AccountId: 011433970860
ContactId: da92eb92-328e-4a44-865b-e1fb8397f192
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275089 ms
Total Talk Time (AGENT): 149837 ms
Total Talk Time (CUSTOMER): 82917 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/da92eb92-328e-4a44-865b-e1fb8397f192_20250319T16:05_UTC.wav
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[CUSTOMER][NEUTRAL] I that
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, this is [PII], and I just spoke to someone and they sent me a digital copy of the insurance cards. I just have a quick question. It says group hospital indemnity, is that include like medical, like going to see a primary care physician?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me take a look at your benefits. You spoke with me, um, I sent that to you. Let me see. Hold on one moment, I'll pull your policy back up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Because we were under the depression we were getting like full medical as well.
[AGENT][NEUTRAL] Let me see. Some of the hospital indemnity policies do have that, so I, I don't want to say yes and it does and no and it doesn't. So I'm just gonna pull it up for you. Hold on, I'm going back to your policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So since it's a new call, we don't, well, it's a new call, but we just spoke, so we don't have to verify, but I do have to give the disclaimer, um, all the information provided is a verification of benefits, not a guarantee of payment. So hold on one moment, I'm pulling the documents up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's kind of both. So it is a hospital indemnity policy, so you do have benefits for like if you're admitted to the hospital or confined to the hospital intensive care, but you also have the um outpatient accident and sickness, which provides emergency room, urgent care, physician office, um, physical, speech or occupational therapy, and then, um,
[AGENT][NEUTRAL] Let me see what else it has on here. Hold on one moment. Within that, it kind of then breaks things down. So like, um, let me give you an example.
[AGENT][NEUTRAL] This is for physician office.
[AGENT][NEUTRAL] So this policy also includes the health screening, so your wellness benefits, uh, wellness exams, and routine exams, um, so you have that additional to this policy.
[CUSTOMER][NEUTRAL] OK, so if we just go to the doctor so we got the flu, is are we covered covered?
[AGENT][NEUTRAL] Yes, yeah
[CUSTOMER][NEUTRAL] Like just for a sick visit? OK.
[AGENT][NEUTRAL] Mhm. For your physician office visits, yes. Um, just give them that card and then let them know if they need to verify benefits or if they have any questions about filing a claim, our number on the back of the card, they'll just need the policy number and then the first and last name, date of birth to verify, but we can go over all that with them.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it just kind of threw me off when I'm seeing hospital indemnity. I'm like, uh oh, yeah, yeah, well, I got a question, and my husband has a question. Um, when we signed up for this, he quoted us $225 a week, so I'm wondering why it's 243 something a week.
[AGENT][NEUTRAL] The hospital.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 243.
[CUSTOMER][NEUTRAL] Uh huh, he said it was like 224 and some change, I think.
[AGENT][NEUTRAL] And then you said it's supposed to be 224, but you're showing it as 29.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 290. I'm gonna write it down.
[CUSTOMER][NEUTRAL] They're taking 240,240 something out of our check.
[CUSTOMER][NEUTRAL] Every week.
[AGENT][NEUTRAL] So now that and
[AGENT][NEUTRAL] The reason I'm saying this is because of how it's taken out. So that's a question that you would ask your benefits department, whoever your HR is, and the reason I'm saying that is because it's on payroll deduction. So APL is not actually taking the funds out, your job does and then they send it to us. So I don't really know the answer to that question.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][POSITIVE] Oh, OK. I need to yeah, OK, thank you for your time.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you out with today?
[CUSTOMER][POSITIVE] That's it. Thank you so much.
[AGENT][POSITIVE] Alright, well, thanks for calling API. You're welcome. Have a great day.
[CUSTOMER][POSITIVE] Oh, you too. You're welcome. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] That's what.
[CUSTOMER][POSITIVE] I do yeah.