AccountId: 011433970860
ContactId: a1a82e63-5c4c-4c16-9d33-a39c964d8d13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306929 ms
Total Talk Time (AGENT): 152210 ms
Total Talk Time (CUSTOMER): 67832 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/a1a82e63-5c4c-4c16-9d33-a39c964d8d13_20250324T15:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. Um, I just have a few questions um about my plan.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] And um mhm.
[AGENT][POSITIVE] We can definitely take a look at it. Do you have your policy number by chance?
[CUSTOMER][NEUTRAL] Um, group number?
[AGENT][NEUTRAL] Uh, not group number. It'd be like a member certificate number.
[CUSTOMER][NEUTRAL] No, I don't have that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just have the um
[CUSTOMER][NEUTRAL] The, the card, I guess it doesn't have anything like that on there. I don't know.
[AGENT][NEUTRAL] OK, what is the group number that you see on the card?
[CUSTOMER][NEUTRAL] Um, 206-81.
[AGENT][NEUTRAL] Thank you. And then [PII], what's your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you for that. So I've got your plan policy here in front of me. I need to verify please your date of birth and address.
[CUSTOMER][NEUTRAL] [PII] address [PII].
[AGENT][NEUTRAL] Alright thank you and then it looks like the email is [PII]. Is that still a good email for you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, great. So it looks like the plan that you have with us is a secondary insurance. Um, it's a supplemental plan. So basically, it's meant to bridge the gap between your primary insurance, whoever that is, um, and then this picks up any costs that's not covered by that.
[AGENT][NEUTRAL] So, um,
[AGENT][POSITIVE] It's meant to hopefully make it so if you had any sort of major medical concerns or anything happen that you wouldn't have that much out of pocket cost.
[CUSTOMER][NEUTRAL] OK, so because I just left the dentist and um
[CUSTOMER][NEGATIVE] I'm scheduled to go back tomorrow for a tooth extraction and I have to pay $1300. I would I be able to use this?
[AGENT][NEUTRAL] Um, let me check it and see if it will cover any sort of dental.
[AGENT][NEUTRAL] I'm not 100% certain. Give me just a second.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. So it looks like the plan does not cover dental or vision services including treatment, surgery, or extractions unless it resulted from an accident, um, or if it was like a newborn child and it was um something they were born with.
[CUSTOMER][NEUTRAL] Hm, OK.
[AGENT][NEUTRAL] So, yeah, unfortunately, it doesn't look like this would cover any of that. I'm sorry.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Did you need me to, yeah, did you need me to check on anything else, [PII]?
[CUSTOMER][NEUTRAL] Um, no, that would be it. So this is mainly for hospital visits.
[AGENT][NEUTRAL] Yeah, mostly hospital inpatient stuff like that, absolutely. Um, or, you know, outpatient surgery, like surgery center. Um, unfortunately, those two areas as far as like vision and dental, those, those types of things looks like just aren't covered under the plan.
[CUSTOMER][NEUTRAL] Mm, OK. Is it the specific plan that I have or it's just not at all?
[AGENT][NEUTRAL] Um, you know, it's not unusual that they don't cover things like that. Um, so, yeah, I mean, I don't know if your group offers a different plan, but I'll be honest, like I've not seen very many supplemental secondary plans that cover like dental and vision stuff.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Well, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][NEUTRAL] OK.