AccountId: 011433970860
ContactId: 74aae08d-48ba-4ec3-a3ef-baeba4ce5a14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272679 ms
Total Talk Time (AGENT): 162979 ms
Total Talk Time (CUSTOMER): 77418 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/74aae08d-48ba-4ec3-a3ef-baeba4ce5a14_20250123T17:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I'm calling just to kind of find out exactly how this particular service works. It looks like I took it out with you guys, but I'm not familiar. I don't know how it really works, so I just wanted to ask for.
[AGENT][NEUTRAL] OK, you just like what kind of policy it is and such?
[CUSTOMER][NEUTRAL] Right. I, I received my cards. I, I guess I selected it at work and as part of my insurance and I'm actually going in the hospital. So I guess I kinda wanna know, how do I use this service?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, of course, of course, yeah, absolutely, we can take a look at that. Um, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02573090
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] Alright, I'm just gonna verify some information really quick [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it is a Hotmail account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you so much for verifying that information. OK, so this is a secondary medical policy. In short, it's designed to help with co-pay, deductible and co-insurance after your major medical pays. So this plan is very dependent on whoever is your primary medical. If they're not willing to pay, this policy can't, but if they do, then this policy can.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And as far as filing claims, I always recommend, uh, especially since you've got the card, I always recommend giving wherever you go for treatment, give that provider both insurance cards, your primary and this one.
[AGENT][NEUTRAL] Um, it is unfortunately going to be up to each provider whether they choose to file these claims or not. Some of them don't like messing with any sort of supplemental or secondary medical, um, so if they don't, you can still file those claims on your own it would just be, you know, a lot easier on you if they would do it for you.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] If they have any questions or if they're unfamiliar with this policy you've never heard of us anything like that uh they're more than welcome to give us a call as well we do talk to providers all the time so we'll be able to verify this coverage.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I should provide them cause they already have my information from my insurance, but I should give them this information also.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Absolutely yes um if they're willing to file the claims for you that's a just a headache you can avoid um it's not that bad but um you know if they don't like I said, you can still file the claims on your own it would just be a lot easier if they were to do that for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right then, and you guys cover like what?
[AGENT][NEUTRAL] OK, so if you would like, I can send you a copy of your policy, um, that does go, it's very easy to read, it's not just a bunch of jargon I promise um but it does go in depth as to what is and is not covered dollar amounts, frequencies, things like that.
[CUSTOMER][NEUTRAL] Wait.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yes, please.
[AGENT][NEUTRAL] Of course, OK, um, did you want me to just email that to you?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK alright I will send it to that [PII] we've got.
[AGENT][NEUTRAL] Uh, did you have any other uh questions at the moment?
[CUSTOMER][NEUTRAL] No, I think that's it.
[AGENT][POSITIVE] OK, um, it is very confusing so if you, you know, read through this, you think of anything else, uh, feel free to give us a call back we'll do what we can to help.
[CUSTOMER][POSITIVE] All right then, thank you so much.
[AGENT][POSITIVE] All right yeah thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye, ma'am.
[AGENT][POSITIVE] Thank you. Bye bye.