AccountId: 011433970860
ContactId: cf727061-2c54-4208-95ea-ea2e1b12a2fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 517900 ms
Total Talk Time (AGENT): 220581 ms
Total Talk Time (CUSTOMER): 152594 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/cf727061-2c54-4208-95ea-ea2e1b12a2fe_20250407T17:01_UTC.wav
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[CUSTOMER][NEUTRAL] Hello.
[AGENT][POSITIVE] Good afternoon. Thank you for calling EPL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] customer service. How are you there?
[AGENT][POSITIVE] Hey [PII]. I'm good. How are you?
[CUSTOMER][POSITIVE] I'm good I'm good, thank you, ma'am. Miss [PII], I have policy 258.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 5651.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And I hope this is something I send to you all.
[AGENT][NEUTRAL] OK, hold on one second. 258.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Right, and I have this spouse on the phone, [PII]. um, now Miss [PII]'s calling for provider assistance. Is that something you all can help her with?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Provider assistance, what do you mean like a list of providers?
[CUSTOMER][NEUTRAL] Right, right, right, right.
[AGENT][NEUTRAL] Um, yeah, I can, I can help. I can. Well, wait a minute.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] I called UTBA and they said no, that was not something they did.
[AGENT][NEUTRAL] OK, so wait, so she, so she has hospital indemnity, but it's not the one with big, so she doesn't have a provider list, she can go anywhere, but I can tell her that.
[CUSTOMER][POSITIVE] You would be awesome if you did that for me. I mean, I can tell her, I ain't a big thing. I'm just saying, just tell her that cause I have about searching YouTube.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Oh, no, that's fine. I can tell it.
[CUSTOMER][NEUTRAL] Just like
[CUSTOMER][POSITIVE] You are so wonderful and uh I do appreciate it, honey. Everything's been verified and she's calling from the number in the system.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty, well, I'm ready for it.
[CUSTOMER][POSITIVE] Thank you, love. Have a good day.
[AGENT][POSITIVE] You're welcome. You too.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] That I want
[AGENT][NEUTRAL] Hello, Mrs. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Hi, my name is [PII]. I'm on the customer care team. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing all right. How are you?
[AGENT][NEUTRAL] I'm doing good. So I have your um policy here. So you all have the hospital indemnity policy, so there's no network. Um, if whoever you go to, if they need to verify benefits, they can, you can just give them our number and the card and providers call us all the time, we'll go through your benefits, how to file a claim and all of that, but um there's like no list of providers because there's no network like in-network or out of network.
[CUSTOMER][NEUTRAL] Gotcha. OK. I just wanted to call because my daughter needs to see the allergist and there's like 7 different ones, but I like, I didn't wanna go to one if it wasn't covered or not.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Now, if you want to, um, we can go over the coverage. I can let you know what's on the policy, but just in terms of the in or out of network, yeah, you guys don't have to worry about that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so hold on one moment, I'm gonna pull up your benefits.
[AGENT][NEUTRAL] It's coming up now. And all the information provided is a verification of benefits, not a guarantee of payment. And you said this is for an allergist?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And Mrs. [PII], do you mind if I place you on just a brief hold? I'm just getting the benefits.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] See, because all that wellness and stuff isn't even on here.
[AGENT][NEUTRAL] Oh Lord.
[AGENT][NEUTRAL] So I'm gonna just tell her that the physician office because
[AGENT][NEUTRAL] Can I read that clearly from there?
[AGENT][NEGATIVE] Oh no, I don't wanna chance it. Hello, Mrs. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, thanks again for holding. I apologize for that wait. So for the physician office coverage on the policy, it'll pay up to $75 per day with a max of 6 days per calendar year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so it'll either be that, it depends on the coding, but there is like physician office and that could be specialist office. It doesn't just have to be like the actual like primary care, it's just the office setting.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You said 75.
[CUSTOMER][NEUTRAL] And then basically, so um if I call the allergist, I just give them like my policy and number and all that and then they would just call you to know if they're well if you're, if I'm approved or not.
[AGENT][NEUTRAL] Right, like either if you, if you like if you're calling around because I know you said it's like 7, so if you, if you're trying to decide which one and you're calling, then yes, I will give them the policy number and our phone number, but if it's like, you know, once you're there and they're asking you for insurance information, all of that, then just give them the card and then our numbers on the back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, sounds good.
[AGENT][NEUTRAL] Alrighty, Mrs. [PII], was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Um, he has to call you guys since he's uh the the policy holder. He would have to call you to change my n[PII].
[AGENT][NEUTRAL] Change your name? What do you mean?
[AGENT][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Yeah, like, uh, I guess [PII] said that, I guess my maiden name is on there. I thought my married name was on there with him.
[AGENT][NEUTRAL] Oh, let me see, hold on.
[CUSTOMER][NEUTRAL] Cause I know I had to wait um.
[AGENT][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] To make sure that I was with him.
[AGENT][NEUTRAL] Um, [PII], OK, yes, so he
[AGENT][NEUTRAL] I mean, it's you, it could be either or, it, we just need to receive like a license or the marriage certificate. Um, you can email that to us. Did she give you the email as well?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No ma'am, if you could give me that then I could send you both of those things today.
[AGENT][NEUTRAL] Yeah, and then once we get that, we can, we can change the name as long as we see that on the document.
[CUSTOMER][POSITIVE] Got you, yeah, go ahead and give me that email.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so let me just repeat it back [PII].
[AGENT][NEUTRAL] Yes, ma'am, and you can send, you can send either or or both. We just need one of them, but whichever, whatever you prefer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well thank you I appreciate your time.
[AGENT][POSITIVE] You're very welcome. Well, thank you so much for calling APL. If you think of anything or need us for anything, just give us a call.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] You're welcome. Have a great week.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.