AccountId: 011433970860
ContactId: 925a0835-84a8-4198-ac47-f6b59662c8e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 914590 ms
Total Talk Time (AGENT): 374314 ms
Total Talk Time (CUSTOMER): 293583 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/925a0835-84a8-4198-ac47-f6b59662c8e0_20250110T19:28_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Uh yes my name is [PII] and, and I have a um a membership with you guys. Uh, I just haven't received my uh card my my benefits cards. Is there any way I could get those emailed to me or sent to me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir, I can help you with your cards. Um, can you please give me your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and then how do I spell your first name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the last name is, is [PII]
[AGENT][NEUTRAL] [PII], OK and then what is your social security number so that I can pull your policy in unless you know your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, my social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, [PII], what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then I'll also need for you to verify your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, my address is [PII], and my email address is the way my name is spelled [PII]. And what else did you say you needed?
[AGENT][NEUTRAL] The number that you gave me to call you back on if we get disconnected, is that your cell phone number?
[CUSTOMER][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you, [PII]. I appreciate you verifying your policy for me.
[AGENT][NEUTRAL] OK. Now, have you received any of your cards?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] No, I haven't received anything.
[AGENT][NEUTRAL] OK, so what I'm gonna do while I got you on the phone real quick, I'm gonna request for those cards to be mailed to your home address, um, we also have uh online service center if you wanna write down the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Site to go to and you can get copies of your cards and your policy there also and if you ever need to file a claim, you can do it there. Uh the website is [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then just while I got you on the phone it's gonna be just a sec. I wanna make sure I get this ordered for you so they could be mailed to your home address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you said the only way I could get them before then is to go on the website?
[AGENT][NEUTRAL] Is to go sign up for the online service center.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you can get a copy of your card there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it gonna ask me for my policy number and all that stuff?
[AGENT][POSITIVE] Yes, and I can give all those to you, um, just as soon as I get that. I'm on my, I'm on my last one right now to order for you and then um I'll give you all of your policy numbers so that you have those handy.
[CUSTOMER][NEUTRAL] OK, I'm gonna go on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'm on the website right now. I put my information in to see if.
[AGENT][POSITIVE] Oh, OK, cool.
[CUSTOMER][NEUTRAL] 20.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If you're ready for your
[CUSTOMER][NEUTRAL] It's, it's uh
[AGENT][NEUTRAL] If you're ready for your first policy number is your dental.
[CUSTOMER][NEUTRAL] Uh, go ahead.
[AGENT][NEUTRAL] And let me give you that number, no?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Let me ask you, let me ask you a question, is it gonna ask me for that when I signed into this? Because if not, it'll, um, I could, if I can create an account without having to put that information in, I think it would give me access to those numbers once I sign up, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so I don't necessarily need, I don't have to uh have you give it to me now. I just wanted to make sure that I uh log in and and get that so let me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now when you go in there as a first time you're gonna uh the first option is gonna be you're gonna click on your a new user.
[AGENT][NEUTRAL] And then the second option you're gonna choose is I'm an individual with a policy.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yep, that's what I picked and it's texting me to give a pass.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Uh, let me see choose my own password.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Email primary.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Next, uh, it says I have to put a uppercase in one symbol, OK.
[CUSTOMER][NEUTRAL] Uh, see.
[CUSTOMER][NEUTRAL] Alright, says it's it's created so I just.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Alright, it's saying uh application.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Is it, did you get in?
[CUSTOMER][NEUTRAL] Yes, I'm in, OK.
[AGENT][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] OK, so yeah, it has the group.
[AGENT][POSITIVE] Yay.
[CUSTOMER][NEUTRAL] They have a group, uh, hospital indemnity, dental illness.
[CUSTOMER][NEUTRAL] So it has my medical, the medical, right?
[AGENT][NEUTRAL] The medical that we have that would be considered medical is the hospital indemnity plan.
[CUSTOMER][NEUTRAL] OK, so that's the, um, but that's the, that's the coverage so that's my medical coverage, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Oh what is that? OK.
[CUSTOMER][NEUTRAL] Let me see it's saying it's downloaded.
[AGENT][NEUTRAL] And it should pull your policies then for you too.
[AGENT][NEUTRAL] Um, so that you can see them and see what your benefits are. They're pretty long, so it's gonna take you a moment to read through them.
[CUSTOMER][NEUTRAL] It says this is not a major medical plan. What does that mean?
[AGENT][NEUTRAL] Major medical is like um Blue Cross Blue Shield, um United Healthcare.
[AGENT][NEUTRAL] Big, big plans, big major medical plans like that. What you have is a limited hospital indemnity plan that has some medical coverage on it.
