AccountId: 011433970860
ContactId: a84c7380-52cf-4b5c-8411-8557906c7c73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344679 ms
Total Talk Time (AGENT): 142579 ms
Total Talk Time (CUSTOMER): 94581 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/a84c7380-52cf-4b5c-8411-8557906c7c73_20250429T17:30_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, I have two issues. I need the insurance card mailed to my home or, uh, because, or given to me to the email address because I have a doctor appointment coming up soon.
[CUSTOMER][NEUTRAL] And also I would like to know if I have.
[CUSTOMER][NEUTRAL] Oobe
[AGENT][POSITIVE] OK, I'm happy to check on the insurance. Do you by chance have your policy number?
[CUSTOMER][NEUTRAL] Yes, you just let me look, please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I just saw it. I don't know I think here it is.
[CUSTOMER][NEUTRAL] 02400832.
[AGENT][POSITIVE] All right, thank you so much. Let me just pull this up here one moment.
[AGENT][NEUTRAL] All right. And then if I could just verify, please, your first and last name with your date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. And then if you could also verify your physical address and email.
[CUSTOMER][NEUTRAL] Email is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then my physical address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It looks like we may have an old address. Did you ever live at [PII]?
[CUSTOMER][NEUTRAL] I don't live there anymore.
[AGENT][NEUTRAL] OK, so we need to update this. So I apologize, [PII], give me the phys give me the address one more time so I can update this.
[CUSTOMER][NEUTRAL] Yes, it's 2.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, great.
[AGENT][NEUTRAL] OK, so I am emailing you a card to your email address on file if that's still a good email, yeah?
[CUSTOMER][NEUTRAL] What do you have on file?
[AGENT][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that is on its way to your email. I will update the address for you and then um put in a request to have a card mailed to the new address.
[AGENT][NEUTRAL] Are you going to see uh like a physician for just an office visit?
[CUSTOMER][NEUTRAL] Yeah, office visit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So your plan pays $50 towards a physician office visit fee. That's what the benefit payment would be. As far as what the cost would be out of pocket, you would need to speak to your provider and um see what they give you as far as what you would be responsible for.
[AGENT][NEUTRAL] Uh, the plan is only gonna pay the $50 towards whatever they charge for that office visit fee.
[CUSTOMER][NEUTRAL] So the rest of the bill is on me.
[AGENT][NEUTRAL] If they deem that that's patient responsibility, then yeah, it would be uh huh.
[CUSTOMER][NEUTRAL] OK, I'm confused. What kind of insurance does only cover copay and not cover some of the.
[CUSTOMER][NEUTRAL] The, the what you
[CUSTOMER][NEUTRAL] Oh, I'm so sorry. I never heard of an insurance like this.
[AGENT][NEUTRAL] OK, so this is a limited benefit plan.
[AGENT][NEUTRAL] They call it a hospital indemnity plan.
[AGENT][NEUTRAL] So what that means is that this is gonna pay that set amount towards whatever you're being seen or treated for it's not going to pay a percentage like a PPO or an HMO or if that's something that you're used to.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] You're welcome. Did you need me to check anything else?
[CUSTOMER][NEGATIVE] No, thanks.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] You're welcome
[CUSTOMER][NEUTRAL] Mhm