AccountId: 011433970860
ContactId: c083eac7-c9e2-4a5a-9d64-525e70fa044e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223320 ms
Total Talk Time (AGENT): 106870 ms
Total Talk Time (CUSTOMER): 48402 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/c083eac7-c9e2-4a5a-9d64-525e70fa044e_20250425T17:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. Um, I just wanted to know exactly what my, what kind of coverage I had.
[AGENT][NEUTRAL] OK. Do you have a, uh, policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is 02587765.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let me get that pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII], what was your last name and your date of birth?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Just need a few more pieces of information. Do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, uh [PII].
[AGENT][NEUTRAL] OK, thank you. And what is your address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And then lastly your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then you just want to check on the benefits of this policy?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, let me pull that up.
[AGENT][NEUTRAL] And this is not a guarantee of payment. It's a basic outline of your plan. Let's see.
[AGENT][NEUTRAL] So it's like, it's a hospital indemnity plan. It's a limited medical plan, um, and it has a range of different coverages. So, for example, um, hospital admission benefit, if you're admitted to the hospital, it would pay $1000 max of 1 day per year, um, hospital confinement, $100 per day, up to a maximum of 30 days per year.
[AGENT][NEUTRAL] Um, and then it just, like I said, it has several different benefits. Um, so ER would pay you $100 per day, max of $2 per year, urgent care would pay you $100 max of $4 per year.
[AGENT][NEUTRAL] Um, office visit, it'll pay 100 max of 4 days. Um, is there a specific benefit you want to check on or?
[CUSTOMER][NEUTRAL] Um, so I just wanted to get like basic labs done. I don't know if that's something that's covered.
[AGENT][POSITIVE] Um, let's see, so labs.
[AGENT][NEUTRAL] It doesn't look like there's any laboratory benefits. There is for medical imaging, um, but that would be like an MRI, CAT scan, PET scan. It pays $200 once once per year.
[AGENT][NEUTRAL] Um, I don't see any, uh, laboratory benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I guess it really doesn't cover much.
[AGENT][NEUTRAL] Yeah, it is a limited hospital indemnity plan, so it does have very limited benefits when it comes to medical services. Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] OK. Thank you for calling APL. Have a good day.
[AGENT][NEUTRAL] OK.