AccountId: 011433970860
ContactId: af8c5eb5-c950-4d6c-bdf7-91ce5883f794
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 679419 ms
Total Talk Time (AGENT): 255196 ms
Total Talk Time (CUSTOMER): 305698 ms
Interruptions: 4
Overall Sentiment: AGENT=-0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/af8c5eb5-c950-4d6c-bdf7-91ce5883f794_20250203T13:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, uh, yes, hi, I'm calling. My name is [PII], and I don't know if I got a card because the card that I tried to, uh, set up yesterday online didn't work. It says they can't find me. So how can you help me to
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Spell your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the policy number on the card?
[CUSTOMER][NEUTRAL] Well, this car, uh, the [PII]. OK, so I have
[CUSTOMER][NEUTRAL] And that's the benefits certified for the hospital number or outpatient?
[AGENT][NEUTRAL] OK, the number for in and out should be the same before the letter IM. So give me the numbers before the letter M.
[CUSTOMER][NEUTRAL] Uh, Emma? OK, so I have 1446702.
[AGENT][NEUTRAL] OK, and what's a good phone number, [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You can verify your date of birth and your mailing address for me?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Address [PII], that's in [PII].
[AGENT][NEUTRAL] And what's your email address?
[CUSTOMER][NEUTRAL] Um, I don't want any emails because I don't check it. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Did you say you do not want an email address on file?
[CUSTOMER][NEGATIVE] Yeah, because if you send me stuff there and I'm not and you didn't tell me, I will never see because I don't check it. I only go and look for stuff that people are sending me right away.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Let me give you your current policy number. Let me know when you're ready.
[CUSTOMER][NEUTRAL] Sure, go ahead.
[AGENT][NEUTRAL] It's 197.
[AGENT][NEUTRAL] 3189.
[CUSTOMER][NEUTRAL] OK, policy number. OK, alright, can I ask some questions now?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Could I get a card because I don't have a new card. I only have this one here from [PII].
[AGENT][NEUTRAL] OK, OK, we can get that to you. Did you say you were trying to set up an online account?
[CUSTOMER][NEUTRAL] If they put me on that I can.
[CUSTOMER][NEUTRAL] Yes, that was yesterday when I was home, yeah.
[AGENT][NEUTRAL] OK, so if, if you don't want your email address on file because that's part of one of the security questions, that's probably why you're not able to get to log in the policy number that you.
[CUSTOMER][NEUTRAL] No, I did, I did actually put you, I did put it in yesterday, but I was using the one.
[AGENT][NEUTRAL] I'm
[AGENT][NEUTRAL] Yeah, but we didn't have one in our system.
[AGENT][NEUTRAL] So what you enter has to match what's in our system.
[CUSTOMER][NEUTRAL] Yeah. No, uh.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] So if we, if you don't want us to add it then you're not gonna be able to create an account or do you want us to add it just so that you can create an account?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You can add it, but uh if it could be a note not to send me things without letting me know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, most of our well our correspondence is via mail.
[AGENT][NEUTRAL] So we rarely send anything uh by email unless you request us to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] And so I have [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I'll hold stay on the line and make sure that you're able to create the account.
[CUSTOMER][NEUTRAL] No, I'm not gonna do that right today. I have to do that when I get home. I'm at work. OK, uh.
[AGENT][NEUTRAL] Oh, OK. OK.
[CUSTOMER][NEUTRAL] When it says under [PII] eligible.
[CUSTOMER][NEUTRAL] Eligibly.
[AGENT][NEUTRAL] OK, what are you looking at that says that?
[CUSTOMER][NEUTRAL] What does that mean?
[CUSTOMER][NEUTRAL] OK, so I guess the paperwork that the job would give us.
[CUSTOMER][NEUTRAL] And it says here Medili selective supplemental limited benefit group, medical expense insurance.
[AGENT][NEUTRAL] OK, I'm sorry. I can barely hear you, [PII].
[CUSTOMER][NEUTRAL] It says Medlink.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Select supplemental limited benefits group, medical expense insurance, and in parentheses, it says under 51.
[CUSTOMER][NEUTRAL] Eli please.
[CUSTOMER][NEUTRAL] Parentheses, so I don't know what that means.
[AGENT][NEUTRAL] OK, I'm not sure what document you're looking at. You do have a meddling policy, but the under [PII], I'm not sure what that is.
[CUSTOMER][POSITIVE] It's the best.
[CUSTOMER][NEUTRAL] And that's my big concern what that should mean because I don't know if that means you're if you're under [PII] 8.
[AGENT][NEUTRAL] I mean, did you get that document from your employer?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so you may want to oppose that. Is that like a brochure that they gave you?
[CUSTOMER][NEUTRAL] Uh, it's a print out and it tells us how much it's paid for biweekly and stuff.
[CUSTOMER][NEUTRAL] Like it's medical expense insurance on the [PII].
[AGENT][NEGATIVE] OK, for some reason you, you're, you're fading out and I can't understand what you're saying.
