AccountId: 011433970860
ContactId: 92b3f75c-b081-45e3-ba7b-5ebec93a6500
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 624780 ms
Total Talk Time (AGENT): 221144 ms
Total Talk Time (CUSTOMER): 270390 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/92b3f75c-b081-45e3-ba7b-5ebec93a6500_20250508T17:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], my name is [PII]. Um, I got uh the APL insurance through my agency. And I have a question regarding that policy. Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got the
[CUSTOMER][NEUTRAL] LT pro they call it.
[CUSTOMER][NEUTRAL] LT Pro
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] With, with dental and, and vision. The LK Pro, uh, is, I'm eligible to visit a doctor because there is no information about like how this insurance work.
[AGENT][POSITIVE] OK, I can help you with your benefits, [PII]. Can I please get your call number sir just in case the call is dropped I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And then can you give me um your dental policy number if you don't know your, any other policy numbers?
[CUSTOMER][NEUTRAL] They didn't give me the policy number yet because still like I have to make a change uh before the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, but I can give you like a social security number or something. I used to be with APL before, but this is a new contract and you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir. What is your social, sir?
[CUSTOMER][NEUTRAL] Yeah, they didn't
[CUSTOMER][NEUTRAL] Uh, you need the full social or the last four digits?
[AGENT][NEUTRAL] The full one, please.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEGATIVE] You're breaking on me. The full social security number?
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] Yes, the full social.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick, sir.
[AGENT][NEUTRAL] OK, [PII], can you please give me your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you sir let me look.
[AGENT][NEUTRAL] See if I can find the policy.
[AGENT][NEUTRAL] OK, so looking
[AGENT][NEUTRAL] At, um,
[AGENT][NEUTRAL] R
[AGENT][NEUTRAL] Computer, I do not see a policy that is active for you as of today. I do show that you had policies in the past that terminated on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Correct. Yes, that's true. Because I changed it to add my son, so they told me that that will be active in, in a week or so.
[AGENT][NEUTRAL] OK, so the policy because you're making changes, uh just hasn't been issued yet, so I don't have any information at this time.
[CUSTOMER][NEUTRAL] Yeah, but I'm, I'm talking about the policy itself, because I wanna make a change and they told me to call this number to verify if that uh LTro uh I took the uh uh L LIT or E L I T E. I don't know how to pronounce it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] LT Pro.
[AGENT][NEUTRAL] Elite
[CUSTOMER][NEUTRAL] Eli, yeah, Elite Pro. And this is covered like visiting the doctor or?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Without having a policy for me to look at, I can't give the information um because it's based on what you choose on your policy and how the policy is issued. Uh, now I can look at one of your past policies and tell you what the benefits were for the past policy because I do have that information, but I do not have any information on your new policy.
[CUSTOMER][NEUTRAL] OK, because I don't, I don't care about the old policy. It's not gonna help me. I just need to add this new policy because the benefit in the card, is it like eligible to visit a, a family doctor or I have to pay from my pocket?
[AGENT][NEUTRAL] OK, so it depends on what type of policy you have.
[AGENT][NEUTRAL] Um, we have several different kinds of policies, so it would depend on the policy that you have, which I cannot see right now because it has not been issued for me to know what the benefits are to be able to tell you the information.
[CUSTOMER][NEUTRAL] Mm, so you cannot.
[CUSTOMER][NEUTRAL] OK. Maybe you can tell me, you can tell me one thing is which policy I am allowed to go and visit my family doctor?
[AGENT][NEUTRAL] That would be the hospital and.
[CUSTOMER][NEUTRAL] Which policy will be, so I look at you.
[AGENT][NEUTRAL] If it's still with the same group that you were with before, that would be your hospital indemnity plan.
[CUSTOMER][POSITIVE] Oh, hospital and amenity benefit.
[AGENT][NEUTRAL] Right, if it's still with the same group that you were previously with.
[CUSTOMER][NEUTRAL] Hospital, no, this is.
[CUSTOMER][NEUTRAL] Hospital indemnity.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Uh, benefit additional additional service, hospital immediate.
[CUSTOMER][NEUTRAL] OK, I don't see here any indemnity Hospital indemnity on, because they send me the, the form to choose which one I like. But I don't see the hospital indemnity here.
[AGENT][NEUTRAL] OK. So it, like I said, it's all based on what the selections are and each group has its own different benefits. So,
[CUSTOMER][NEUTRAL] That's very, very.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Your previous group that you were with.
[AGENT][NEUTRAL] Had the hospital indemnity.
[AGENT][NEUTRAL] What is the group number you're with now?
[CUSTOMER][NEUTRAL] Uh, how I can find the group number. Uh, the company, um,
[CUSTOMER][NEUTRAL] OK. Let me, um, because I'm gonna call them and ask them, you need the group number, right?
[AGENT][NEUTRAL] What is the com[PII] that you're working for now?
[CUSTOMER][NEUTRAL] OK. It's called um
[CUSTOMER][NEUTRAL] Uh, one second, I'm gonna get that to you, uh,
[CUSTOMER][NEUTRAL] N 00 R, Noor Inc.
[AGENT][NEUTRAL] Let me see if that's one of our groups real quick.
[AGENT][NEUTRAL] That is one of our groups. So it would be based on what you select.
[AGENT][NEUTRAL] And how the policy is issued.
[CUSTOMER][NEUTRAL] OK, so here, um, they send me the
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] The benefits
[CUSTOMER][NEUTRAL] And I'm trying to look at the uh plan benefit summaries. I'm looking at the benefit. I don't see the hospital identity here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, there is like a hospital admission benefit.
[AGENT][NEUTRAL] Does it say outpatient benefits?
[CUSTOMER][NEUTRAL] Hospital company.
[CUSTOMER][NEUTRAL] Outpatient surgery, that's all. Urgent care facility.
[AGENT][NEUTRAL] Does it say
[AGENT][NEUTRAL] OK, an urgent care facility is like um
[AGENT][NEUTRAL] Is a doctor's office.
[AGENT][NEUTRAL] At an urgent care facility like a FastMed.
[CUSTOMER][NEUTRAL] Oh, physi physician's office maybe this one.
[AGENT][NEUTRAL] Yes, that would be your doctor, your physician office.
[CUSTOMER][NEUTRAL] OK. So I'm eligible for 3 days a year, maybe.
[AGENT][POSITIVE] If that's what your paperwork says, it makes, and that sounds correct.
[CUSTOMER][NEUTRAL] Yeah, 3 days. OK.
[CUSTOMER][NEUTRAL] All right. Uh, yeah, I think it looks like it's a weak insurance, maybe uh.
[CUSTOMER][NEUTRAL] I have to see like what else I can do to add more onto it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you'll have to do that through um your employer and and just ask them, you know, what else can I do to get more days?
[CUSTOMER][POSITIVE] OK, well, thank you.
[CUSTOMER][NEUTRAL] They don't know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] That's the problem. I'm struggling with the insurance here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It has lots of uh information and uh my, I might get like one of the people that they're selling insurance, they can tell me which is good here, so I can purchase it.
[AGENT][POSITIVE] OK. Yes. Yes, that sounds like a good plan.
[CUSTOMER][POSITIVE] Yeah. All right. Well, thank you so much. I really appreciate your time.
[AGENT][POSITIVE] Well, you're very welcome, [PII]. I'm glad I was able to help you some. Um, I hope you have a wonderful day and thank you for calling APL, sir.
[CUSTOMER][POSITIVE] Thank you thank you appreciate it.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.