AccountId: 011433970860
ContactId: 78ef75d0-f050-43e6-a61c-b6c891e70de2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 367209 ms
Total Talk Time (AGENT): 169935 ms
Total Talk Time (CUSTOMER): 165813 ms
Interruptions: 6
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/78ef75d0-f050-43e6-a61c-b6c891e70de2_20250421T14:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning ma'am. I'm trying to find out first. I had a few questions. Um, first, is the supplemental insurance only for, um, it's not, it doesn't include a dental, is that correct?
[AGENT][NEUTRAL] Yes sir, that's correct and let me get, if you don't mind, can I get your name and your callback number just in case our call is disconnected and your policy number that way I can look up your benefits.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, OK, [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see if I can get my policy number. Uh, policy number is 2553585.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you, sir. And then what's a good callback number? Yes.
[CUSTOMER][NEUTRAL] And my callback number.
[CUSTOMER][NEUTRAL] It's the one that you you might be doing it's [PII].
[AGENT][POSITIVE] OK, thank you, [PII]. I appreciate it. Let me look up your policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII], for security reasons, can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number, and email address that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] Uh, the phone number is the one I gave you earlier. Um, address is [PII].
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you and then one last verification, can you give me your email address, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. I appreciate you verifying your policy for me. And yes, um, the gap insurance does not cover dental. That, that would be a, a whole different dental policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Is there uh-huh, sure.
[CUSTOMER][NEUTRAL] Um, my other question is.
[CUSTOMER][NEUTRAL] Oh yeah, I had another question. I have, uh, is this only for emergencies, um, the supplemental insurance?
[AGENT][NEUTRAL] No sir, uh, so this um this is to verify your benefits it's not a guarantee of payment this policy goes hand in hand with your major medical insurance.
[AGENT][NEUTRAL] So when a claim is, yes.
[CUSTOMER][NEUTRAL] OK, cause I have surgery coming up and.
[AGENT][NEUTRAL] Yes, sir. You have urgent care.
[CUSTOMER][NEUTRAL] I, I, I have surgery scheduled on mhm.
[AGENT][NEUTRAL] You have urgent care um benefits if you do have to go to an urgent care. Um, but you also have, um,
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] If you go outpatient um to an outpatient facility, you have $500 per calendar year to help with deductible, co-pay, or co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you also have inpatient benefits of $1500 per calendar year that also can go towards deductible co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Right, well, let me give you an example now. Like I'm having surgery on the [PII]. Would any of that be covered any of my co-pay be covered or anything?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, are you gonna have surgery inpatient or outpatient?
[CUSTOMER][NEUTRAL] Inpatient. Oh, I'm sorry, no, I, uh, outpatient, outpatient because I'm only gonna be there for a few hours and then that's it.
[AGENT][NEUTRAL] Inpatient
[AGENT][NEUTRAL] Right, OK. So, um, you can use your benefits up to $500 that helps with your deductible, your co-pay, or your co-insurance. Yes, sir.
[CUSTOMER][POSITIVE] 00, OK, great, because I'm gonna need it.
[AGENT][POSITIVE] Yes, every little bit helps.
[CUSTOMER][NEUTRAL] They're telling me about.
[CUSTOMER][NEUTRAL] Yeah, they said I didn't, I didn't meet my deductible yet so I might have to pay 1000.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] So, OK, OK, so when I go.
[CUSTOMER][NEUTRAL] To the surgery center, I need to give them my primary insurance card and then give them the APL card, is that correct?
[AGENT][NEUTRAL] Yes. Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, um, did I, did I use my deductible did I use my money for this year? You said $500 for a calendar year.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Let me check and see if you've used anything this year.
[AGENT][NEUTRAL] You've used $350 this year.
[CUSTOMER][NEUTRAL] OK, so I have 150 to go or to use.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] And the 1000, what was that for? That's for.
[AGENT][NEUTRAL] Inpatient, uh, for 18 hours or more that you have to stay in the hospital. Yes, sir.
[CUSTOMER][NEUTRAL] Inpatient.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Alright, I don't think they wanna keep me in there for that long. Alright, well thank you very much, ma'am. I appreciate.
[AGENT][POSITIVE] Well, we'll just pray that you don't have to, we'll just pray that you don't have to stay there and you can get it all done in one shot and be able to go home.
[CUSTOMER][POSITIVE] Yes, thank you very much I appreciate that. OK, I hope you have a great day, ma'am.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You too. Is there any other questions, [PII], I may be able to help you with before we go?
[CUSTOMER][NEUTRAL] Oh no, that is uh.
[CUSTOMER][POSITIVE] Well, my sister's looking for work, but I'm gonna leave, I'm gonna leave that up to her. Uh, thank you, ma'am. I appreciate your help.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're very welcome. You have a wonderful week and I hope your surgery goes well for you.
[CUSTOMER][POSITIVE] Thank you. You take care. Bye-bye.
[AGENT][POSITIVE] You too. Thanks for calling APL. Bye bye, sir.