AccountId: 011433970860
ContactId: 90225a22-e6c0-4778-a940-7ea9a0aa6599
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147759 ms
Total Talk Time (AGENT): 57597 ms
Total Talk Time (CUSTOMER): 72779 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/90225a22-e6c0-4778-a940-7ea9a0aa6599_20250117T15:30_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is uh
[CUSTOMER][NEUTRAL] Excuse me, [PII], policy number 02584.
[CUSTOMER][NEUTRAL] 619.
[CUSTOMER][NEUTRAL] And I had a question. Is this policy eligible for, uh, an HSA because I'd like to get my own HSA, but, uh, is this what was what they would call high deductible policy is, uh, can I use it to get a HSA or I don't know.
[AGENT][NEUTRAL] Well, it would be my pleasure to assist you, Mr. [PII]. Can you verify your date of birth, please, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. And what is your current mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. And your callback number?
[CUSTOMER][NEUTRAL] Uh, this one which would be [PII].
[AGENT][POSITIVE] Thank you and finally, what is your email address? We have a looks like an Outlook email on file for you.
[CUSTOMER][NEUTRAL] Yeah, yeah, [PII].
[AGENT][POSITIVE] All right, thank you, sir.
[AGENT][NEUTRAL] Now, with this policy, Mr. [PII], it is a limited indemnity policy. Now, we do not offer the HSA.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] You might want to check with your HR department to see if they have anything to offer with the HSA for you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Well, I'm wondering if if I could get one for myself.
[CUSTOMER][NEUTRAL] But um it looks like these online places they said you have to have I know one place I contacted maybe they're all the same, maybe they're not one place that I had to have a um a high deductible plan but I don't have a problem doing an HSA for myself. I'm just figuring out, you know, do I qualify for a loan or no.
[AGENT][NEUTRAL] Yeah, so with this policy, it is a limited indemnity policy. It is not, uh, there's no deductible or co-pay or co-insurance under this plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I guess I can't get that. That would mean I would, I think that means I can't get HSA, right?
[AGENT][NEUTRAL] Is that, uh, we just have nothing to do with HSA, uh, so I am not sure, to be honest with you.
[CUSTOMER][NEUTRAL] OK, alright, I'll call uh Oxford, see what they can do.