AccountId: 011433970860
ContactId: 7a7947d9-0af2-48d0-973c-fb7f83866adf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 485760 ms
Total Talk Time (AGENT): 222397 ms
Total Talk Time (CUSTOMER): 274250 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/7a7947d9-0af2-48d0-973c-fb7f83866adf_20250430T17:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey [PII] good afternoon how are you?
[AGENT][POSITIVE] I'm doing well. How are you doing today, sir?
[CUSTOMER][NEUTRAL] I'm doing well thank you I was hoping you might be able to help me out so I have a policy with you guys through my employer and I was having a little bit of trouble getting answers from them so I thought I'd call and see if maybe you could answer these questions for me but um I am going to be terminating my employment with them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And I'm assuming that obviously like I wouldn't be able to still file claims but it do I am I able to get reimbursed for any funds that I've committed into the the gap insurance or is that just considered like, you know, I was paying for the service basically just like I would my insurance premiums, but I just figured I'd call and and ask and double check just trying to get my ducks in a row.
[AGENT][POSITIVE] Yes sir I understand and I can help you um with your premium questions. Can I please get your um name and your callback number just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Absolutely. So my name is [PII] Last name is [PII] [PII]
[CUSTOMER][NEUTRAL] And the best callback number is area code [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And then what is your policy number, sir?
[CUSTOMER][NEUTRAL] It is 02455074.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII] 0 man, I don't know if it's my number or my wife's um it's either [PII] or [PII] OK OK perfect and then um email.
[AGENT][NEUTRAL] That's it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, sir. Thank you. I appreciate you verifying your policy for me. OK, so to answer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, not a problem. Yeah, my wife has handled most of the claims, so I was like, wait, is it under mine because I'm the policy holder? is it under hers because she's dealt with it, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, sir, I understand. Uh, OK, so to answer your question, and let me make sure I'm understanding it right, you're wanting to see if you would be reimbursed for any premium that you sent in for the policy since you're going to be leaving your employment, is that correct?
[CUSTOMER][NEUTRAL] Correct, yeah, because we, you know, we're, uh, you know, deducted each month or each pay period for like a higher level of of gap, um, and since we haven't used, I don't think any of it so far this year, very minimal I just didn't know again I'm just trying to you know be as prepared as I need to be um you know it's a big life change right leaving an employer, so.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] It is, it is.
[CUSTOMER][NEUTRAL] Just trying to, to kinda, yeah, it's, you know, and it can be scary so I'm just trying to make sure from a financial perspective that at least just.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Know what to expect and you, you know, know where things will go from here kind of thing.
[AGENT][NEUTRAL] Yes, I understand. Thank you. Um, we do not refund premium.
[CUSTOMER][POSITIVE] Bless you.
[AGENT][NEUTRAL] If you didn't use your policy, um, it's, it's kind of like your car insurance. You pay for it every month and, and just in case you have a wreck, it's the same thing here, you pay for it every month just in case you need it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, yeah.
[AGENT][NEGATIVE] But we do not, um, we do not go back and refund premium for years that wasn't claimed on.
[CUSTOMER][NEUTRAL] Not a problem that's, that's OK that's it that's exactly what I assumed, um, but yeah, just, just wanted to double check and make sure, um, and then kind of follow up question because the only thing that we've ever used this for is like.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Full on health care expense like my wife had a, you know, a major surgery last year we used it towards that, you know, towards ER visits.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Is this eligible for like if I went and got like an eye exam is stuff like that refundable through the through the gap or like what where can I find more information on what all is actually deemed uh uh legitimate expense or a little legitimate reimbursement?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I'll answer both questions for you. Uh, the first one is this policy goes hand in hand with your major medical insurance.
[CUSTOMER][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] So if you use your major medical insurance and you give them this part too, then it helps towards deductible co-pays and co-insurance as you know from filing the claims when your wife had her surgery. So it just, it only works with the major medical, uh.
[CUSTOMER][POSITIVE] Got it OK.
[AGENT][NEUTRAL] And as far as being able to find uh your policy I'm gonna give you uh a site to go to and you just let me know when you're ready to write it down.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] is it just the the [PII]?
[AGENT][NEUTRAL] It's secured. [PII].
[CUSTOMER][NEUTRAL] OK, secure. OK, perfect, yeah, and I, and I know my wife has login information and stuff so um I'll get with her too. I just again she knows much more about it than I do but um you know she was preoccupied today so I kind of got thrust into the role and probably asking questions she already knows the answers to, to be honest, but you know just like a husband, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's OK.
[AGENT][POSITIVE] Right, but you know what, at least you're trying, you're doing your part. That's awesome.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][POSITIVE] Well thank you I'm trying I'm trying well I sure appreciate the help thank you so much for for answering the question so um really appreciate it have a great rest of the day.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] And I got another just a little tidbit for you, um.
[AGENT][NEUTRAL] Since you're going to be leaving employment, so there's not a timely filing limit on claims for us. So if you find that you have claims that you still need to file.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your policy started on [PII], so you have from [PII] until the date that your policy actually terminates to make uh claims and it it doesn't matter if the policy is already terminated if you a year from now and you say oh shoot I forgot to file a claim on this, you can always come back and do it.
[CUSTOMER][POSITIVE] Oh, awesome, OK.
[CUSTOMER][POSITIVE] Well that is great to know thank you so much for for that information. I did not realize that that's really nice, really helpful.
[AGENT][POSITIVE] So so, yes, sir. You're welcome. You're welcome. Yes, sir.
[AGENT][POSITIVE] Well, thank you, sir. I'm glad I was able to help you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes ma'am, and it was [PII], right?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][POSITIVE] [PII], I appreciate your help have a great day.
[AGENT][POSITIVE] You too thank you for calling APL Trevor. You have a wonderful day too bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.