AccountId: 011433970860
ContactId: a6623bc0-9b09-46fb-bedd-36551fcf6939
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206500 ms
Total Talk Time (AGENT): 94262 ms
Total Talk Time (CUSTOMER): 85110 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/a6623bc0-9b09-46fb-bedd-36551fcf6939_20250116T22:26_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have insurance with you guys through my job and I had a doctor appointment yesterday and
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They told me that
[CUSTOMER][NEUTRAL] The insurance I have doesn't pay for my appointment yesterday, so I'm trying to understand what am I paying for.
[AGENT][NEUTRAL] Was it like an office version?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can check on it. I can check what type of policy you have with us. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and may I have the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 63597
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. For security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] Um, I, uh, you said mailing address it's [PII]. My mailing address is [PII], and my email is [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, so let me go over the benefits and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And you have one of our limited hospital indemnity plans. Um, with this plan, you do have office visitor specialist or PCP. We cover $100 per visit, maximum of 4 visits per year.
[CUSTOMER][NEUTRAL] It's my first time using it and they said they don't take.
[CUSTOMER][NEGATIVE] So I don't even know why I got it because if I can't use it for my appointments, I don't need it.
[AGENT][NEUTRAL] Um, did they give you a reason why they did not take it?
[CUSTOMER][NEGATIVE] They say this this card that I gave them, it says limited benefit, but they say they don't take those. So I don't, I'm not, I don't need it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I go to um MUFC.
[CUSTOMER][NEUTRAL] To my doctor's appointment and they say they don't take those. So I don't need the insurance if I can't use it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Where I'd go
[AGENT][NEUTRAL] OK, yeah, we, we, we cannot um tell a provider to take the insurance because they have their own regulations and rules. um but um if uh you decide that you want to keep the policy, uh, you will have to get to the um employer to get it canceled. We cannot cancel it through us because you got it through your employer, um.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh, so the, OK.
[AGENT][NEUTRAL] Yes, so you will go to ACT Healthcare Services and let them know what you're thinking about the policy, OK? Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, ma'am, that's it. Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Ms.
[CUSTOMER][NEUTRAL] Mhm