AccountId: 011433970860
ContactId: 9c505c32-8ab5-496a-9493-648f0d903961
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 435140 ms
Total Talk Time (AGENT): 143382 ms
Total Talk Time (CUSTOMER): 195950 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/9c505c32-8ab5-496a-9493-648f0d903961_20250122T16:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, I just have a question about, um,
[CUSTOMER][NEUTRAL] Possible
[CUSTOMER][NEUTRAL] Selecting this coverage. I'm talking about the MVP schedule benefits for surge for my son, [PII].
[AGENT][NEUTRAL] OK, so you're wanting.
[CUSTOMER][NEUTRAL] And I want to be
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] I want to know if this has to be payroll deductible or if like.
[CUSTOMER][NEUTRAL] I could pay for a monthly premium for him.
[AGENT][NEUTRAL] So, do you have a policy number for him? Does he have an active policy?
[CUSTOMER][NEUTRAL] Not yet.
[CUSTOMER][NEGATIVE] But he's not worked there.
[CUSTOMER][NEUTRAL] That long.
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] If the enrollment is being offered through the group, is that my understanding the employer?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and so he's never signed up through the employer, is that correct?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Well, he, he did tell him when he first got the job that he has not um signed the enrollment paper form in fact it, yeah.
[AGENT][NEUTRAL] OK, so depending on what type of plan it is would matter as far as like if it can if the coverage can be continued outside of the employer, so if he has a policy number I can check and see.
[AGENT][NEUTRAL] But we don't sell just individual policies to people's to groups.
[AGENT][NEUTRAL] I don't know if that helps any.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I don't know if I'm understanding your question fully. I don't, I don't know if that was helpful.
[CUSTOMER][NEUTRAL] Can you tell me
[CUSTOMER][NEUTRAL] Um, I don't know if this would be helpful or not, so anyway, I'm
[CUSTOMER][NEUTRAL] um
[CUSTOMER][NEUTRAL] He had to go
[CUSTOMER][NEUTRAL] To the emergency room a couple a couple of days ago.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I'm looking for
[CUSTOMER][NEUTRAL] Um, coverage that will pay for, um,
[CUSTOMER][NEUTRAL] His emergency room visit.
[CUSTOMER][NEUTRAL] And uh he had a lab test done while he was there and he might have more lab. So, but looking here on my plan, the policy, it looks like those benefits do not come into play until after.
[CUSTOMER][NEUTRAL] The $6500 deductible is met.
[AGENT][NEUTRAL] So I need, I would need the policy number that you have to verify that. I can double check that. What's the policy number that you have?
[CUSTOMER][NEGATIVE] Um, I don't like that. I just have, oh, this information.
[CUSTOMER][NEUTRAL] My pet, it says specially designed for surge, S U R G E N.
[CUSTOMER][NEUTRAL] It's for um benefits in the cars.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um.
[AGENT][NEUTRAL] So, OK, so you just have the pamphlet that the employer then provided as far as like what's covered under the plan.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, this might not be the right plan. There was one plan, I was like 500 and
[CUSTOMER][NEUTRAL] $27 or something, I think.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I, I was looking at the um.
[CUSTOMER][NEUTRAL] Uh premium value MVP.
[CUSTOMER][NEUTRAL] But it, it says that the services that he's gonna need are
[CUSTOMER][NEUTRAL] They're not covered until the um
[CUSTOMER][NEUTRAL] Until the
[CUSTOMER][NEUTRAL] Deductibles, man.
[CUSTOMER][NEUTRAL] It looks like.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it's, I guess it's not.
[AGENT][NEUTRAL] Yeah, yeah, I mean,
[AGENT][NEUTRAL] If, if that's the information that that employers provided for the plan info that you know, um.
[AGENT][NEUTRAL] That sounds, you know, accurate. I unfortunately can't give a whole lot of information without having any sort of like policy or group number. Any questions on the plan itself, generally we um advise people to speak to their HR department directly. Uh, most employers have like a point of contact for any like questions or concerns that you know.
[AGENT][NEUTRAL] Employees may have a plan.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] We don't have a way to enroll him in to the insurance if he's not employed still through surge. Like we don't sell the plans just to individuals over the phone. So whatever he's being off, off.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] But he is still on for me, but um I, I guess I'm not interested anymore because I see this that it doesn't kick in until they met like um um.
[CUSTOMER][NEUTRAL] bigger me that um.
[CUSTOMER][NEUTRAL] Out of pocket, so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I didn't see that before. OK, so, uh,
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, well,
[CUSTOMER][POSITIVE] Thank you. I, I guess, um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I guess I don't mean anything.
[AGENT][NEUTRAL] No
[AGENT][POSITIVE] Alright well thanks for calling APL have a nice day.
[CUSTOMER][POSITIVE] OK, thank you. Bye.
[AGENT][NEUTRAL] Bye bye.