AccountId: 011433970860
ContactId: b424050b-403d-4806-ada2-4130637dfdbf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342899 ms
Total Talk Time (AGENT): 109817 ms
Total Talk Time (CUSTOMER): 173467 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/b424050b-403d-4806-ada2-4130637dfdbf_20250605T16:34_UTC.wav
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[AGENT][NEUTRAL] This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, hi, I was trying to log in online and I have a login and password, but for some reason it's not recognizing me, so I'm not really sure what happened with my account.
[AGENT][NEUTRAL] Can I have your name and the policy number?
[CUSTOMER][NEUTRAL] Um, my name is [PII].
[CUSTOMER][NEUTRAL] The policy number is 02166862.
[AGENT][NEUTRAL] Could you verify your mailing address and your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what you ask for the other thing was I'm sorry.
[AGENT][NEUTRAL] Your date of birth?
[CUSTOMER][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] And what's a good call back number for you just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], do you still happen to know the email address that's affiliated with this policy here at American Public Life?
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] No ma'am, it's the policy it it may be an email that the policy holder provided us with.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, is it [PII]?
[AGENT][NEUTRAL] Um, what, is there another one that he would have had?
[CUSTOMER][NEUTRAL] Or [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Or [PII] that, yeah, OK, like.
[CUSTOMER][NEUTRAL] Is that supposed to be the log in because I'd set it up for me to be able to log in and I was able to do it one or two times.
[AGENT][NEUTRAL] So, we, um,
[AGENT][NEUTRAL] There have been updates to our website, so there's a new website. So could you go to [PII]?
[CUSTOMER][NEUTRAL] Yeah I'm on there now and it says log in.
[AGENT][NEUTRAL] Mhm, but you're gonna have to create an account, yeah, create an account.
[CUSTOMER][NEUTRAL] Or create your.
[CUSTOMER][NEUTRAL] So I have to create a new account.
[AGENT][NEUTRAL] Yes, because that's the old website it's a new one, it's been updated.
[CUSTOMER][NEUTRAL] Got it. OK, so then I would be the insured, yeah, because I had to do this on the phone because it was through my husband.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Members.
[CUSTOMER][NEUTRAL] Please provide so it would be the [PII] would be the email.
[CUSTOMER][NEUTRAL] That would need to go in right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] A [PII].
[AGENT][NEUTRAL] And they're gonna send they're gonna send confirmation to that email so you're probably gonna need access to it.
[CUSTOMER][NEUTRAL] Yeah, he's gonna um
[CUSTOMER][POSITIVE] He's gonna, I'm gonna text him right now and he'll send me.
[CUSTOMER][NEUTRAL] Uh, hi, high keypad. He'll send me the uh email information.
[CUSTOMER][NEUTRAL] I mean.
[CUSTOMER][NEUTRAL] Verification is necessary so then send.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] [PII] send verification code right.
[CUSTOMER][NEUTRAL] So then once I get the verification code and and verify that I can create a new password.
[CUSTOMER][NEUTRAL] And I should be OK, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate your help.
[AGENT][NEUTRAL] You're welcome, [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Um, can you quickly review what, what we have covered? What I was, I have this one that says summary of benefits and I wasn't quite sure I understood.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So we have a maximum of $3000 per covered person per calendar year for that if you're admitted to the hospital or is that emergency room visits or.
[AGENT][NEUTRAL] So you have
[AGENT][NEUTRAL] So your policy has inpatient benefits which is 18 hours or more in a facility, it's $3000 per calendar year and then for outpatient anything under 18 hours is $500 per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This is not a guaranteed benefits, just a disclaimer of the policy coverage. And under your outpatient benefits, they consist of diagnostic testing, physical therapy, treatment received in the doctor's office. You have a lab writer, cancer treatment writer.
[AGENT][NEUTRAL] Um, DME coverage like doable medical coverage falls all under your outpatient benefits of the $500 per calendar day, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage. However, your policy does not cover office visits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I did know it did not cover office visits, so it covers diagnostic testing like MRIs and labs and stuff like that. OK. All right.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] OK perfect all right thank you so much for your help I appreciate it.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL and you have a great day.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks. Goodbye.