AccountId: 011433970860
ContactId: ea045f33-a082-4af8-8e58-b419b19a372b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 372000 ms
Total Talk Time (AGENT): 128632 ms
Total Talk Time (CUSTOMER): 207719 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/ea045f33-a082-4af8-8e58-b419b19a372b_20241230T18:56_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how you doing?
[CUSTOMER][NEUTRAL] How you doing?
[AGENT][NEUTRAL] Fine. Fine, how are you?
[CUSTOMER][NEUTRAL] Yeah, fine, thank you. Yeah, I'm unemployed, that's so.
[CUSTOMER][NEUTRAL] resource agency, uh, uh, I had to a question that I have that I have to ask about my insurance, my policy. I went to the hospital actually to pick up my refill at the pharmacy and I.
[CUSTOMER][NEUTRAL] Usually when I have an insurance.
[CUSTOMER][NEUTRAL] Yeah, I don't usually pay for my blood pressure medicine medication.
[CUSTOMER][NEGATIVE] But uh when I went last week to pick it up, my insurance did not even cover anything. I had to pay it myself. I don't know, so I, I'm calling to see what are the covers.
[CUSTOMER][NEUTRAL] I have on my.
[AGENT][NEUTRAL] OK, so you want to see what your coverage covers?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, I can help you with that. And may I ask who I'm speaking with?
[CUSTOMER][POSITIVE] Hi, good.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have your policy number?
[CUSTOMER][NEUTRAL] Do I have my policy?
[AGENT][NEUTRAL] Your policy number?
[CUSTOMER][NEUTRAL] Yeah, and
[CUSTOMER][NEUTRAL] And unless I look for it in my.
[CUSTOMER][NEUTRAL] I don't have it in my head.
[AGENT][NEUTRAL] OK, do you have your social?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Yes, I have [PII].
[AGENT][NEUTRAL] Thank you, and it was [PII]?
[CUSTOMER][NEUTRAL] Mhm yes, please.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] My, my address.
[AGENT][NEUTRAL] And Ms. [PII], can you please verify your mailing address?
[AGENT][NEUTRAL] Your mailing address?
[CUSTOMER][NEUTRAL] Me, yeah, it's [PII].
[CUSTOMER][NEUTRAL] nobody
[CUSTOMER][NEUTRAL] I can do that.
[AGENT][NEUTRAL] And can you also verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And for our records, can you verify your email address?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So I showed the coverage you have with us is a hospital indemnity plan, so it covers limited benefits. It covers for hospital, hospital admission when you're confined in the hospital. It also covers outpatient um facility, um outpatient physician's office, or emergency room urgent care.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It also covers diagnostic testing.
[AGENT][NEUTRAL] An outpatient prescription drug, an ambulance.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And there is also a critical illness rider under your policy.
[CUSTOMER][NEUTRAL] Yeah, so, but, uh, why wouldn't that cover my, uh, my, uh, uh, blood pressure medi uh prescription and medication.
[CUSTOMER][NEUTRAL] Because I, they could, I, I, I.
[AGENT][NEUTRAL] So you would need to file the claim with us.
[CUSTOMER][NEUTRAL] Uh, I have to.
[CUSTOMER][NEUTRAL] And how do I do that?
[AGENT][NEUTRAL] OK, you can submit a claim into us. There is a claim form. It is available on our website. I can give you that information or you can mail it in or fax it in to us. I mean, if you're wanting to submit a claim online, you can simply go to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh my God, just a second. I have to. Oh my God, I, I don't know if that can be us.
[CUSTOMER][NEUTRAL] Can me text to me please. I all my email to me please.
[CUSTOMER][NEUTRAL] I'm at work right now. I don't get, I don't have any pen or anything to write.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, you can just go directly to our website, which is [PII].
[CUSTOMER][NEUTRAL] Uh, if you could just email it.
[AGENT][NEUTRAL] As well.
[CUSTOMER][NEUTRAL] Wait, can you please make me that favor? Can you please just email it to me?
[AGENT][NEUTRAL] We can also mail you a claim, we can mail you a claim form. I can mail you a claim form.
[AGENT][NEUTRAL] That information is also available on your, your identification card if you also have access to that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so that, uh, I can fill it up.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] OK, I can get that information um mailed out to you. Was there anything else that I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah, that was what I wanted to uh I needed a help and uh if I'm getting that help, I, I just have to fill the form, right?
[AGENT][NEUTRAL] Yeah, you'll need to complete the claim form and submit um the itemized billing in along with the claim form.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, and you, you, you did you just email it to me?
[AGENT][NEUTRAL] I can email you the claim form. We can also mail you the claim form as well.
[CUSTOMER][NEUTRAL] Oh, how do I
[CUSTOMER][NEUTRAL] You you
[CUSTOMER][POSITIVE] Yes please, I'll be so grateful for that.
[AGENT][NEUTRAL] OK, I will get that sent over to you. Is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] No, that is what I just wanted you to. Thank you so much. I so appreciate it. Thank you.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. You have a good day.
[CUSTOMER][POSITIVE] OK you too bye.
[AGENT][NEUTRAL] Bye