AccountId: 011433970860
ContactId: d3894f8f-8486-4259-8be0-3cf2e2e760fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 620559 ms
Total Talk Time (AGENT): 311999 ms
Total Talk Time (CUSTOMER): 246534 ms
Interruptions: 12
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/d3894f8f-8486-4259-8be0-3cf2e2e760fb_20250325T18:31_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I am new, um, with this, um, medical stuff, and I, I'm just not sure what it is that it covers for me.
[AGENT][NEUTRAL] OK, so you're new to having coverage with you and you have questions regarding your benefits. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And [PII], how is your last name spelled?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And your callback number, please?
[CUSTOMER][NEUTRAL] Uh, you can call me at this number. It's [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, thank you. And now your policy number, please, Miss [PII].
[CUSTOMER][NEUTRAL] Uh, the policy number, would that be the policy er cert number?
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] OK, that's 02595515.
[CUSTOMER][NEUTRAL] I think that's what I see.
[AGENT][NEUTRAL] 02595515. Is that correct?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] 02595515.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, and Ms. [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. I will need to verify several things with you first for security purposes. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then also your home mailing address.
[CUSTOMER][NEUTRAL] My home mailing address, um, I guess you guys have [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number that is on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] But yes.
[AGENT][NEUTRAL] OK, thank you and lastly your email address?
[CUSTOMER][NEUTRAL] My email address would be my name, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So that's [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you very much for verifying all of your information.
[AGENT][NEUTRAL] So have you set up your profile yet, Ms. [PII] in the online service center portal with APL? You should have received some information about that when you received your ID cards.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] If you didn't, I can.
[CUSTOMER][NEUTRAL] I actually printed.
[AGENT][NEUTRAL] OK. Go ahead.
[CUSTOMER][NEUTRAL] Yeah, I think I I received the
[CUSTOMER][NEUTRAL] The group voluntary dental stuff.
[CUSTOMER][NEUTRAL] And is it secured [PII]?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, ma'am, it is. Uh-huh. So have you set up that, yes, ma'am. That is the that is the one.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No, I don't think I did, no. So it's secured AM.
[AGENT][NEUTRAL] Website. Have you created your profile yet?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I did not.
[AGENT][POSITIVE] It's secured.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, well, let's see, hold on. Yes, uh, actually, I do. Yes, ma'am.
[AGENT][NEUTRAL] Uh-huh. You actually have set up your profile there.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] Oh, I did, I did. I'm sorry.
[AGENT][NEUTRAL] It shows that you have.
[CUSTOMER][NEUTRAL] I do see it.
[AGENT][NEUTRAL] Yes, ma'am. You did. OK.
[AGENT][NEUTRAL] So that's, that's good. So that does give you in when you log in. There is a copy of your ID cards for each of your policies in there and then also your policy certificates with all of your benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Good information.
[CUSTOMER][NEUTRAL] Oh, OK, so it would explain anything there?
[AGENT][POSITIVE] Um, in there, but I'll be happy to.
[AGENT][NEUTRAL] It, it will. It lists out your schedule of benefits.
[AGENT][POSITIVE] In there, but I'm, I'll be happy to answer any question that you may have. I just wanted you to be aware that you can look in that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. Yeah, I didn't, I, I created, I created the account and then I didn't even go into it, like, you know, to review anything. I just printed out um my um my card. I just wanted to get an idea of what is covered, like, can I just get like a regular physical with a, a regular doctor and
[AGENT][NEUTRAL] And have access to it.
[AGENT][NEUTRAL] Right. Sure.
[CUSTOMER][NEUTRAL] That will be covered.
[AGENT][NEUTRAL] Now,
[AGENT][NEGATIVE] Now, under this plan that you have with APO, it does not have wellness benefits. This is geared more towards um being related to accidents and sickness.
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] So for example if you still have to go on this particular plan that you have with APL.
[CUSTOMER][NEUTRAL] I must.
[CUSTOMER][NEUTRAL] Oh, cause I, I wanted, um, wellness.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] This doesn't have wellness benefits.
[CUSTOMER][NEUTRAL] Oh, so I picked the wrong thing, or?
[AGENT][NEUTRAL] Now did you also enroll with him?
[AGENT][NEUTRAL] Well, did, you can, there's multiple, now, if you have questions regarding your enrollment or other things that are um available to you, Benefits in a card is the name of the company that you enrolled with, and then they provide.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] The different companies with your information depending on the products that you sign up for now, um you may have gotten another plan like a um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] A what's called a minimal essential coverage plan that lists, but I just don't, wouldn't have access to that.
[CUSTOMER][NEUTRAL] So in order for me to find out, I will have to call, I have to call them.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Right, so I should call benefits in a car, right?
[AGENT][NEUTRAL] And to see if you have anything else.
[CUSTOMER][NEUTRAL] OK. Yeah, cause I'm not sure. This is my first time doing this um.
[AGENT][NEUTRAL] Right. OK, I can transfer you. Yeah, I can.
[AGENT][NEUTRAL] Um, now, again, this plan right here though.
[CUSTOMER][NEUTRAL] Would it be, would it be the 800?
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] No, ma'am. Go ahead.
[CUSTOMER][NEUTRAL] You kind of take it
[CUSTOMER][NEUTRAL] No, you was gonna say the plan that I have is for what?
[AGENT][NEUTRAL] This, again, it's just geared more for things related to accident and sickness. So if you're sick and have to go
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Go to the doctor's office, you know, you would have benefits of wellness. Yes, ma'am. But for wellness, it does not have benefits for this plan.
[CUSTOMER][NEUTRAL] Accident and sickness.
[CUSTOMER][NEUTRAL] OK, so if, so if I get sick.
[AGENT][NEUTRAL] Or if you were, you know, if you were admitted to.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] Right. If you had to be admitted to the hospital, things like that, um, outpatient procedures.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Therapy, things like that. This policy is can help you with that, but it just does not have a wellness benefit.
[CUSTOMER][NEUTRAL] OK, so I can.
[CUSTOMER][NEUTRAL] Oh, I see. But um when you say therapy, would mental health be?
[CUSTOMER][NEUTRAL] Part of that?
[AGENT][NEUTRAL] That would fall, that would qualify an office visit. It doesn't have separate mental health therapy benefits.
[CUSTOMER][NEUTRAL] Oh, I see, I see. So that would be, that will be with the wellness.
[AGENT][NEUTRAL] That would fall. This, this plan has the physician's office, it's
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, not necessarily, it would.
[CUSTOMER][NEUTRAL] All right, so I have my.
[AGENT][NEUTRAL] It would just fall under a physician's office visit under this policy for mental health. So that benefit on this plan would be $50 per day and a maximum of 4 days per calendar year.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] So if they, you know, if you, whether you were
[AGENT][NEUTRAL] sick with a cold and had to go to the doctor or if you were going for, you know, mental health, that still all falls under that same benefit.
[CUSTOMER][POSITIVE] Oh, I see. Wow.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you for your help. I appreciate your time. I, I'll give benefits.
[AGENT][POSITIVE] Well, well, yes, ma'am. You're welcome. Now, I can connect you with benefits and a call Ms. [PII] if you would like, or if you prefer, you can call them directly.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'll give them a call.
[CUSTOMER][POSITIVE] No, I'm not, I'm not ready, I'm not ready quite yet, so I'll, I'll get all my questions and thank you again. Have a good day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, well, you're certainly. Yes, ma'am. So is there anything else that I could help you with for today?
[CUSTOMER][POSITIVE] No, that will be all, thank you.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][POSITIVE] OK, Ms. [PII], well, you're very welcome. Have a nice evening and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.