[CUSTOMER][NEUTRAL] So I don't have any medical. I don't have any, um, in essence any medical.
[AGENT][NEUTRAL] Ma
[AGENT][NEUTRAL] You don't have major medical.
[CUSTOMER][NEUTRAL] I don't, I don't know what's the, what's the difference?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The difference in a hospital indemnity plan and a major medical plan is the hospital indemnity plan has a set amount that that it pays based on a covered procedure where a major medical plan usually has a percentage that they pay.
[AGENT][NEUTRAL] For a covered procedure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright, so is this the way the card would look once I get it, the way that, um, from what I see because it, it's just showing a letter. It just says welcome to the insurance, uh, says welcome to public life insurance. We appreciate your business and it doesn't have the actual, doesn't like the card. It just gives me the.
[CUSTOMER][NEUTRAL] Policy number.
[AGENT][NEUTRAL] Right. You'll, you'll get an actual card.
[CUSTOMER][NEUTRAL] OK, when I get the card, is it gonna, is it gonna display the same as what I'm looking at here, or is it just gonna say it's gonna say something else?
[AGENT][NEUTRAL] It's gonna have what you're looking at there as far as your um your plan identification number that it's an individual policy it's gonna have your um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your policy number, it's gonna have your effective date. It's going to have where you can send the claims to.
[AGENT][NEUTRAL] It's gonna have the provider ID number so that if the um.
[AGENT][NEUTRAL] Place that you take it to wants to file the claim electronically for you they can.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's also gonna have the phone numbers on the back.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Um, our phone numbers that you just called.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So answer me this, right? OK, so if I need to go into, I don't know, get checkups and all that, I could, I have the coverage for that or do I have, do I need a different insurance for that?
[AGENT][NEUTRAL] You have the hospital indemnity plan, um.
[AGENT][NEUTRAL] So when you, and this is just to verify your coverage is not a guarantee of payment. So when you take that card with you, um, you have.
[AGENT][NEUTRAL] Let's see, benefits if you're ever admitted to the hospital.
[AGENT][NEUTRAL] You have outpatient benefits um for sickness or accident for surgery.
[AGENT][NEUTRAL] You have um.
[AGENT][NEUTRAL] Intensive care, you have diagnostic testing benefits.
[AGENT][NEUTRAL] You have um outpatient.
[AGENT][NEUTRAL] Treatment for accident or sickness, for uh physical therapy, for a physician's office.
[AGENT][NEUTRAL] For um.
[CUSTOMER][NEUTRAL] So let me ask you for general, for general health so.
[AGENT][NEUTRAL] Let's see, urgent, you can go to an.
[CUSTOMER][NEUTRAL] So for general health care uh benefits, do I need additional insurance or does this this particular insurance cover that as well?
[AGENT][NEUTRAL] For general health care, um, you have a physician's office benefit per calendar year of uh $75 that helps towards your, your payment at the physician's office.
[CUSTOMER][NEUTRAL] Just general health.
[AGENT][NEUTRAL] So the set amount.
[AGENT][NEUTRAL] That's what it'll pay.
[CUSTOMER][NEGATIVE] OK, alright, I'm just, I'm, I really don't understand how all the insurance stuff really works. I just, I don't.
[AGENT][NEUTRAL] Yeah, um, yeah.
[CUSTOMER][NEUTRAL] Um, but OK.
[AGENT][NEUTRAL] But if you, when you look at your policy, since you're in the online service center, take some time out to read your policy. It's, um, where it's pretty easy to understand and you can look and see exactly what you have and just know those amounts are what is covered as far as your dollar amount even if um let's say you had a benefit amount of $100.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] But it only cost you $25 for that for that procedure, you would still get paid $100.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, so let me ask you this, so this will be considered me, this will be considered me having health care, right? so this is, I do have health care.
[CUSTOMER][NEGATIVE] It just makes breaks down how much I'm paying pertaining to whatever.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, it's an indemnity plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, but it's still it it's still considered health care.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, so it's just indemnity versus what was the other one?
[CUSTOMER][NEUTRAL] The major group or major, OK, alright, so the difference between those two is what that the state cover. OK, I understand it better now, but thank you.
[AGENT][NEUTRAL] Major medical
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Welcome. You're welcome and look, if you get stuck in, if you end up going to the doctor and you get stuck again, please pick up the phone and call us, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. You, you.
[AGENT][POSITIVE] [PII] and I hope you have a wonderful weekend and thank you so much for calling APL.
[CUSTOMER][POSITIVE] No problem. Thank you. Bye.
[AGENT][NEUTRAL] All right. Bye-bye, sir.