AccountId: 011433970860
ContactId: 9f414dd8-f769-4542-8577-e9720b20eb9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217059 ms
Total Talk Time (AGENT): 92248 ms
Total Talk Time (CUSTOMER): 113505 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/9f414dd8-f769-4542-8577-e9720b20eb9e_20250422T18:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. I've got a pretty general question. Um, I, I've never, never picked up the phone and asked, so anyhow, I've got a couple, I've got a couple things in front of me. I have a policy, obviously I've, I have a policy with you guys, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I get these statements and one thing it says all well most of the times I guess is on the back it says remark description says impatient benefit for this calendar year has been met.
[CUSTOMER][NEUTRAL] I don't know if that's good or bad.
[AGENT][NEUTRAL] Uh, some
[CUSTOMER][NEUTRAL] Does that mean
[AGENT][NEUTRAL] It sounds like you just like
[CUSTOMER][NEUTRAL] Benefits will
[AGENT][NEUTRAL] Exhausted benefits for the year?
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] So that means anything else I get uh APL would not pay right?
[AGENT][POSITIVE] Correct, yeah.
[CUSTOMER][NEUTRAL] OK, I didn't know if it was just the opposite that I had to pay a certain amount and once I hit a certain amount, then APL would pick up the tab after that so it's just the opposite, right?
[AGENT][NEUTRAL] Correct, yeah, most of the secondary plans don't have any sort of deductible on them that you have to meet. It's a set inpatient outpatient benefit amount and once that amount has been paid, then we're no longer gonna pay for the calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, I got it and then is there a set amount? I should know that already I would assume, right?
[AGENT][NEUTRAL] Um, yeah, I can, I can check your policy if you have your policy number.
[CUSTOMER][NEUTRAL] If I, if I have a policy.
[CUSTOMER][NEUTRAL] Yeah, it's on the statement here you ready?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, it's 014.
[CUSTOMER][NEUTRAL] 22277.
[AGENT][NEUTRAL] Alright, let's
[AGENT][NEUTRAL] All right. And then [PII], if you could just verify for me, please, your date of birth and address.
[CUSTOMER][NEUTRAL] OK, so it's [PII] and the address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. All right. So it looks like your inpatient benefit max for the calendar year is 2000 and it's the same for your outpatient as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and I would assume that's the same for my wife.
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] Because she's on the same cover.
[AGENT][NEUTRAL] Correct. So,
[CUSTOMER][NEUTRAL] Same, so 2000, so once we, once we hit that 2000, everything's on us, right?
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] For the inpatient, right, so you've met your inpatient benefit amount for $2000 you're at $500 for the outpatient for the year, and [PII]'s at $500 for outpatient for the year. So she still has her full inpatient allotment of 2000 and then you both have 1500 on the outpatient.
[CUSTOMER][POSITIVE] Oh, OK, wow, I'm glad I called.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] I've been putting it off for for months at a time you could, you wouldn't believe so OK well thank you very much.
[AGENT][NEUTRAL] Yeah, yeah, so that.
[AGENT][POSITIVE] Yeah, not a problem. Anything else?
[CUSTOMER][NEUTRAL] So it was, it was [PII], who was it?
[AGENT][NEUTRAL] Mhm. My name is [PII]. Uh-huh, yeah.
[CUSTOMER][NEUTRAL] Your name?
[CUSTOMER][POSITIVE] Oh OK all right no I just wanted to thank you very much all right, so have a good day you wish they were all this easy, right?
[AGENT][POSITIVE] Yeah, not a problem. You too.
[AGENT][POSITIVE] I, yeah, exactly. Have a good day, [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] All right, all the best. Bye bye.
[AGENT][NEUTRAL] Bye bye. You too.