AccountId: 011433970860
ContactId: 775561dc-15cd-4b52-bf44-ce0b519c9ffb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247089 ms
Total Talk Time (AGENT): 104524 ms
Total Talk Time (CUSTOMER): 69719 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/775561dc-15cd-4b52-bf44-ce0b519c9ffb_20250502T15:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm trying to figure out if uh some, some uh hospital stay ahead is eligible for gap insurance.
[AGENT][POSITIVE] OK, we can definitely take a look. Do you have your policy number by chance?
[CUSTOMER][NEUTRAL] I do, um.
[CUSTOMER][NEUTRAL] Mm, please.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Well, I, I don't know if I have my.
[CUSTOMER][NEUTRAL] my American public life policy, don't see it on my card.
[AGENT][NEUTRAL] Does it say anything like in hospital number or certificate number?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I mean, I do have gap insurance. I just don't see anything on my
[CUSTOMER][NEUTRAL] Card, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, we can look by your name or social if you want.
[CUSTOMER][NEUTRAL] I, I, yeah, I mean, I, I have my member number for my main insurance, but I don't know if that's gonna help you.
[AGENT][NEUTRAL] Yeah, that's not gonna pull up the gap policy. What's, what's the last name?
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And then first name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII], do you reside in the state of [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And then for verification, I will need please your date of birth and full address.
[CUSTOMER][NEUTRAL] [PII] address is [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Thank you. OK.
[AGENT][NEUTRAL] Oh, I found your policy here. Did you already have the stay or is it something that's up? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, it was in [PII], was it.
[CUSTOMER][NEUTRAL] My business but
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, so it does have an inhospital benefit. Let me just read.
[AGENT][NEUTRAL] What it says about.
[AGENT][NEUTRAL] OK, so it looks like a covered person must be confined to a hospital as inpatient for at least 18 consecutive hours.
[AGENT][NEUTRAL] Was that the case?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] Covered charges are incurred by a covered person because of accident or sickness. So sounds like it definitely would be something that's covered. The in-hospital benefit is a maximum of 2500 per covered insured per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, you could go, you could go about this [PII] a couple different ways, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If the stays already occurred and you've gotten an itemized bill and you have an explanation of benefits from your primary.
[CUSTOMER][POSITIVE] I'm, I'm sorry, I, I'm, I'm, I'm sorry to break.