AccountId: 011433970860
ContactId: 6c8ffc82-3595-4300-a967-853c73bab651
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269079 ms
Total Talk Time (AGENT): 118188 ms
Total Talk Time (CUSTOMER): 92042 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/6c8ffc82-3595-4300-a967-853c73bab651_20250611T15:02_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] How are you doing, [PII]? Um,
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] I have questions about my benefits and um what, what, what am I provided with this um plan?
[AGENT][NEUTRAL] OK, I can help you with your benefits. Um, do you have a policy number?
[CUSTOMER][NEUTRAL] I have uh let me see, yes I do.
[CUSTOMER][NEUTRAL] 026.
[CUSTOMER][NEUTRAL] 07091
[AGENT][NEUTRAL] OK, can I get your first and last name?
[CUSTOMER][NEUTRAL] [PII] available.
[AGENT][NEUTRAL] And then what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then Ms. [PII], can you verify your address and your email address?
[CUSTOMER][NEUTRAL] My address is [PII] and my email address is [PII].
[AGENT][NEUTRAL] OK, perfect. And then do you have a callback number in case we are disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, let's see. So it looks like.
[AGENT][NEUTRAL] Um, so you've got, this is like a secondary gap plan. So it looks like your primary insurance is through Kaiser. So anytime you go to the doctor and this is not a guarantee of payment, it's a basic outline of your policy. If you go to the doctor for like outpatient hospital services, this policy will potentially cover your deductible, co-pay or co-insurance that's left over from [PII]. Let me get your policy pulled up in that dollar amount.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so for example, so if you had inpatient or outpatient services rendered at a hospital, this pays up to $2000 of what's left over from [PII]'s, your [PII] insurance. So, say you went and had surgery at the hospital.
[AGENT][NEUTRAL] And [PII] had a $1000 deductible you had to meet. This policy helps pick that up. We pay up to $2000 every calendar year once your primary processes the claims. Does that make sense?
[CUSTOMER][POSITIVE] OK, yes ma'am I do.
[CUSTOMER][NEUTRAL] Um, OK, because I was unassured, thank you for uh making that clear to me, um, so anything as far as um.
[CUSTOMER][NEUTRAL] Like, say, uh,
[CUSTOMER][NEUTRAL] OK, so I'll go through [PII] first. Like if I have, I have therapy or anything like that, I will go through [PII] first and you just pick it up like, like you said, like a gap plan.
[AGENT][NEUTRAL] Right, correct. So, yeah, [PII] will process the things.
[CUSTOMER][NEUTRAL] I, I won't, I won't come to, I won't come to you guys, right, I won't come to you guys first for like an insurance. This will just be my secondary, you know, to pick it up my, um, difference between my deductibles and things like that.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, but be sure when you go to the doctor, um, if you go to the hospital inpatient or outpatient, give them this, did you get an ID card?
[CUSTOMER][NEUTRAL] OK doke.
[AGENT][NEUTRAL] From us
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I have an APL card, yes.
[AGENT][NEUTRAL] OK, yeah, be sure and present that to them because that could potentially, you know, that will lower what they possibly charge you upfront. So if they verify the benefits that we're gonna pay, so, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I appreciate that thank you so much.
[AGENT][NEUTRAL] OK. Anything else I can help with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEGATIVE] No, ma'am, so yeah I don't like mm, what I wanna ask, uh, before I get you off the phone.
[CUSTOMER][POSITIVE] No, that'll be all. Thank you so much.
[AGENT][POSITIVE] OK. Well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Alright, thank you, that helped a lot.
[AGENT][POSITIVE] Thank you. Bye-bye.