AccountId: 011433970860
ContactId: c7cc261d-ba25-4f62-8af2-58d8d2f65711
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289799 ms
Total Talk Time (AGENT): 145666 ms
Total Talk Time (CUSTOMER): 88407 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/c7cc261d-ba25-4f62-8af2-58d8d2f65711_20250626T15:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling um and I don't know if I clicked the right button or not um my husband um has your insurance plan, and um, but we're trying to figure out what does it actually cover.
[AGENT][NEUTRAL] OK, I can help you with the coverage. Um, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, my name is [PII], and it's [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the policy number?
[CUSTOMER][NEUTRAL] 02622300
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you hold on one second.
[AGENT][NEUTRAL] And is Mr. [PII] available just to give permission to speak and to verify?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, hold on just a second.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hey, will you tell her it's OK to give me your information about your insurance? It's OK to give her my information.
[AGENT][NEUTRAL] Thank you and Mr. [PII], I just need you to verify your date of birth, mailing and email address on file.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] or [PII].
[AGENT][POSITIVE] Thank you for that and um I can speak with Mrs. [PII] now. Thank you.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] You're very welcome. Um, so the, um, this is a hospital indemnity policy. So it covers like
[CUSTOMER][NEUTRAL] It's a what?
[AGENT][NEUTRAL] So it's called Hospital indemnity.
[AGENT][NEUTRAL] That's the policy like name.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So you have hospital admission benefits, um, it will cover up to $2000 per day that someone is admitted to the hospital or that he is admitted to the hospital one day per calendar year.
[AGENT][NEUTRAL] And hospital confinement, it would pay $50 per day that he's in the hospital after 18 consecutive hours.
[AGENT][NEUTRAL] Actually, let me double check that.
[AGENT][NEUTRAL] Because some of them are 24. Hold on one second.
[AGENT][NEUTRAL] OK, so confinement for this policy is 18 hours. Um, let me go back to the benefits. Sorry, I just want to confirm that, to make sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it has intensive care coverage if there's ever, um, if he's in the intensive care unit at any time, if rehabilitation is ever needed after a hospital stay, um, surgery in a hospital, um, outpatient hospital, a physician's office, he has coverage for, um, the emergency room, urgent care, physician's office, um, physical, speech or occupational therapy, um, diagnostic testing.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then there's also a prescription drug benefit of $50 per day, um, with a max of 15 days per calendar year towards prescription.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, um, that's what I was trying to figure out like I was like, I don't understand what this is, but now how much does it cover for the doctor visit?
[AGENT][NEUTRAL] Doctor visit is, let me see.
[CUSTOMER][NEUTRAL] Like how does that work?
[AGENT][NEUTRAL] $150 per day with a max of 4 days per calendar year. So when you go to the doctor, just give them our insurance card, um, they'll go ahead and bill us and the max that we would apply towards the visit is $150.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But that's um so like every.
[CUSTOMER][NEUTRAL] You say 4 per calendar year.
[AGENT][NEUTRAL] Mhm. 4 times a year.
[CUSTOMER][NEUTRAL] So that would be 4 times a year.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's what I was thinking. I was like, I don't know anything about this insurance like um.
[CUSTOMER][NEUTRAL] OK, that's what I was, um, basically what we were wondering.
[AGENT][NEUTRAL] Alright, well, was there anything else I can help you with today, Mrs. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye bye.