AccountId: 011433970860
ContactId: d57c3023-86aa-4518-a35c-9d998405695e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 415399 ms
Total Talk Time (AGENT): 180154 ms
Total Talk Time (CUSTOMER): 210101 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/d57c3023-86aa-4518-a35c-9d998405695e_20250109T18:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am, hon. Uh, I was just checking, uh, on, uh, course, uh work, uh, work for HG staffing.
[CUSTOMER][NEUTRAL] Uh, here in [PII].
[CUSTOMER][NEUTRAL] And I was, uh, I got some insurance through this and uh I was saying, does it cover anything uh for surgery or anything like that?
[AGENT][NEUTRAL] I would definitely have to take a look at your policy. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh yes ma'am, I do. Just let me get my 4 eyes are going.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the you're talking about the policy.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] I might be wrong, but now, let me see. I think it's what you're talking about. 022222388. I think it's right.
[CUSTOMER][NEUTRAL] I don't know how many twos that is.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] And what's your first and last name, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Birthday is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you for that. And then [PII], if you could just verify the address we should have on file.
[CUSTOMER][NEUTRAL] Uh, uh, well, it's [PII].
[AGENT][POSITIVE] Alright, thank you so much. So.
[AGENT][NEUTRAL] So this plan would cover something like if you were in the hospital and had to have a surgery. Um, it's called a limited benefit plan. So it would just pay a set amount depending upon what you're being seen and treated for.
[CUSTOMER][NEUTRAL] OK, does it, uh, would it cover anything like for, uh, like outpatient, like, you know, one day and come out, you know.
[AGENT][NEUTRAL] Yeah, so it looks like the, um, if you were admitted to the hospital, meaning that you're in the hospital for 18 hours or longer, the plan pays a benefit of $500 and then it pays $50 for every day that you're in the hospital, and it's a maximum of 30 days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. But the, but it, like I say, uh, does it cover anything like say, uh you have surgery, so you go in and
[CUSTOMER][NEUTRAL] Say they tell you to be there at [PII] and then they, they're down by [PII] and you, you don't get to go home to 4. Does it cover anything on that?
[AGENT][NEUTRAL] So if you
[AGENT][NEUTRAL] Yeah, so it does cover surgery in an outpatient facility. It would be $500 that it would pay per day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's, you know, um, a maximum of one calendar day per uh one day per year, so yes, it would do a one a one time payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, it is.
[CUSTOMER][NEUTRAL] That's why it's kind of, kind of, I think that's what I was, I was thinking, but I just wanna make sure all this stuff makes me so nervous. I don't, I guess cause I'm getting older, but it just it's so nervous.
[CUSTOMER][NEGATIVE] That I will say nothing and do nothing, or do nothing wrong, you know, cause, you know, how things are nowadays and, you know, I was scamming stuff and I mean, I get so scared, you know, people say, what's your social security? Oh well, I can't give it to you. Well, you can't do this, you don't have it's like a doctor's office or something, you know, and I can't give it to you. Well, we need it, you know. It's kind of scary cause you don't even, even the employees, I mean, you know, they might be great people when you see them, but what's behind them, you don't know. I mean, see.
[AGENT][NEUTRAL] I know it's.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhmm.
[CUSTOMER][NEGATIVE] It's just scary. It's uh, it's so scary. I mean, it, it is scary, it scares me and I don't even have a like a, a Visa card or not like a base, you know, nothing like I'm afraid of it. My son's, you know, you need to do that. And I said, well, I can't. That scares me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][POSITIVE] It's well, if they, if they want to pay out of your bank account or whatever, they're gonna do it anyway. They're smart mall. I said, well, I know it, but.
[CUSTOMER][NEGATIVE] It just all it just scares me to death, you know.
[AGENT][NEUTRAL] I hear you, [PII]. Well, if you want I can put a copy of this um policy in the US postal mail to you, uh, that way if you'd like to have that for your own records and it will give you exactly a breakdown of what is covered and the amount and all that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK. All right, that I would really appreciate that.
[AGENT][POSITIVE] Yeah, absolutely. Did you want me to check on anything else? Do you have any other questions or concerns?
[CUSTOMER][NEUTRAL] Uh, let's see, let's see what it is I was gonna say.
[CUSTOMER][NEUTRAL] Mm I think, let's see.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I think that was it, uh, uh, it, I think. Uh, OK. Oh yeah, yeah, yeah, yeah. Uh.
[CUSTOMER][NEUTRAL] As far as the doctor.
[CUSTOMER][NEUTRAL] Like, say, uh, gonna do surgeries or whatever you have surgery or whatever. Uh, does it pay anything on that? I mean, just the doctor himself or her or whoever.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So that would all just be covered underneath the um[PII] of like the outpatient benefit. There's not like a different set amount um for like the physician. The only thing that looks like it would be different is if it says surgery in a physician's office.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, it does say if it's surgery in a physician's office, it pays 250 versus like an outpatient surgery center.
[CUSTOMER][NEUTRAL] OK, OK, but it don't pay like say doctor done surgery on it don't, it don't cover nothing for them, he, he or she, right?
[AGENT][NEUTRAL] Oh well, it would just be lumped into that amount um that is covered. So yeah, so there's not a, there's not a separate amount for the physician fees.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, now
[CUSTOMER][NEUTRAL] OK, OK, I, I just want to make sure because, uh, you know, uh.
[CUSTOMER][NEUTRAL] I just want to get all this take care of, make sure we're doing it right.
[AGENT][NEUTRAL] No, absolutely. Yeah, yeah, yeah. So it'd be all the same amount even for the physician cost.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Yeah, OK. OK. All righty then, well, that's, that's what I need to know, sweetheart.
[AGENT][POSITIVE] All right sounds good well if you think of anything else, feel free to give us a call, OK?
[CUSTOMER][POSITIVE] Oh, OK, thank you. Bye-bye.
[AGENT][NEUTRAL] Mhm. You're welcome, [PII]. Bye-bye.