AccountId: 011433970860
ContactId: c9bdce2e-5112-4da7-9ffe-738dfb174e2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 703659 ms
Total Talk Time (AGENT): 129788 ms
Total Talk Time (CUSTOMER): 247663 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/c9bdce2e-5112-4da7-9ffe-738dfb174e2a_20250502T20:11_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. Good afternoon. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm OK, thank you. Um, I've never had a supplemental insurance before, so I have a couple of questions on how it works.
[AGENT][NEUTRAL] OK, I can help you with that. Um, can I get your name and your policy number, please?
[CUSTOMER][NEUTRAL] Do you need
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and my policy number is 02608797.
[AGENT][POSITIVE] OK, thank you. And can I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah let me have the screen here. Hold on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, the first question that I have is because right now I am going through the process of changing my benefits, right? in my employer portal because uh I had um.
[CUSTOMER][NEUTRAL] You know, a life change.
[CUSTOMER][NEUTRAL] And I am considering um
[CUSTOMER][NEUTRAL] Expanding the plan to include my son.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] In order for you, for, in order for us to be covered, do we both have to be in the same healthcare plan? Or can he have his healthcare plan and I can have a separate healthcare plan that we're both in the APL plan?
[AGENT][NEUTRAL] Yes my
[AGENT][NEUTRAL] No, ma'am, they, but you both would have to be on the same plan.
[CUSTOMER][NEUTRAL] OK. See, because if I add him to my healthcare plan through my employer.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I have to pay like $700 a month for his premium.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Yes, ma'am, that's a lot.
[CUSTOMER][NEUTRAL] Yeah, but if I, if I go, yeah, if I select one of the silver plans that are just for him through the marketplace because he's no longer eligible for Medicaid, um.
[CUSTOMER][NEUTRAL] It's only $330.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, so I wanted to get him a silver plan through the marketplace for him and keep my plan that is covered for.
[CUSTOMER][NEUTRAL] For through my employer for myself, and then expand the um the APL, the supplemental insurance to cover both of us.
[AGENT][NEUTRAL] Right, well, the, the gap plan that you have with us, it works only with that major medical that you have, uh, through your employer, so he would have to be on that. Um, it is designed to work with specifically with your major medical plan that you have with your employer, so it, it, he would have to be on, on that plan with your employer.
[CUSTOMER][NEUTRAL] Say that again.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Mm, that's no good.
[CUSTOMER][NEGATIVE] That's not good.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Oh, that sucks.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, and while I have you on the phone, can I verify your address and your email address for me?
[CUSTOMER][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] What do you need from me?
[AGENT][NEUTRAL] Uh, your address and your email.
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. And I think the email you have for me is [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Or it's my work email that is [PII].
[AGENT][NEUTRAL] It's your work email.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Did you want us to change that to your personal email or you wanna keep it as your work email?
[CUSTOMER][NEUTRAL] Um, yeah, change it to my personal email, please.
[AGENT][NEUTRAL] OK. And you said it was [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] What was the
[CUSTOMER][NEUTRAL] Oh no, it's um it's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I have that changed for you. And is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, so for me, so then, OK, so um let's talk about the plan for me then.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, I'm reading here in the pamphlet. I have the MetLink 9 gap insurance. Um, it says,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's designed to work with major medical plans to help fill the gaps left by deductibles, co-insurance, and co-pays.
[CUSTOMER][NEUTRAL] So, if every time I have to go see a specialist,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] With the, under this major medical plan, I have to pay $70. Does the APL cover those $70?
[AGENT][POSITIVE] OK, I would need to get you with somebody in our benefits department that could help you specifically with the benefits um I'll be happy to transfer you. Is there anything else I can help you with in customer service before I transfer you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I think not. Thank you.
[AGENT][POSITIVE] Alright, well thank you for calling APL. You have a wonderful weekend and I'll I'll connect you with benefits.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] Mm, thank you.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] I'm doing good, [PII] how are you doing?
[AGENT][NEUTRAL] I'm good um I have an insured on the phone that is calling to see how um.
[AGENT][NEUTRAL] Her benefits work.
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Yep, I was having a whole conversation with myself. I'm sorry, um.
[CUSTOMER][POSITIVE] I was on mute. I can definitely help her with the benefits. May I have the contact number and the policy number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Uh, the policy number is 26087997.
[AGENT][NEUTRAL] Her callback number is [PII]. Her name is uh [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] And she wants to know how her benefits are. OK, I'm ready.
[AGENT][POSITIVE] All right, thank you, here she is.
[CUSTOMER][NEUTRAL] Oh wait, hold on.
[CUSTOMER][NEUTRAL] OK, you
[CUSTOMER][NEUTRAL] OK, I got it.
[CUSTOMER][NEUTRAL] I had too many zeros, thank you, sorry.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That's OK, thank you, and here she is.
[CUSTOMER][NEUTRAL] Alright, OK.
[CUSTOMER][NEUTRAL] Hello?