AccountId: 011433970860
ContactId: c487dfe4-96b7-4e3b-a4e5-50df58497d83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255770 ms
Total Talk Time (AGENT): 96673 ms
Total Talk Time (CUSTOMER): 86876 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/c487dfe4-96b7-4e3b-a4e5-50df58497d83_20250127T21:46_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Uh, I was transferred over to you guys from my, uh, I, I guess it would be the.
[CUSTOMER][NEUTRAL] Carrier, uh, I got, I've got work or I've got insurance for through work for you guys and I needed to get some information because the, the coverage that I have currently.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Doesn't cover the stuff that I need.
[CUSTOMER][NEGATIVE] Like I, I, I have um aftercare for a brain tumor to take care of and you guys don't cover the.
[CUSTOMER][NEUTRAL] The MRI's or the lab work that I need.
[AGENT][NEUTRAL] I can check and see what type of product you have um.
[AGENT][NEUTRAL] Mr. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, hold that thought. Let me see if I can find it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's a patient.
[CUSTOMER][NEUTRAL] 02446672.
[AGENT][NEUTRAL] OK, thank you. One moment, let me hold that.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] All right. And for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] [PII] email address is [PII]. Physical address is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and you get this through email.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII], the only policy that we have that we offer MAU is a limited hospital indemnity plan.
[AGENT][NEUTRAL] It is a limited policy.
[AGENT][NEGATIVE] It it doesn't work the same as a major medical.
[CUSTOMER][NEGATIVE] And that's the problem. I, I actually have to have this stuff covered.
[CUSTOMER][POSITIVE] Like it is, it is absolutely medical medically necessary that I have it covered so.
[AGENT][NEUTRAL] Yeah, not sure if they offer any other policies besides our policy. Um, you probably need to talk to them and see if they have anything else that maybe you can utilize, but yeah, the, the only policy we have with that group is the hospital indemnity plan which is the limited policy.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] They, they said that you guys were offering like a secondary.
[CUSTOMER][NEUTRAL] Uh, type of insurance, but if that's the policy you guys have, then that's the only policy you have. Alright, much appreciated.
[AGENT][NEUTRAL] For that group.
[AGENT][NEUTRAL] Yeah, for that group that's all we have um we don't, we have many, many products, but we work with different groups, uh, and based on your employer and your group, the only one that they have and that they approved was the hospital indemnity plan so and we don't offer our products to individuals it's all through work.
[CUSTOMER][NEUTRAL] Yeah, I kind of assumed that.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, I'm sorry. Yeah, we don't have any other anything else showing up that we offer through that group.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Oh, I appreciate your time. Thank you very much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] Uh, no, ma'am, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you.