AccountId: 011433970860
ContactId: b647336b-afeb-4a9a-807b-310c57268262
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349119 ms
Total Talk Time (AGENT): 135537 ms
Total Talk Time (CUSTOMER): 189826 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/b647336b-afeb-4a9a-807b-310c57268262_20250623T17:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was, I just got my new insurance card anyway, for some reason like I cannot log in.
[CUSTOMER][NEUTRAL] To my account, I've tried several times, so I guess I'm gonna have to redo it. But anyway, can you just, can I give you my information and you just tell me if, what kind of medical coverage I have or prescription coverage. That's all I need to know today.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Let me get over. It is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] 2351654.
[AGENT][NEUTRAL] OK. Could I get your first and last name and your date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your address and your email address?
[CUSTOMER][NEUTRAL] It is [PII]. See, that's the problem. I have two emails. One is pleasantly blue, OK? And the other one is [PII]. When I check my saved passwords,
[CUSTOMER][POSITIVE] Uh, the one for my medical for the American public, it was saved in my pleasantly blue 67 Gmail.
[CUSTOMER][NEUTRAL] So I tried both of my emails and then I got verification codes, so it couldn't verify my email.
[AGENT][NEUTRAL] OK, uh,
[CUSTOMER][NEGATIVE] That's my problem.
[AGENT][NEUTRAL] I've got [PII].
[CUSTOMER][NEUTRAL] OK, yes, because that's the one I use for work.
[CUSTOMER][NEUTRAL] And I, I did have my account set up.
[CUSTOMER][NEUTRAL] I have my like name [PII]. I've got my password. It was saved on my phone, but for some reason, it wouldn't let me log in. So I just needed to know basic information and then I can handle that tonight cause I'm off work.
[AGENT][NEUTRAL] OK, um, so if you set it up originally with your, your name as a user name you're gonna have to reset it up and create your account over again from scratch so we've recently, yeah, we're.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, I got you.
[AGENT][NEUTRAL] So you'll need to use that email that [PII]. That's yeah, so it won't work with your old information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, so just
[CUSTOMER][NEUTRAL] OK, so just redo everything. I will.
[AGENT][NEUTRAL] Yeah, yeah, so, um, but in the meantime.
[CUSTOMER][POSITIVE] Um, I will definitely do that.
[AGENT][NEUTRAL] Do you want me to send you a copy of your ID card?
[AGENT][NEUTRAL] Or do you have?
[CUSTOMER][POSITIVE] No, I got my new ID cards, yeah, sure do.
[AGENT][NEUTRAL] OK, OK, so this policy, um, it's not a guarantee of payment, it's a basic outline of your policy for your policy, it looks like, um, it's, it's this is a very supplemental, um, limited hospital indemnity policy. It's got um limited benefits.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, for, for example, if you're admitted to the hospital, it pays $1000.01 day per calendar year, confined to the hospital, it pays $100 per day, up to 30 days.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Um, if you have surgery in a hospital or um outpatient facility or freestanding surgery center, um, it pays $500 once per year.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, sure.
[CUSTOMER][NEUTRAL] So it doesn't cover like prescriptions.
[AGENT][NEUTRAL] Um, let me see, on your card. I don't know if it does. Let me double check real quick.
[CUSTOMER][NEGATIVE] See, my husband drove me crazy in January by cheating on me and it was our enrollment time. So like, I missed my enrollment. So now, that's how I ended up with bad insurance. So I didn't know if it, uh,
[CUSTOMER][NEUTRAL] even covered anything.
[AGENT][NEUTRAL] So for your prescription it is through Lucy RX um and there's a number on there for that, um, their customer service [PII]. I don't have I don't have access to that information, but yes, there is some prescription coverage.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Through Lucy RX.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do I have like any coverage like when I go to the doctor?
[AGENT][NEUTRAL] Um, so for that, let me see if there was a physician office visit.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] The only thing that it'll cover in the doctor's office is surgery, and it pays a max of 125.
[CUSTOMER][NEUTRAL] OK. OK. So basically, I, yeah, I get you. But you know what, at least I got rid of my crazy husband.
[CUSTOMER][NEUTRAL] So, that, that at least that's better. Well, thank you. I know, I, yeah, I'm fine though.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, Miss.
[CUSTOMER][POSITIVE] I would just pay more attention next time but thank you for taking the time to go over it with me. Thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, bye bye.