AccountId: 011433970860
ContactId: 9143d2d5-dc55-43e1-adb3-b97dc49a8471
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302380 ms
Total Talk Time (AGENT): 137626 ms
Total Talk Time (CUSTOMER): 101144 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/9143d2d5-dc55-43e1-adb3-b97dc49a8471_20250505T19:10_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you for calling AT. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I was recently went.
[CUSTOMER][NEUTRAL] Had to go to the hospital for some issues and.
[CUSTOMER][NEGATIVE] I'm starting to get bills and stuff from.
[CUSTOMER][NEUTRAL] From that
[CUSTOMER][NEUTRAL] And I want to see.
[CUSTOMER][NEUTRAL] I've not used um I have this APL card and all the people at work told me I should use it at some kind of.
[CUSTOMER][NEUTRAL] Gap coverage.
[AGENT][POSITIVE] Um, yes, I can assist you.
[CUSTOMER][NEUTRAL] It's not that familiar with it.
[AGENT][POSITIVE] OK. Yes, I can assist you with your benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Now, I need your policy number and if you don't have that, I can pull up your information by your social.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, policy 02554621.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And please verify your first and last name and your date of birth.
[CUSTOMER][NEUTRAL] Uh it's [PII] [PII].
[AGENT][NEUTRAL] OK. And please verify your mailing address and your email address.
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] That's uh [PII].
[AGENT][POSITIVE] OK, thank you. Let's see.
[CUSTOMER][NEUTRAL] Hey, can you hold on one second? I wanna shut the person beside me's office door. I can't feel like I'm talking to two people at the same time. Hold on one second.
[AGENT][NEUTRAL] OK. Sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, sir. I'm showing, yes, sir, I'm still here.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm showing the effective date on your policy was [PII] and the policy is still active. And yeah, this is a policy for secondary gap insurance. What we do is cover the copay, the co-insurance, and the deductible for coverage services, medical services under your policy, um, for inpatient hospital, if you're ever admitted into the hospital, we cover up to $500 per admission.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And there's a um maximum of $1500 per calendar year. And for outpatient services, we cover up to $500 per day. So what type of service are you um
[AGENT][NEUTRAL] Needing coverage for.
[CUSTOMER][NEUTRAL] I guess, well, I was, I went to the hospital, I was there for about 4 days.
[AGENT][NEUTRAL] OK. Yes, sir. For inpatient and hospital admission, I'm showing that you are covered. So what you would need to do is just contact the hospital, give them your policy number and our phone number. Let them know that you have secondary gap insurance. And what they'll do is reach out to us to verify your benefits and to see how to file a claim if um they're not familiar with us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Secondary.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Insurance.
[CUSTOMER][NEUTRAL] And then give them.
[AGENT][NEUTRAL] Your policy number. Mhm.
[CUSTOMER][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And and our phone number so they can call us to verify your benefits and to see how to file a claim if they're not familiar with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm showing that for inpatient services again under your policy, we cover up to 1500 per calendar year and that's for the co-pay, the co-insurance, and the deductible after your primary insurance processes the claim.
[CUSTOMER][NEUTRAL] Yeah and you don't see any claims on my account. I looked at it last week. I didn't see any.
[AGENT][NEUTRAL] Right, I don't see any either.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, good deal. Let me uh try to contact him.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Alright thanks.
[AGENT][POSITIVE] Mhm. You're welcome.