AccountId: 011433970860
ContactId: c2f873e9-655e-4beb-bc61-71c1193e5a1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224160 ms
Total Talk Time (AGENT): 123015 ms
Total Talk Time (CUSTOMER): 65239 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/c2f873e9-655e-4beb-bc61-71c1193e5a1d_20250106T19:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling about, uh, I got this in the mail in my coverage APL coverage.
[CUSTOMER][NEUTRAL] Uh, I wanted to see if it was.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If it is uh is effective [PII].
[CUSTOMER][NEUTRAL] Give me your policy number?
[AGENT][NEUTRAL] OK, I can
[AGENT][NEUTRAL] Yes, I can help you with the effective date. First, let me get your name and your callback number just in case our call is disconnected.
[CUSTOMER][NEUTRAL] OK, my name is [PII]
[CUSTOMER][NEUTRAL] And my number is 337.
[CUSTOMER][NEUTRAL] 2076985
[AGENT][NEUTRAL] OK, [PII], what is that policy number?
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 75874
[AGENT][NEUTRAL] OK, let me look that up real quick for you, sir.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And you're just needing to know what is the effective date, is that correct?
[CUSTOMER][POSITIVE] Yes ma'am, I, it had my group number also if you need it.
[AGENT][NEUTRAL] OK, I've got you pulled up right here. Your your effective date on this policy is [PII].
[CUSTOMER][NEUTRAL] I'm just trying
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. What, what does it entail? What, what is it, is, is it like a secondary insurance?
[AGENT][NEUTRAL] It's a um limited hospital indemnity plan. It helps if you go into the hospital, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] Helps you with cost for that. uh, it's uh.
[AGENT][NEUTRAL] Does have some benefits on it and then this is just to verify your coverage. It's not a guarantee of payment. You have, uh, if you go in the hospital, you have a hospital admission benefit amount of $1000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And you've got a maximum, let's see.
[AGENT][NEUTRAL] OK, $1000 and then you also have health screening benefit if you need a health screen that pays $50. You have, um, if you're in the hospital, it pays $150 per day that you're confined. um, it, you have intensive care benefits like if you ever need intensive care you have benefits for that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Um, if you have to go to rehab, you have benefits for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So it's, it's just a good plan that has um several different types of benefits on one policy for you.
[CUSTOMER][NEUTRAL] OK, OK. I was just wondering, I didn't know where, uh, I guess it comes from uh when I applied for my Blue Cross kind of uh extra.
[AGENT][NEUTRAL] Uh, you got it through your employer?
[AGENT][NEUTRAL] Um, Bengal Transportation Services, that's who the policy is through.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I was just wondering that's all you answered all my questions. Thank you.
[AGENT][POSITIVE] Well, you're so welcome, [PII]. I hope you have a great day and we appreciate you calling APL.
[CUSTOMER][POSITIVE] Yes ma'am thank you so much.
[AGENT][POSITIVE] You're very welcome, sir. Thanks for calling APL you have a blessed one.
[CUSTOMER][NEUTRAL] Mhm. Yes sir.