AccountId: 011433970860
ContactId: ebc75df2-9b8c-49e3-86b1-2fda731cbd32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248750 ms
Total Talk Time (AGENT): 107760 ms
Total Talk Time (CUSTOMER): 54611 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/ebc75df2-9b8c-49e3-86b1-2fda731cbd32_20250312T16:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, good afternoon. I'm calling on behalf of I.
[CUSTOMER][NEGATIVE] Got let go of my recent employer.
[CUSTOMER][NEUTRAL] And I would like to know how much you guys covered on my insurance.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK. I had just spoken to you from a few moments ago.
[AGENT][NEUTRAL] Are you
[CUSTOMER][NEGATIVE] Oh yeah, they, I don't know why they send me back to you guys.
[AGENT][NEUTRAL] And what, oh, as far as wanting to know what benefits, I can verify what your benefits are showing that you have with us, but not uh give a definite answer of how much is payable.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah, that's what I wanted to know how much you guys actually paid on my uh my insurance.
[CUSTOMER][NEUTRAL] Or my bills.
[AGENT][NEUTRAL] Well, well, I can definitely verify the benefits you have. Um, let's see, any specific benefit you're in, um, you have questions about?
[AGENT][NEUTRAL] Or just general?
[CUSTOMER][NEUTRAL] No, just, so I, so I'm.
[CUSTOMER][NEGATIVE] Got hurt on the job. I, I just wanted to know how much.
[CUSTOMER][NEUTRAL] You guys covered on the workers' comp.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I don't think workers' comp is covered on the plan. Let me double check and see. One moment.
[AGENT][NEUTRAL] There's not a benefit as far as um that is payable for injury on the job. I don't show workers' comp as being um an exclusion on the plan. Like um you have benefits for confinement, surgery, diagnostic, office visits, but nothing as far as like being hurt on the job and there's a set amount that's payable. It's only if you like went to the doctor or went to a hospital and
[AGENT][NEUTRAL] was confined or had surgery or had an office visit or had diagnostic that you were charged for, um, but nothing specifically for workers' comp or being hurt or injured on a job.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I, I did have office visits.
[AGENT][NEUTRAL] Yes, you do have office visit coverage, um.
[AGENT][NEUTRAL] Not a guarantee of payment. This is just a verification of your coverage. You have an office visit benefit that pays $100 per day and you have a total of 4 visits per year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, OK, um.
[AGENT][NEUTRAL] And I don't show you have a disability plan with us.
[CUSTOMER][POSITIVE] Correct, um.
[CUSTOMER][NEUTRAL] How do I go about canceling my insurance?
[AGENT][NEUTRAL] Um, as I told you previously, you will have to contact benefits in a card and let them know you want to cancel your policy and they will be able to assist you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK all right thank you OK thanks.
[AGENT][POSITIVE] Yes, sir. Thank you for calling APL.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.