[CUSTOMER][NEUTRAL] Yeah, this is, you know, when you get your benefits, uh, they're letting us know what you cover, what they cover, that's, that's on the paper.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, let me see, let me pull up your policy.
[CUSTOMER][POSITIVE] For sure.
[AGENT][NEUTRAL] And see if it's comparable to what you're saying.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Does it give you the amount of the inpatient and outpatient benefit on the document that you have?
[CUSTOMER][NEUTRAL] It says in hospital benefits 4000 per covered person per calendar year maximum of 12,000 per calendar year for all covered persons combined.
[CUSTOMER][NEUTRAL] And then it goes outpatient maximum 500 per covered person.
[CUSTOMER][NEUTRAL] Per day.
[CUSTOMER][NEUTRAL] For calendar day cover, yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So that's the paper.
[AGENT][NEUTRAL] Yeah, so that is the benefit for both the in and the out, but you said in parentheses that had [PII].
[AGENT][NEUTRAL] Under the age of [PII]?
[CUSTOMER][NEUTRAL] It says under [PII]
[CUSTOMER][NEUTRAL] It doesn't say age, it just says under [PII], eligible.
[CUSTOMER][NEUTRAL] E L I G I B L E S.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it's at the top.
[AGENT][NEUTRAL] OK, I don't know the document that you have in your hand, so that may be a question that you wanna reach out, uh, and ask your employer.
[AGENT][NEUTRAL] I mean, the benefit that you provided is what I'm showing in your policy, but the rest I don't see anything alluding to that.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] So is there an age limits to this policy as to what you get if you're under age [PII] versus over age [PII]?
[CUSTOMER][NEUTRAL] Cause you would know that.
[AGENT][NEUTRAL] Is that a question or a statement?
[CUSTOMER][NEUTRAL] No, that's a question for you.
[AGENT][NEUTRAL] Yeah, that's a question you may wanna ask it that's possibly, but I don't know for sure.
[CUSTOMER][NEUTRAL] No, no, no, but you.
[CUSTOMER][NEUTRAL] But you should know, you know, you're looking at the policy.
[AGENT][NEUTRAL] Yeah, I'm just looking at your policy benefits. Yeah, if, if that's something that you received from your employer, did you receive it?
[CUSTOMER][NEUTRAL] And it's from you.
[CUSTOMER][NEUTRAL] OK, so can you uh.
[CUSTOMER][NEUTRAL] OK, no, this is.
[CUSTOMER][NEUTRAL] Let me rephrase my question if you don't, I'm asking you, does my policy have an age difference on it?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That could be just telling you what your rate is if you're under a certain age.
[CUSTOMER][NEUTRAL] Right, but I'm asking you to look in your system to see if my policy has an age difference.
[CUSTOMER][NEUTRAL] On there. That is something that you should know.
[AGENT][NEUTRAL] When
[AGENT][NEUTRAL] OK, when you say age difference, what do you mean?
[CUSTOMER][NEUTRAL] If you could read the policy that you have there that and if it says if you're this age.
[CUSTOMER][NEGATIVE] You pay, you, you get this amount, and if you're this age, you get this amount. That's something you should be seeing that has nothing to do with the job. That's what they bought from you.
[AGENT][NEUTRAL] Yeah, give me just a second. I actually need to get you over to a different department for that. Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what is the name of your employer?
[CUSTOMER][NEUTRAL] The chapter 13 trustee [PII].
[AGENT][NEUTRAL] OK. One moment.
[CUSTOMER][NEUTRAL] Transferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] [PII], this is [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm good. I have an insured on the phone. Let me give you the policy number.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][POSITIVE] Alrighty, go ahead.
[AGENT][NEUTRAL] OK, that number is 197.
[AGENT][NEUTRAL] 3189.
[AGENT][NEUTRAL] And I'm looking at her policy, sir, you know where it gives the age she's wanting to know I think on whatever documents she received from her employer it um says that it's a Metlink policies and in parenthesis it says up to age [PII] or something like that and she's wanting to know. I know the premiums are based on several things one to include the age.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] But that's the extent of me knowing how they determine the premiums for each individual.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yes, and that is all there is to it on midlink, OK, um.
[CUSTOMER][NEUTRAL] Oh, because this is what's being hail from her check, is that what she's.
[AGENT][NEUTRAL] Yeah, she's saying is, is, is her premium amount based on her age and other factors or is it just her age? Is this like for since she's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she said on the document that she has it says the the Metlink policy in parenthesis it says I think she said under [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but I can speak to her, yes, I'm sorry, I'm just pulling up uh.
[AGENT][NEUTRAL] Yeah, I mean, I'm assuming I'm assuming that it's saying if you're under [PII] this is your premium but I'm not educated enough to tell her yes or no that's what that means.
[CUSTOMER][NEUTRAL] OK, right. Got you. OK, yes.
[AGENT][NEUTRAL] All right. And you're speaking with [PII].
[CUSTOMER][POSITIVE] OK, thank you, thank you.
[AGENT][NEUTRAL] Here she comes.
[CUSTOMER][NEUTRAL] OK.