
[AGENT][NEUTRAL] Yes, that's correct and a callback number just in case the call is disconnected.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. So it looks like the policy is currently active.
[AGENT][NEUTRAL] Should it be terminated?
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Should it be terminated or did someone say that it was terminated?
[CUSTOMER][NEUTRAL] No, I
[CUSTOMER][NEUTRAL] Oh, I just, I didn't even know that I was paying for it until today.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, so how long is it active for?
[AGENT][NEUTRAL] Well, it just, it doesn't say when it just says that it's active as of right now and the pay today is [PII].
[CUSTOMER][NEUTRAL] OK, so what does that mean? It's never gonna end until I cancel it or when my year calendar year follows through, does it, do they drop me?
[AGENT][NEUTRAL] Um, so I'm not sure if are you still paying or making a payment towards your premium on it each time you get paid pay period? I'm not sure how it's deducted your employee. So as long as you don't call and terminate it or you don't stop making premium payments or you're no longer with the employer, how soon that it'll stay active.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now, um, what is it exactly for?
[AGENT][NEUTRAL] This is a gap insurance.
[CUSTOMER][NEUTRAL] Um, is it if I
[AGENT][NEUTRAL] So, this is a gap insurance.
[CUSTOMER][NEUTRAL] So like if I'm out of work to this
[CUSTOMER][NEUTRAL] OK, can you explain it to me?
[AGENT][NEUTRAL] Yes, I was gonna give you a chance to talk cause we both can't talk at the same time, unfortunately.
[AGENT][NEUTRAL] So the policy covers, it's a gap insurance. So say if you have a primary insurance, you have a deductible copay and co-insurance, this gap insurance will assist with the copay, deductible and co-insurance for services that's covered under your policy. Your policy covers inpatient benefits of 18 hours or more if you stay in a hospital of $2000 per calendar year.
[AGENT][NEUTRAL] You have outpatient benefits of $1000 per calendar year and that covers any type of diagnostic testing, physical therapy, anything considered as outpatient, treatment received in the doctor's office, the lab writer, you have a cancer writer.
[AGENT][NEUTRAL] You have DME coverage, but the policy doesn't cover office visits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But it does cover the treatment received in the office.
[CUSTOMER][NEUTRAL] Are you able to
[CUSTOMER][NEUTRAL] Are you able to send me all that in writing so I can review it all?
[AGENT][NEUTRAL] You want me to send you a copy of your schedule and the benefits that I just provided is not a guarantee of benefits, just a disclaimer just disclaimer of the policy's coverage. So would you like for me to send you a copy of your schedule to your email?
[CUSTOMER][NEUTRAL] I don't know what you just said. I don't know what you mean.
[AGENT][NEUTRAL] The copy of your policy, your email.
[CUSTOMER][NEUTRAL] You're reading me something that doesn't
[CUSTOMER][NEUTRAL] It doesn't, it doesn't not apply to me?
[AGENT][NEUTRAL] Pardon me?
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] What did I read to you that did not apply to you?
[CUSTOMER][NEUTRAL] I'm asking you.
[AGENT][NEUTRAL] No, ma'am, I just gave you all your, your benefits coverage and I just gave a dis disclaimer as in the policy does, it's not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, yes, can you send all that to me in writing?
[AGENT][NEUTRAL] Sure. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Thanks for calling APO. Have a good day. Goodbye.