AccountId: 011433970860
ContactId: 758f3e20-c967-4393-845a-787c28f5ae3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237820 ms
Total Talk Time (AGENT): 57592 ms
Total Talk Time (CUSTOMER): 148609 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/758f3e20-c967-4393-845a-787c28f5ae3a_20250213T13:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, good morning. My name is [PII]. How are you?
[AGENT][POSITIVE] I'm great. How are you?
[CUSTOMER][NEUTRAL] I am very good, thank you. I do have a question here. um, my husband, he's the primary on this, um, APL insurance and, uh, I'm, I'm, I'm, I'm part of that coverage and I'm having um a surgery this this next Monday. It's a hyper um hysterectomy.
[CUSTOMER][NEUTRAL] And um I was just advised by the hospital that the APL insurance only covers $200 something dollars and that I will be responsible for the next $6000 something. I just wanted to confirm that this is a true statement because um you know that probably the code was not provided correctly or something because it's pretty, you know, high and, and we were counting.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And that to, to.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, may I have your policy and I can pull up those benefits for you?
[CUSTOMER][NEUTRAL] Sure. It is um
[CUSTOMER][NEUTRAL] Oh yeah, yeah, yeah, hold on.
[CUSTOMER][NEUTRAL] Oh, OK, pulling up here.
[CUSTOMER][NEUTRAL] So, the one that is active, it is the policy number is 2,331,550.
[AGENT][POSITIVE] Thank you. Can I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], can you verify your date of birth, your mailing address, and your email, please?
[CUSTOMER][NEUTRAL] The date of birth is [PII]. The mailing address is [PII], and my email address is [PII], but um my husband uh is [PII]. I think that's the one that you guys have in the system.
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification coverage does not guarantee the payment of a claim. So will this be inpatient or outpatient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's gonna be an outpatient.
[AGENT][NEUTRAL] Outpatient per calendar day allows $350.
[CUSTOMER][NEUTRAL] Regardless of the procedure.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] As long as it's covered, if this plan follows your primary.
[CUSTOMER][NEUTRAL] OK, so, so anyways, let's say that it will be an impatient, it will be regardless then um.
[CUSTOMER][NEUTRAL] Um, what's the name?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, per day or, or it will be a different coverage?
[AGENT][NEUTRAL] If it's inpatient, inpatient calendar year allows $6350.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Alright, so I guess that's the difference then. Alright. Um, OK, so I, I guess I'll have to talk to my doctor because, um, I cannot pay those $6000 and I do need the procedure done, but uh, I don't know what they will be able to do because I, I can't, I was not counting on that.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right. So, alright, OK, thank you. Let me then call uh my doctor and, and, and see what we can do.
[AGENT][NEUTRAL] [PII], is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, no, you've been helpful. Thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.