AccountId: 011433970860
ContactId: ed4bd9b5-612e-4d01-8b59-4631a7b97972
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336679 ms
Total Talk Time (AGENT): 142171 ms
Total Talk Time (CUSTOMER): 146353 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/ed4bd9b5-612e-4d01-8b59-4631a7b97972_20250220T21:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I, I had questions about Medlik Gap Insurance.
[AGENT][POSITIVE] Well, I can help you with that. Do you happen to have a policy with us?
[CUSTOMER][NEUTRAL] Not currently.
[AGENT][NEUTRAL] All right, and who is your employer?
[CUSTOMER][NEUTRAL] Employers Almita Mortgage Company.
[AGENT][NEUTRAL] Let me get them pulled up and see.
[AGENT][NEUTRAL] El Almeda.
[AGENT][NEUTRAL] Can you spell that, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] A L A M E D Amor mortgage Company.
[AGENT][POSITIVE] Got you.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And are they offering that mezzanine gap policy to you?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Uh, let me see, they're offering.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Yeah, they're offering the med link um gap policy as an option.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] And I, I wasn't able, do you happen to have their group number? Did they give that to you?
[CUSTOMER][NEUTRAL] I have a client ID.
[AGENT][NEUTRAL] Is it 5
[CUSTOMER][NEUTRAL] Do you think that is it?
[AGENT][NEUTRAL] Is it 5 numbers?
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] Yeah, 23088.
[AGENT][NEUTRAL] OK, let me see if I can get them pulled up and they just may may be under a different name.
[AGENT][NEUTRAL] Give me just one second.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And where are they located?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, so I don't see their information on hand, but I can give you some information regarding our med link gap policies. It'll be very generic.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so I think my, my, my main question is, um, so my wife gave birth uh earlier this month, so I want to know if a gap policy would
[CUSTOMER][NEUTRAL] Cover anything for being hospitalized for birth?
[AGENT][NEUTRAL] So if it was, if your policy is active for the date of birth or prior to that, yes, sir, it does cover pregnancies or childbirth.
[AGENT][NEUTRAL] And the policy pays to the deductible co-pay or co-insurance of your primary insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Even if my, so my wife uses my insurance, but, you know, it's still primary insurance, so it sounds like it would still go towards the deductible of that, right?
[AGENT][NEUTRAL] That's correct, but now your policy has to be active for that data service when she gave birth.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] So my, yeah, so when she gives birth, it's like a qualifying life event, so she gets to sign up for uh retroactively insurance, right? So couldn't I just retroactively sign up since it's a qualifying life event and then it would be active for the date of the birth?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, and that would depend on if your employer is offering the qualifying event um you would need to contact them and see if they can sign you up retroactively.
[CUSTOMER][MIXED] Got it OK, but assuming they.
[AGENT][NEUTRAL] But that is a qualifying event.
[CUSTOMER][NEUTRAL] Yeah, right? So it seems like it might be, uh, like a guaranteed thing. OK.
[CUSTOMER][NEUTRAL] Um, and then the only other thing I noticed in there.
[CUSTOMER][NEUTRAL] Description was preexisting condition limitation.
[CUSTOMER][NEUTRAL] And it kind of specifies that the policy needs to be active for a year, but it, it says at the end of it, waived for employees of Oasis outsourcing unless their medical plan poses. Like, it seemed like the the pre-existing condition was only pre-existing health insurance defined it as a pre-existing condition. Do you know anything about
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] So we do follow the guidelines of the major medical. So if the major medical does not apply benefits or does not apply anything toward the deductible, co-pay, or co-insurance, then there would be no benefits payable on the Medlink gap policy.
[CUSTOMER][NEUTRAL] Got it, but insurance already billed me and are taking money, so I assume that in that case it's not really a concern.
[AGENT][NEGATIVE] Yes sir and unfortunately without a a policy I'm unable to give like specifics.
[CUSTOMER][POSITIVE] Yeah, yeah, of course.
[AGENT][NEUTRAL] Just kind of general.
[CUSTOMER][NEUTRAL] OK, sounds good. So it sounds like I need to contact her and, you know, whatever HR insurance to make sure that this is a qualifying event and that they would backdate the policy and then if that's the case, then I could sign up for it and submit a claim.
[AGENT][NEUTRAL] Information.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Awesome all right thank you so much.
[AGENT][POSITIVE] It's been such a pleasure to assist you and by the way, congratulations.
[CUSTOMER][POSITIVE] Thank you. Yeah, we're thrilled.
[AGENT][POSITIVE] That's an awesome, that's an awesome event.
[CUSTOMER][POSITIVE] Yeah, very exciting.
[AGENT][POSITIVE] Wonderful. Well, hopefully we'll be able to assist you further. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] That's it thank you so much.
[AGENT][POSITIVE] And thank you for calling APL. I hope you and your family have a lovely afternoon.
[CUSTOMER][POSITIVE] You too all right bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.