AccountId: 011433970860
ContactId: c67626d4-5c74-418f-bcc0-57ae2a7fea25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277380 ms
Total Talk Time (AGENT): 93297 ms
Total Talk Time (CUSTOMER): 133492 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/c67626d4-5c74-418f-bcc0-57ae2a7fea25_20250113T17:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, can, uh, you pull up, uh, my policy number, please?
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] just signed callback number is [PII].
[AGENT][NEUTRAL] Now, do you have your policy number or you're needing me to pull it up via your name or social?
[CUSTOMER][NEUTRAL] No, I have the policy number. I just want to know if I still like this is a new year, right? So I just wondering if I, uh, I get a new because last last year I think I ran out, uh, I'm, I filled the max and then, uh, for this year I just wondering if I get uh like what uh whatever the new, uh, what about the new coverage again.
[AGENT][NEUTRAL] OK, may I have your policy number please?
[CUSTOMER][NEUTRAL] 025485554
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And could you verify your date of birth and then the mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the email address is [PII].
[AGENT][NEUTRAL] OK, we don't have the [PII].
[CUSTOMER][NEUTRAL] Oh, maybe [PII]?
[AGENT][NEUTRAL] OK, we do have the [PII]. Are you needing that to be updated to the [PII]?
[CUSTOMER][NEUTRAL] No, no, no, no, no, because I have so many emails.
[AGENT][NEUTRAL] OK. And may I have your physical mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And you were needing the outpatient or the inpatient benefits?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Uh, inpatient benefit.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now, the inpatient is for you to be in, in the hospital. You will be staying in the hospital. Is that the one?
[CUSTOMER][POSITIVE] Correct. Correct, correct, correct.
[CUSTOMER][NEUTRAL] Because I have, uh, planning to have a kidney removal, and I want to know if, uh, how much the, the APL will be covered, you know, like.
[CUSTOMER][NEUTRAL] Um, is that
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I mean, is this a new year I get because last year I believe I already um get.
[CUSTOMER][NEUTRAL] Get to a maximum, you know, like I, I think 1500.
[CUSTOMER][POSITIVE] So I want to know this new year, uh, I, I, I can use it again.
[AGENT][NEUTRAL] Yes, so for this policy it is a per calendar year policy, so 11 of whatever year the new benefit will begin. So for your policy, verification of coverage does not guarantee the payment of the claim for inpatient you do have up to $1500 per calendar year.
[CUSTOMER][NEUTRAL] OK, and then, uh, that one inpatient, right?
[AGENT][NEUTRAL] That is for inpatient, yes.
[CUSTOMER][NEUTRAL] Uh, how about outpatient? I mean, like, uh, the doctor office or whatever the outpatient things.
[AGENT][NEUTRAL] For your outpatient, you also have up to the $1500 per calendar year. And let me see if you have any office visits or any other procedures.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Now for the office it is showing that you do not have any office benefit writers.
[CUSTOMER][NEUTRAL] Oh, so, so the 1500 is for what?
[CUSTOMER][NEUTRAL] I mean like if I get injection in I get injection in uh.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh, uh, doctor's office, is that, it's not cover.
[AGENT][NEUTRAL] Correct, so for anything rendered within an office setting, you do not have no coverage.
[CUSTOMER][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] So, but for, uh, in a hospital setting, it's cover.
[AGENT][NEUTRAL] For inpatient and outpatient, yes, you do have benefits up to the 1500.
[CUSTOMER][POSITIVE] OK, alright, I just want to know that. Thank you so much.
[AGENT][POSITIVE] You're welcome, thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.