AccountId: 011433970860
ContactId: e9d5955e-989f-45af-a3fb-dda676588998
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 504679 ms
Total Talk Time (AGENT): 194031 ms
Total Talk Time (CUSTOMER): 100546 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/e9d5955e-989f-45af-a3fb-dda676588998_20241230T21:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hey, my name is [PII] and I was calling um to see would you be able to give me my, the, my medical benefits?
[AGENT][NEUTRAL] OK, you're needing to get some benefit information on your policy, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and I can help you with that. And you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[AGENT][NEUTRAL] Oh, [PII], OK.
[AGENT][POSITIVE] And what is a good callback number for you, [PII], I can help you with this.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] My policy number is 02564614.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] OK, in fact, any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. First off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Bear with me just a moment, [PII]. I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And also your home mailing address?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Also your phone, uh, the phone number we have on file for you rather is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you and lastly your email address?
[CUSTOMER][NEUTRAL] My email address is the letter [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you so much. All right, so give me just a moment. I could get some benefit information pulled up for you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry, it's my system is taking a moment to load any information for me. I'm sorry for the delay.
[CUSTOMER][NEUTRAL] OK. It's fine.
[AGENT][NEUTRAL] OK, maybe I can help you now. OK, so what type of benefit information are you needing today? [PII] and again, any information that I do provide would be a verification of benefits and not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So this is not major medical coverage. This is a limited benefit plan.
[AGENT][NEUTRAL] That means it's just pay specific amounts for certain services, so is there something.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Specific that you are inquiring upon?
[CUSTOMER][NEUTRAL] Um, like if I go to the emergency room or like a doctor appointment, um, would I have to pay?
[AGENT][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] Or is it like a phone number?
[AGENT][NEUTRAL] OK, so for a hospital emergency room, the benefit amount that we would pay if approved would be $50 per day with a maximum of 2 days per calendar year.
[AGENT][NEUTRAL] If you went to urgent care, for example, that is also a $50 per day and that's a maximum of 4 days per calendar year per covered person.
[AGENT][NEUTRAL] And if you have a doctor's office appointment, that benefit is also $50 per day, maximum of 4 days per calendar year.
[CUSTOMER][NEUTRAL] Now let's see
[CUSTOMER][NEUTRAL] OK, um, what about like um, uh, OB or is it the same?
[AGENT][NEUTRAL] It would be the same.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Again, because this is not major medical insurance, it's a hospital indemnity limited benefit plan.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, thank you. I was just calling to, um, to get the benefits. Um, they've already gave me my benefits, my benefits for my dental, and I was just calling back for my medical.
[AGENT][NEUTRAL] Oh, OK. So now did when you called before, did they discuss with you setting up your profile in the online service center just so that you can have access to your ID cards and information online?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, no, I see on the paper though that I can register at Security.m public.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh. Now, your medical, your limited benefit plan, the, that policy information is not out there yet, but it will be, um, it just hasn't had time to get
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Put into your portal, but that doesn't mean that you can't set up your profile. Your dental probably is already in there, but just this plan isn't.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And if you have any trouble when setting it up, you can call us back and we'll be more than happy to help you.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] All right. Well, you're very welcome. So, can I help you with anything else today?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be all.
[AGENT][POSITIVE] OK, well then, thank you for calling APL Faith. I hope you have a nice afternoon and a happy New Year.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] Thank you. Bye-bye.