AccountId: 011433970860
ContactId: 8ae7b6bf-d599-4fdd-b4d9-98bbd3fcefed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198369 ms
Total Talk Time (AGENT): 100021 ms
Total Talk Time (CUSTOMER): 106871 ms
Interruptions: 4
Overall Sentiment: AGENT=1.3, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/8ae7b6bf-d599-4fdd-b4d9-98bbd3fcefed_20250106T19:58_UTC.wav
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[AGENT][POSITIVE] Thank you for calling A
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] [PII] this is how may I help you?
[CUSTOMER][NEUTRAL] Hey, good afternoon. Um, I am looking for a company for medical gap insurance for myself and my family, not through, I have major medical through my employer. They don't offer uh the gap insurance and
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I'm, I'm knowledgeable about health insurance and all sorts of insurance, not so much with Gap, and I'm just trying to find uh places where I can, I can purchase that if that's something that you guys offer.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] As a standalone policy.
[AGENT][NEUTRAL] I appreciate you calling and, and thinking about us and we do have medical gap insurance, but we don't sell individual po policies, we only have policies that go through groups.
[AGENT][NEUTRAL] Like your employer would have to pick it up in order for you to get it.
[CUSTOMER][POSITIVE] Got you OK.
[CUSTOMER][NEUTRAL] Got you. Would you by chance happen to know of any other company that does? I mean, I hear the, I see the Aflac commercials. I just was trying to do some research before I went that route.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, um, Aflac is the only one that I know of off the top of my head. Have you tried to to Google and see if there's any other gap insurances out there?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That, that's kind of how I got to you guys and there's, there's a lot of options. I started with y'all because I live in [PII] and um I have two, my wife and I have a [PII] and a [PII] and we had our first emergency room visit. Thank [PII] everything's fine, but uh I contacted my insurance company on the way and they're like, yeah, no, it's 100% out of pocket till you meet your $8 million deductible. I was like.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Oh, wow, yes.
[CUSTOMER][POSITIVE] Wonderful. I even called the I work in insurance, but I'm, I'm PNC not Health and Life, and I called the insurance company directly to verify and they're like, yup, that is correct. So.
[AGENT][NEGATIVE] Oh no. Oh no, yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh no, bless your heart. Yeah, our insurance is actually only covers deductible, co-pay and co-insurance, um, but I don't know if there's other companies out.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is that pretty much standard in the industry?
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] I'm sorry, is that is that kind of an industry standard, would you know?
[AGENT][NEUTRAL] Yeah, I, no, that's OK.
[AGENT][NEUTRAL] Well, I know that they have um insurances. I've heard of other gap insurances that actually pick up what the primary, everything the primary doesn't cover, but I don't know who those companies are. I've just heard people mention that, um.
[CUSTOMER][NEUTRAL] Mhm mhm mhm.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] Yeah, I wish I knew of somebody that I could tell you that could help you and I would.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's OK, I appreciate it.
[AGENT][POSITIVE] Yes, sir. I, I wish you the best of luck trying to find it.
[AGENT][POSITIVE] I'm glad your baby's OK.
[CUSTOMER][POSITIVE] Thank you. I am very adamant. Yes, so I will find something.
[AGENT][POSITIVE] Yes, sir. Yes, sir. Well, we appreciate you calling. You too. You, you have a blessed one. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. Have a great day.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.