AccountId: 011433970860
ContactId: cf408808-a0ec-4308-a3db-a6a8f997736f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 403779 ms
Total Talk Time (AGENT): 104726 ms
Total Talk Time (CUSTOMER): 191727 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/cf408808-a0ec-4308-a3db-a6a8f997736f_20250502T16:42_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name's [PII]. I was just calling about my benefits. I keep getting this.
[CUSTOMER][NEUTRAL] I've had uh your insurance for gap for a decade or more and I've never used it for anything and now I keep getting this uh I went into the ER and I keep getting this bill from them so I was wondering what that was about because I figured that should all be covered under my benefits.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, actually I do. It is, uh, policy certificate number is 01015306.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] Uh [PII] and my address is [PII] and that's [PII].
[AGENT][NEUTRAL] OK, and I apologize. That's not the address that we have. Would you like me to change it?
[CUSTOMER][POSITIVE] Uh, yeah, if you could please, I can give you that again.
[AGENT][POSITIVE] OK, and please, thank you.
[CUSTOMER][NEUTRAL] What address is it down? Is that is that a [PII] address you have down?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, yeah, yeah, I'll change it for you. I'm gonna be moving pretty soon after 11 years, so I'll have to change it again, but I haven't lived over there in like 11 years, so yeah, I'm ready when you are.
[AGENT][POSITIVE] I'm ready. Go ahead.
[CUSTOMER][NEUTRAL] It's it's [PII].
[CUSTOMER][NEUTRAL] [PII], which is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And that is [PII].
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. And what was your email address because we do not have one.
[CUSTOMER][NEUTRAL] Yep yep.
[CUSTOMER][NEUTRAL] It's [PII] and the last name is spelled [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I got [PII].
[CUSTOMER][NEUTRAL] Uh, you have the, the, the provider correct.
[CUSTOMER][NEUTRAL] My last name is [PII], just four letters [PII]
[AGENT][NEUTRAL] Yes, sir. That's what I got.
[CUSTOMER][NEUTRAL] OK, yep.
[AGENT][NEUTRAL] Thank you, Mr. [PII]. And you said you were wanting to try to file a claim?
[CUSTOMER][NEUTRAL] Well, was there any claims filed last year?
[AGENT][NEUTRAL] Let's see. Hold on, I'll look that up for you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, I have one for 95, 24 emergency room, we pay $1500.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, is that my Mac?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yes, sir. That is the maximum for outpatient services.
[CUSTOMER][NEUTRAL] OK, and that would be considered uh.
[CUSTOMER][NEUTRAL] OK, so that's why that it was over, over the uh the gap.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So, OK, well, that's fair enough then they're gonna try to rebuild it and I'll deal with that then. But, uh, so, so 1500 would be for outpatients. So if I was at a surgery center, like if I had a colonoscopy, that would cover that at an outpatient surgery center, correct?
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Yep, yep, yep, OK, that was my understanding, um, I will, uh, I, I stand corrected. I thought it was a $2000 policy, so, um, $1500 good to know. I appreciate your time, [PII].
[AGENT][NEUTRAL] OK. And do you know that your policy is lapsed?
[CUSTOMER][NEUTRAL] Uh, I did not. I should have, uh, my policy should be up to date.
[AGENT][NEUTRAL] I'm showing its lapsed. It's only paid to 12, 1 and 24.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] That doesn't make sense. Is it possible we have a new policy with you or something? Could I look, uh, um, with some kind of anything of that?
[AGENT][NEUTRAL] I did not see another, I did not see another policy, so maybe they chose to go with another insurance company. I'm not sure. You may want to talk to somebody in your, um,
[AGENT][NEUTRAL] HR at work.
[CUSTOMER][POSITIVE] OK, yeah, they switched over to Transamerica. OK, well, that's very good. I appreciate you just made me panic. I have a more of a, uh, maintenance colonoscopy because I just have some buddies that are around my age that had a trouble, so I was trying to just make the doctor, and I know I'm gonna have to pay them something since I'm not [PII], but, uh, alright, [PII] well I appreciate, I appreciate your time. I hope you have a good weekend.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Thank you, Mr. [PII], for calling APL. You as well.
[CUSTOMER][POSITIVE] Take care thank you.
[AGENT][NEUTRAL] Bye bye.