AccountId: 011433970860
ContactId: cd9772f6-0356-476b-87d5-6f6e26a2b4d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 823179 ms
Total Talk Time (AGENT): 225436 ms
Total Talk Time (CUSTOMER): 278658 ms
Interruptions: 8
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/cd9772f6-0356-476b-87d5-6f6e26a2b4d8_20250127T13:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. Thank you for taking my call. I'm calling because I have not received a new IPA call for this year. I don't know if you already mailed it.
[AGENT][NEUTRAL] OK, I'm sorry, what have you not received?
[CUSTOMER][NEUTRAL] The ID card.
[AGENT][NEUTRAL] Did you change to a different policy?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] And what's your policy number, [PII]?
[CUSTOMER][NEUTRAL] Uh, I got the group number is 15493.
[AGENT][NEUTRAL] What is the policy cert number on the card? It begins with a 0.
[CUSTOMER][NEUTRAL] Uh, I got here for the 024.
[CUSTOMER][NEUTRAL] 656
[CUSTOMER][NEUTRAL] 30
[CUSTOMER][NEUTRAL] NL 7.
[AGENT][POSITIVE] Thank you. What's a good phone number in case we're just OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And [PII] verify your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, can you repeat the email address again?
[CUSTOMER][NEUTRAL] Sure, [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so now if you've not switched policy since your uh previous effective date of [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I do show that you have a um updated policy. It's a different policy number. Let me give you that number and I can email this card to you. Let me know when you're ready.
[CUSTOMER][POSITIVE] I appreciate it.
[CUSTOMER][NEUTRAL] Uh, hold on.
[CUSTOMER][NEGATIVE] And why did the policy change? I didn't make any changes.
[AGENT][NEUTRAL] It only usually changes if your group selects another policy than what you had previously.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK. Are the benefits are the same?
[CUSTOMER][NEUTRAL] Are the benefits the same?
[AGENT][NEUTRAL] I'm checking one moment.
[CUSTOMER][POSITIVE] OK, thank you, and I'm ready whenever you are.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] But I
[CUSTOMER][NEUTRAL] I don't.
[CUSTOMER][NEUTRAL] M.
[CUSTOMER][NEUTRAL] my
[AGENT][NEUTRAL] I'm still looking.
[CUSTOMER][POSITIVE] Sure, take your time.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so under the current policy number that I gave you, the 2505771.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] 25.
[AGENT][NEUTRAL] 05.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 771.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The maximum outpatient benefit is up to $2500 per calendar year.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And the maximum inpatient benefit is up to $7900.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hold on, uh, hold on, 7900.
[AGENT][NEUTRAL] Her calendar
[AGENT][NEUTRAL] Uh-huh, per calendar year.
[CUSTOMER][NEUTRAL] And the 2500 is for outpatient.
[AGENT][NEUTRAL] Outpatient services, yes.
[CUSTOMER][NEUTRAL] For visit, right?
[AGENT][NEUTRAL] No, per calendar year, that's per calendar year up to 2500 per calendar year.
[CUSTOMER][NEUTRAL] But that will not include any tests or anything, right? Just that progresses.
[AGENT][NEUTRAL] It's not doctor's visits. It's any outpatient. Outpatient is in a hospital, an emergency room, an urgent care facility, um.
[CUSTOMER][NEUTRAL] And that would be.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And give me one second. Let me see what the office visit benefit is under this policy.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you will be mailing me uh a card as well, right?
[AGENT][NEUTRAL] I just emailed one to you, to the email address you just gave me.
[CUSTOMER][NEUTRAL] Why? Are you gonna be mailing one to me as well?
[AGENT][NEUTRAL] You should receive one in the mail as well, and you can also download it from our online service center.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The office visit benefit, if you go to like your primary care doctor, uh, the benefit is up to $25 per visit.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A maximum of 4 visits per covered person.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Her calendar year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then for specialist office visits, it's up to $50 per visit, maximum of 4 visits per covered person per calendar year, and I see you're the only one on this policy.
[CUSTOMER][NEUTRAL] Yes, 544 here.
[AGENT][NEUTRAL] 50 per visit. Mhm.
[CUSTOMER][NEUTRAL] And again that policy number was 2505771.
[AGENT][NEUTRAL] Correct, and you'll see that number on the card that was emailed to you.
[CUSTOMER][NEUTRAL] On the car as well, let me see if I got it and
[CUSTOMER][NEUTRAL] OK, I just wanted to see because uh I didn't know that my policy changed. I didn't.
[CUSTOMER][NEUTRAL] The email will come from there, so I don't see it here.
[AGENT][NEUTRAL] Yeah, so that would be a question for your help, your employer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If, if it, if
[CUSTOMER][NEUTRAL] Yeah, as long as the benefits didn't change, that's fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that email that you sent me will come from where?
[AGENT][NEUTRAL] From [PII] from American Public Life.
[CUSTOMER][NEUTRAL] OK. I didn't see it yet.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And so as it relates to i[PII]'s being changed, that's a question you'll need to uh reach out to your employer about.
[CUSTOMER][NEUTRAL] Are you sure they
[CUSTOMER][NEUTRAL] Yeah, no, no, it has not been changed. The benefit it sounds about the same. Uh, so, [PII], the email again is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh, just allow some time to receive it. I just sent it.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yes, I'm here at the doctor, so that's fine.
[AGENT][NEUTRAL] And it does look like I put an [PII] on [PII] [PII] [PII] [PII] Give me one second.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Oh, OK, no, yeah.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, we resend that to you wait just a few.
[AGENT][NEUTRAL] Minutes or so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Why
[CUSTOMER][NEUTRAL] Yeah, no, I haven't
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, got it.
[AGENT][NEUTRAL] Receive it.
[CUSTOMER][NEUTRAL] Yeah, let me see if I can see the car.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, yeah. Uh the effective date is [PII]. Is that still OK?
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And the number you gave me, the 2.
[CUSTOMER][NEUTRAL] 77
[AGENT][NEUTRAL] 255
[CUSTOMER][NEUTRAL] I don't see it. OK, 025 I can't see.
[AGENT][NEUTRAL] 2250-5771.
[AGENT][NEUTRAL] For the
[CUSTOMER][NEUTRAL] OK, I see it on the bottom. So that one change. It's only for the hospital and patient benefits. That will be for hospitals, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So when you call us just give us the policy number provided 2505, the number is the same for each before that letter M, the number should be the same.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so you don't need the, uh, the ML 708, right?
[AGENT][NEUTRAL] Just give me the, give us the number before the letter M.
[CUSTOMER][NEUTRAL] 771. OK. Thank you so much, [PII]. So the effective date you said is [PII]. It shouldn't be 25? No.
[AGENT][NEUTRAL] the effective date that's on your card is the effective date.
[CUSTOMER][NEUTRAL] Of this car.
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][POSITIVE] OK, no, I assume since we were [PII] that shouldn't be the number. Thank you so much, [PII]. I really appreciate it.
[AGENT][NEUTRAL] Yeah, you don't receive, you don't receive a card every year unless your policy changes.
[CUSTOMER][NEUTRAL] OK, but uh,
[CUSTOMER][NEUTRAL] OK, yeah, but this one change.
[AGENT][NEUTRAL] Yeah, so, but that was back in 24, so you should have received a card, that's why I emailed it to you and it's also available for you to download on our online service center.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I really appreciate it. I'll wait for the one for the mail. Thank you again, [PII]. You have a wonderful day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You too, [PII]. Anything else I can help out with today?