AccountId: 011433970860
ContactId: 98be0c98-3d04-4a1f-ad09-014068a7740b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307320 ms
Total Talk Time (AGENT): 152910 ms
Total Talk Time (CUSTOMER): 162956 ms
Interruptions: 7
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/98be0c98-3d04-4a1f-ad09-014068a7740b_20250121T22:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. This is [PII]. I have a card here, but I'm not sure all started uh how to use it.
[AGENT][NEUTRAL] OK, all right. And you said your name was [PII]?
[CUSTOMER][NEUTRAL] No, [PII] Sorry, [PII]
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] OK [PII], um, Miss [PII], what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] 02585219.
[AGENT][NEUTRAL] OK, let me pull that policy up real quick.
[CUSTOMER][NEUTRAL] Hey, stop laughing.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] My telephone number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And Ms. [PII], do you have an email address?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's my name, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you so much. I appreciate you verifying your policy for me. Um, so you're calling because you don't know how to use your insurance, is that correct or what it's for?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh yes, what is it? I'm not sure. Is it for that one.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so your insurance, this policy is a Medlink policy, and this is just to verify your coverage. It's not a guarantee of payment. It's a Medlink policy that when you go and you use your primary insurance, you use this card also. This card helps you with deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, if you have to go in the hospital for more than 18 hours, you have a $5000 benefit amount per calendar year that it helps for inpatients, and then outpatient, you have a $1000 benefit per calendar year that helps with your outpatient deductible co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] So you always need to give them your primary insurance card and this one.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. Yes, um, but is it registered?
[AGENT][NEUTRAL] I'm sorry, ma'am?
[CUSTOMER][NEUTRAL] So I don't have to do anything to register.
[AGENT][NEUTRAL] Did, what did you say?
[CUSTOMER][POSITIVE] I don't have to do anything to register it.
[AGENT][NEUTRAL] No, you're already registered. The card is ready to go. Um, you have, you are effective [PII] was when your benefits started.
[CUSTOMER][NEUTRAL] Mhm. OK, so it's, can it be used to buy medication also?
[AGENT][NEUTRAL] So you don't need to do anything but just make.
[CUSTOMER][NEUTRAL] in that order.
[AGENT][NEUTRAL] Uh, medication, let me look and see if you have any kind of prescription benefits at all.
[CUSTOMER][NEUTRAL] It declared that any children undocumented.
[AGENT][NEUTRAL] No, ma'am. You don't have prescription benefits with this policy.
[CUSTOMER][NEUTRAL] So you have been, do you have been, I, I.
[AGENT][NEUTRAL] It only helps with the.
[AGENT][POSITIVE] Right, it, you just use your primary insurance for that. This one helps with your deductible, your co-pay, and your co-insurance.
[CUSTOMER][NEUTRAL] But does, does it help it which and then time.
[AGENT][NEUTRAL] I'm sorry, can you repeat that again?
[CUSTOMER][NEUTRAL] 26
[CUSTOMER][NEUTRAL] I would like to know if it helps if I should go to the dentist or to the to the optometrist.
[AGENT][NEUTRAL] Uh, no, ma'am. It's only for medical.
[CUSTOMER][POSITIVE] OK. All right. Thank you. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Is there anything, you're so welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, that's it. I just want to know. I I I wasn't sure what thank you.
[CUSTOMER][NEUTRAL] then it.
[AGENT][POSITIVE] You're very welcome you have a blessed day and thanks for calling APL.
[CUSTOMER][POSITIVE] And thank you so much. You do the same. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thank you.
[CUSTOMER][NEUTRAL] They see your legal counsel they're asking for.