AccountId: 011433970860
ContactId: b26b39d7-1d2b-466b-9b92-c17ebedf55ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295450 ms
Total Talk Time (AGENT): 135983 ms
Total Talk Time (CUSTOMER): 87940 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/b26b39d7-1d2b-466b-9b92-c17ebedf55ba_20250217T19:58_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I was calling to see um what are the benefits that insurance.
[AGENT][NEUTRAL] I'm sorry, I can't hear you. Say again.
[CUSTOMER][NEUTRAL] I was calling to see what are the benefits that's under my insurance.
[AGENT][NEUTRAL] OK. Um, what's your name again? I'm sorry.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] Can I give you my social?
[AGENT][NEUTRAL] Uh, sure, give me one moment.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] OK, and what's your social?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You said it was [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, what was the last two digits?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] Yes 32401 uh [PII] [PII] and my email address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[AGENT][NEUTRAL] OK, and you say you're calling to verify benefits for your medical policy or just any policy you have with us?
[CUSTOMER][NEUTRAL] or
[CUSTOMER][NEUTRAL] Uh, medical.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I show your policy became effective [PII] of this year.
[AGENT][NEUTRAL] And that is active.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK, and with this policy, um, not a guarantee of payment, just a verification coverage, but you have benefits for inpatient confinement. So if you're confined in the hospital, you have a benefit that's a daily hospital that pays per day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] the hospital that pay.
[AGENT][NEUTRAL] That you're confined in hospital.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] Uh, you have an outpatient sickness benefit rider that covers ER, urgent care, physician's office, or clinic, uh, visits for sickness or an injury.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Physician's office or clinic.
[CUSTOMER][NEUTRAL] OK, is that, does it cover? I'm sorry to cut you off. I was trying to see for the, uh, urgent care in the clinics, does it, uh, include full panel, full body panels?
[AGENT][NEUTRAL] Um, you have a dino.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[AGENT][NEUTRAL] For wellness or is it for sick?
[CUSTOMER][POSITIVE] So well
[CUSTOMER][NEUTRAL] Wellness.
[AGENT][NEUTRAL] OK, you have a separate benefit for wellness. Uh, what it does, it pays $75 per visit and or wellness test up to $250 per calendar year.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK. And you have
[CUSTOMER][NEUTRAL] What else, what was the rest of it?
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] Oh, I'll try to get the rest of the benefits.
[AGENT][NEUTRAL] OK, uh, you also have a surgery anesthesia benefit. It pays, uh, based on the procedure code for the surgery and whatever is paid towards the surgeon, 25% of that payment is paid for anesthesia.
[AGENT][NEUTRAL] And I don't know if you set up on an online service center. We do have a site where you can pull up your policy and actually view your plan as well.
[CUSTOMER][NEUTRAL] Pull up your policy and I see your plan as well. And all that out.
[AGENT][NEUTRAL] It should be at [PII].
[CUSTOMER][NEUTRAL] Social security
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And on that site, uh, just select new user and then individual.
[AGENT][NEUTRAL] And they'll ask for your name, your social, zip code, email address, um, and, um, date of birth, and from there, you'll be able to set up a username and password, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Mr. [PII], is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know that's true.
[AGENT][POSITIVE] OK, uh thank you for calling APL. You have a great day.
[AGENT][NEUTRAL] Bye.