AccountId: 011433970860
ContactId: c8151e92-31ca-4b1f-b846-c104e78b807c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 396820 ms
Total Talk Time (AGENT): 128489 ms
Total Talk Time (CUSTOMER): 200811 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/c8151e92-31ca-4b1f-b846-c104e78b807c_20250303T19:29_UTC.wav
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[AGENT][POSITIVE] Thank you for calling
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] This is [PII] with APFU.
[CUSTOMER][NEUTRAL] Hi, hello?
[AGENT][NEUTRAL] Hello, this is [PII] with APL. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, so I was actually um told to give you guys a call from my uh my manager, um, currently I'm working at um.
[CUSTOMER][NEUTRAL] At a job that um
[CUSTOMER][NEUTRAL] So on on Friday she told me to just explain my situation to you guys and see how you guys can help me um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Friday, uh, one of my co-workers came in to work with the flu and he had got me sick. Well, he, he has his own insurance through his parents and he was able to be seen and treated, uh, that, that same day they let him go. Um, and so he was able to actually bring an excuse to uh exempt him from uh a penalty they give you for whenever you miss out work due to like an illness or something.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, that like the next day I get sick, um, I'm not able to go to a doctor like he was, uh, I have APL through you guys, but the urgent care that I went to said that you guys would only pay about $70 and then I would receive a bill in the mail for about $400 to $500.
[CUSTOMER][NEUTRAL] And so I asked them if this like the APL insurance card that I have, if it works, uh, any other urgent cares and they said they wouldn't tell me, uh, or not wouldn't but couldn't. And so, uh, at that point it was already getting close to the time where I had to come into work today, um, and so I show up today.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And my job here, they have a nurse. The nurse, uh, looks at me. She's not able to exempt me from anything, but she's able to determine whether or not I'm good to actually work. And sure enough, she, I still have a fever. Um, you know, I still have uh like soft stool, and so she went ahead and sent me home again today. Um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh I only have one more time to be sent home due to this without it being exempted before I lose my job. And so that's why my manager told me to call this number, explain to you guys my situation and see how you guys can help me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Uh, first, can I get your name and your policy number, and I'll check your policy to see how you can be helped.
[CUSTOMER][NEUTRAL] Would that be on my, on my card?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, so my name is [PII], spelled [PII]
[CUSTOMER][NEUTRAL] And then the policy number is 025.
[CUSTOMER][NEUTRAL] 965.
[CUSTOMER][NEUTRAL] 75.
[AGENT][NEUTRAL] OK, thank you, let me look up your policy.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's uh [PII].
[AGENT][NEUTRAL] OK thank you and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, it's under [PII].
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And then what was that last one you asked for?
[AGENT][NEUTRAL] Your, your phone number, sir?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then if our call gets disconnected, [PII], is this a good number to call you back on?
[CUSTOMER][NEUTRAL] Yes ma'am, this is my number.
[AGENT][POSITIVE] OK, thank you so much. I appreciate you giving me that information.
[AGENT][NEUTRAL] Alright, let me look real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so what I'm going to do is I'm going to transfer you on over to um.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] benefits and a card so that they can help you as as far as being able to find another provider that you can go to for your hospital indemnity plan that you have with us. We personally cannot do uh anything medical for you because we are only the insurance company and we don't have a medical staff, but I can transfer you on over to um.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] To multi plan so that they can help you as far as getting another um provider for you to go to the doctor so that you can feed them and they can give you your doctor's excuse if they, you know, if they choose to do that so it's gonna be a brief hold. I'm I'm gonna transfer you on over so that you can find another provider in your area, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much. um, now would I have to have any sort of.
[AGENT][POSITIVE] All right. You're very welcome.
[CUSTOMER][NEUTRAL] Like, um, I guess it's depending on what they tell me, but would I have to have any sort of like financial, like what I have to pay today to be seen?
[AGENT][NEUTRAL] That I cannot give that um information I don't know it's all based on the provider and who you go see.
[AGENT][NEUTRAL] And they would have to determine that.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, it's gonna be a brief hold while I transfer you on over, [PII], and I hope you get to feeling better.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome bye bye sir. Thanks for calling ATL.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Questions about your privacy choices, please view our privacy policy on our website at [PII].