AccountId: 011433970860
ContactId: e44aed5f-0934-4d13-8a23-d7251c63aad7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 646770 ms
Total Talk Time (AGENT): 369085 ms
Total Talk Time (CUSTOMER): 133414 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/e44aed5f-0934-4d13-8a23-d7251c63aad7_20250124T18:06_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, I did. I had some questions about uh my, my, uh, coverage. I have hospital indemnity.
[AGENT][POSITIVE] OK, yeah, I'd love to help you look at some coverage today. And do you, do you have that policy number handy, sir?
[CUSTOMER][NEUTRAL] I do not have my policy number.
[AGENT][POSITIVE] No worries. I can search for it with your social if you'd like.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] All right, and your first and last name, please?
[CUSTOMER][NEUTRAL] First name [PII]. Last last name [PII].
[AGENT][NEUTRAL] Perfect. And would you be able to verify for me please your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much and I'm just gonna verify some additional information with you if you could verify with me that mailing address on file.
[CUSTOMER][NEUTRAL] Uh, the mail, uh, my mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII], but I think they might have it as [PII].
[AGENT][NEUTRAL] Yes, that is the one we have, and I can update that for you in a moment if you'd like.
[AGENT][NEUTRAL] And [PII], could you also just verify for me the email address on file?
[CUSTOMER][NEUTRAL] Um, I'm pretty sure it's [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I that's not it. Oh, is that it? OK.
[AGENT][NEUTRAL] No, that was it, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] First thing, um, because it should be pretty quick is updating that mailing address so I'm just gonna pull up.
[AGENT][NEUTRAL] That menu to change it real quick for you and what is
[AGENT][NEUTRAL] The mailing address we do want on there you said it was a [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And that's same city and state and zip code?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, and I'm just pulling up those policy documents so we can go over your benefits together. Um, I do wanna let you know though that any benefit information I give you over the phone today is always just a verification of coverage and never a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] All right perfect so I do have the benefit information for that hospital indemnity plan pulled up and I can go over it with you. It looks like um your benefit has or your policy has um two benefits. Uh, the first one is a hospital admissions benefit if you are admitted to the hospital, um.
[AGENT][NEUTRAL] It looks like you can receive up to $1500 per day for a maximum of 4 days, um, per calendar year per person.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the next benefit you have is a confinement benefit. So if you're admitted to the hospital and then you're confined, um, which I will double check the definition, but it's typically considered 18 hours or more, um, you also are avail are eligible for a benefit of $50 per calendar day and yes it's 18 consecutive hours, um, it's considered confinement.
[AGENT][NEUTRAL] Um, but then that's $50 per calendar day, um, and that's a maximum of 5 calendar days per person per year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and is my family under it with me, or is it just me?
[AGENT][POSITIVE] Yeah, so I actually show that it is um just for yourself and your spouse.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so it's just you and [PII] on here.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] And that PO box was 113, right? I should have read it back to verify it with you and I, I don't think I did. OK, perfect.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, PO Box, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, perfect.
[CUSTOMER][NEUTRAL] And, and to and to claim everything, like if we did have to stay, like is
[CUSTOMER][NEUTRAL] Like what would, like, what kind of information would I need to submit it like or who like.
[AGENT][NEUTRAL] Oh, absolutely. OK, so if um if you find yourself in a situation where you are, you know, admitted to the hospital and or confined and you are needing to submit a claim, um, we do have a claim form on our website. Our website's AM, which is short for [PII].
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And that hospital indemnity claim form, um, it's really honestly it's pretty quick to fill out it's just like one page and then a signature on the last page um but it will have like instructions on what documents you're gonna need um you're gonna need basically an itemized bill with your diagnosis code.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, from the provider and that is, that's it like and you would just submit that with your claim form and, and then we would start the claim for you and we also have a.
[AGENT][NEUTRAL] Um, an online portal and I can send you like information on how to like access that online portal and use it if you'd like, but if you want to submit a claim that's honestly the quickest and easiest way to do it.
[CUSTOMER][NEUTRAL] OK, no, that, yeah, that's fine, yeah, no, OK.
[AGENT][POSITIVE] Perfect. And then is there anything else I can do to help you today, my friend?
[CUSTOMER][NEUTRAL] I don't think there is. I think that's it. Um, is, is, uh, oh, I guess just, I guess, just like I guess one more question, sorry, it might, it might, might lead into a couple more, but, um, so is there, is there like tears, you know what I mean like um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Does that make sense?
[AGENT][NEUTRAL] Oh, OK, yeah.
[CUSTOMER][NEUTRAL] Like if I was to pay.
[CUSTOMER][NEUTRAL] Oh, sorry.
[AGENT][NEUTRAL] Oh yeah so um what you'd wanna do is and I'm gonna look, but I'm not sure if I even have access to it but I'm gonna at least attempt it for you, um, but if your provider um because we do offer a bunch of different policies but it's really all about how you're like group, um, what they offer, uh, you are definitely able to check with like your HR it looks like the Honda Valley, no.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] That was somebody else's.
[CUSTOMER][NEUTRAL] I know, yeah, through the Handle Valley School.
[AGENT][NEUTRAL] Oh no, that's your Condo Valley Public schools, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It looks like with them I would check with your HR rep and see if they offer multiple tiers on that policy but every every employer group is a little different so it's hard for me to exactly say what your group um might offer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So yeah, so yeah, so, so like if I get a different tier I might get more than like the 4 day for 1000 for the possible stay or something like that so for that never changes.
[AGENT][NEUTRAL] Um, no, it, it can change just depending on the employer group if they have other tiers, it could be the benefit amount is different or that the amount of days is different that they have available, um, but what we do is.
[CUSTOMER][NEUTRAL] That's what I was wondering.
[AGENT][NEUTRAL] It's hard for me to give you one direct answer because we actually every single employer group we work with we do something different for um and we we help build plans around what they ask for and so it could if they have different tiers there definitely could be differences I just I can't see on my side what they offer exactly in that sense um so I don't wanna give you any wrong information.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] OK, yeah, no worries. OK, I think I got what I needed, yeah, more than it is.
[CUSTOMER][NEUTRAL] Like I signed this for, for this a few years ago, or a couple of years ago and I was going over, we were talking about it last night and I was like, oh, I don't know what I have, so.
[AGENT][NEUTRAL] Oh no yeah so what I'm gonna do I'm gonna send you that user guide um to to do the online policy and I'll also attaching it that hospital indemnity form just in case you're ever finding yourself needing it and but that user guide when you enroll into the online service center you should be able to access like your ID cards, read all your policy documents file claims, all of that so that way if you ever have questions on your policy you just have that information at your fingertips.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, OK, sounds good I appreciate it.
[AGENT][POSITIVE] Yeah, it's my pleasure. Is there anything else I mean I keep asking, but like I'm here to help, so if you have any other questions let me know.
[CUSTOMER][NEUTRAL] OK, I think that's it for today.
[AGENT][POSITIVE] All right, well give us a call if you need anything we're gonna take care of you, OK?
[CUSTOMER][POSITIVE] All right thank you
[AGENT][POSITIVE] My pleasure thank you you have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye.