AccountId: 011433970860
ContactId: b5374c51-a7e2-4eb4-b879-ebe5afd29552
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 611890 ms
Total Talk Time (AGENT): 267969 ms
Total Talk Time (CUSTOMER): 228623 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/b5374c51-a7e2-4eb4-b879-ebe5afd29552_20250314T18:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, how you doing, uh, [PII]? I'm calling, uh, I have a question about my my deductible for, um, for like, um, hospital, uh.
[CUSTOMER][NEUTRAL] Uh, appointments, like doctor's appointments.
[AGENT][NEUTRAL] OK, I can help you with your benefits, sir. Can you please give me your name and your policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Uh, let me grab the card real quick.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Policy 02596527.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] My, uh, you said date of birth?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, you said my address?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And
[CUSTOMER][NEUTRAL] Email [PII].
[AGENT][NEUTRAL] Mhm. Go ahead.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what else you asking me?
[AGENT][NEUTRAL] Your phone number.
[CUSTOMER][NEUTRAL] Oh OK, [PII].
[AGENT][NEUTRAL] Thank you sir and if our call gets disconnected is that a good number to call you back on?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you, [PII], I appreciate it. All right, so looking at your policy, and this is just to verify your benefits, it's not a guarantee of payment. You have a hospital indemnity plan?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Which is a limited um plan.
[AGENT][NEUTRAL] That helps if you go into the hospital.
[AGENT][NEUTRAL] So I do not see that you have a deductible for your policy. You get a daily hospital benefit of $50 if you have to go into the hospital for accident or sickness, um.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] It.
[AGENT][POSITIVE] And then the first time you go in the hospital, it helps.
[AGENT][NEUTRAL] By paying $500.
[AGENT][NEUTRAL] Once a year.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And then you also, if you need to go to the doctor, you have an outpatient sickness benefit of $75 and you get 4 visits per calendar year.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 4 visits per calendar year. So it, it, it, it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I would have to pay $75 when I make these visits or?
[AGENT][NEUTRAL] No, it pays $75 for you.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and children too, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, that's and then they get 4 of it for.
[CUSTOMER][NEUTRAL] Um, a doctor's appointment.
[AGENT][NEUTRAL] For
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, uh, I got another question, um.
[CUSTOMER][NEUTRAL] Oh man, I should, uh, well, I can't, I can't change my policy.
[CUSTOMER][NEUTRAL] Until and open enrollment again, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so that won't be until next November.
[CUSTOMER][NEUTRAL] For this November, I don't know how it goes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah it goes annually and when you're um human resources or your employer has time for you guys to do your open enrollment that's when you go and get your benefits changed if you need to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, OK, OK, I need to talk to HR then about that, uh, my HR, OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so, so I don't have a deductible. So is that a good or a bad thing?
[AGENT][NEUTRAL] No, I do.
[AGENT][NEUTRAL] Well, deductible means you have to pay up front before the benefits kick in.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, yeah.
[AGENT][POSITIVE] So I would think that's a good thing.
[CUSTOMER][POSITIVE] That's a good thing, OK.
[CUSTOMER][NEUTRAL] I don't have deductible for medical. What about uh vision or do you need the policy number for that too?
[AGENT][NEUTRAL] We don't carry your vision insurance.
[CUSTOMER][NEUTRAL] Can you look at
[CUSTOMER][NEUTRAL] OK, you just carry the medical and the dental, right?
[CUSTOMER][NEUTRAL] I, I think I got my dental.
[AGENT][NEUTRAL] Uh, let me look and see.
[CUSTOMER][NEUTRAL] I, I, I think I got my dental cards through you guys APL.
[AGENT][NEUTRAL] Right, right. You do. You have dental, uh, life insurance, accident, and your medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What is the uh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Do I, do I get cards for those too, the life insurance?
[CUSTOMER][NEUTRAL] Or no, that's all it needs what I got.
[AGENT][NEUTRAL] No we don't right it's all gonna be included received.
[AGENT][NEUTRAL] Um, we don't give cards for life insurance.
[CUSTOMER][NEUTRAL] OK, and you said accident. What, what kind of accident? Oh, what, what accident, uh, did I, yeah, what, can you explain that to me?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, sir. Um, let me pull it up real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm just trying to understand what I got, that's all.
[AGENT][NEUTRAL] Right I understand let me um I'm gonna have to pull up your policy so it's gonna be a moment while the computer loads it.
[AGENT][NEUTRAL] So I can read you your benefits for accident.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Can
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] OK, so in the event of an accident, you have outpatient treatment for
[AGENT][NEUTRAL] Hospital emergency room, physician's office, or emergency dental.
[AGENT][NEUTRAL] You have inpatient benefits for if you get put in the hospital daily hospital confinement or intensive care.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, accidental death and dismemberment, um, death benefit.
[AGENT][NEUTRAL] You have, um, if you have an arm or a leg that is uh dismembered.
[AGENT][POSITIVE] Feet or eyes, you have benefits for that. Uh, for fingers and toes, you have benefits.
[AGENT][NEUTRAL] Um, you have ambulance benefit and air benefits if you have to go by helicopter. You have, um, medical imaging, that's like X-rays and things like that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And that's what you have on this, this policy. So if there was an accident.
[AGENT][NEUTRAL] Then you would be able to use this policy for those things.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good. I'm glad I did get that deal.
[CUSTOMER][POSITIVE] Excellent
[AGENT][POSITIVE] Yeah, it's a good, it's a good policy. It pays good too.
[CUSTOMER][NEUTRAL] So, um, let me, let me go to, I got, I got.
[CUSTOMER][NEUTRAL] Through you guys I have medical, dental.
[CUSTOMER][NEUTRAL] Life insurance and accident or accidental.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And yeah, OK, and cover it.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK, how does the how does the life insurance work?
[AGENT][NEUTRAL] The life insurance works is if you pass away, you're no longer with us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, yeah.
[AGENT][NEUTRAL] Then it pays out to your beneficiaries that you chose.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] And let's see what it pays.
[CUSTOMER][POSITIVE] Yeah, I'm interested to know what what is my.
[AGENT][NEUTRAL] $20,000.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] OK, 20,000, OK.
[CUSTOMER][NEGATIVE] That ain't nothing. I wanna get cremated anyway. Take me.
[CUSTOMER][NEUTRAL] Daddy gonna be everywhere y'all at. Well, OK, OK.
[AGENT][NEUTRAL] Mm, right.
[CUSTOMER][NEUTRAL] Yeah, yeah, that's what I tell my daughter, you're gonna take me everywhere. Don't put me in no dang on ground. I don't wanna get tossed in the water. You're gonna take me with you everywhere.
[AGENT][NEUTRAL] Everywhere you go.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] Is there any anything else that I can help you with?
[CUSTOMER][NEUTRAL] Yeah, yeah, that's, that's
[CUSTOMER][POSITIVE] No, no, ma'am, that's it and thank you very much. I appreciate it.
[AGENT][POSITIVE] You're so welcome [PII] you're very welcome if you um decide you need further help, always feel free to pick up the phone and call us OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, OK.
[AGENT][POSITIVE] Alright you take care and have a wonderful weekend thanks for calling on AP.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Bye-bye, sir.
[CUSTOMER][NEUTRAL] Bye.