AccountId: 011433970860
ContactId: c3914cae-0ff5-465c-881c-63778dbcf9ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237500 ms
Total Talk Time (AGENT): 116128 ms
Total Talk Time (CUSTOMER): 101249 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/c3914cae-0ff5-465c-881c-63778dbcf9ad_20250402T15:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi. Um, I was recently enrolled uh to my work.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, and I choose to have the supplemental insurance.
[CUSTOMER][NEUTRAL] Which is, uh, you guys, American Public Life. And I would like to know how it works. I mean, for example, this is the case now. I, I have to get some X-rays done.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I have a co-payment.
[CUSTOMER][NEUTRAL] If I present both cards, you will cover what is, what is uh due, that the insurance, the, the first insurance doesn't cover?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes, um, typically with our secondary medical, that is how it works. Let me get your policy pulled up just to make sure. Um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] Uh-huh. OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 608-2667
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] All right, and then just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Alright, thank you so much for verifying that information. OK, so yes, this is our secondary medical policy. It is designed to help with co-pay, deductible and co-insurance after your major medical pays. So yes, like you said, whenever you go anywhere for any sort of medical treatment, I would present them with both cards.
[CUSTOMER][NEUTRAL] OK, OK, so in that case, in this particular case, of course, I'm gonna look for another option because where I, I made the appointment, I just realized that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The, the first thing, you know, the main insurance for the X-rays, they don't cover until I meet the deductible.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Ah,
[AGENT][NEUTRAL] Right, oh, I see. OK, well, and again this policy is um designed to help with that. So as long as I would say as long as wherever you go does accept that your major medical, um, let me pull this up really quick, let me take a look. So.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Your outpatient benefit, bear with me just a moment.
[AGENT][NEUTRAL] Oh my goodness, uh, give me just a moment, I'm sorry, um, but in short, it, it helps with all of that. So, uh, co-pay, deductible and co-insurance. So it will help with all of that. Let me see, combined.
[CUSTOMER][NEUTRAL] And it's up to $3000 right?
[AGENT][POSITIVE] That's correct, yes, sorry about that. Yes, $3000. Yes, so it will help with all of that, and that would go towards deductible as well.
[CUSTOMER][NEUTRAL] OK, no, it's OK.
[CUSTOMER][NEUTRAL] I just wanted to make sure.
[CUSTOMER][POSITIVE] OK. OK. OK, perfect. You got it. Thank you. Thank you so much.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Yes, did you have any other questions for me? I know it's a bit confusing.
[CUSTOMER][POSITIVE] Thank you for your help.
[CUSTOMER][POSITIVE] No, for now, no, thank you. You were really good help.
[AGENT][POSITIVE] Alright, yes, alright, thank you, of course, yeah, well, thank you for giving us a call up you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][POSITIVE] Wow