AccountId: 011433970860
ContactId: f037a02c-0179-45e1-90da-34c06552a58f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377369 ms
Total Talk Time (AGENT): 255104 ms
Total Talk Time (CUSTOMER): 59021 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/f037a02c-0179-45e1-90da-34c06552a58f_20250130T14:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, how you doing [PII]? My name is [PII].
[CUSTOMER][NEUTRAL] And uh I received some uh cards in the mail. I'm just trying to understand what the what type of coverage is this.
[AGENT][NEUTRAL] OK. And so I say you've received ID cards from APL and you're wanting to find out exactly what they're for. Is that correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, sir. I can help you with that and [PII]. I'm very sorry, but I did not I did not understand your last name.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And if you could give me one of those policies, did you receive multiple different ID cards or just one particular?
[AGENT][NEUTRAL] Set
[CUSTOMER][NEUTRAL] Uh, just, I guess, uh.
[CUSTOMER][NEUTRAL] Looks like it's just one.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] I may be a set
[AGENT][NEUTRAL] OK, well, if you could give me that policy number, please, that's on the front of that card.
[CUSTOMER][POSITIVE] We like to a fit.
[CUSTOMER][NEUTRAL] Yeah, 025.
[CUSTOMER][NEUTRAL] 86904
[AGENT][POSITIVE] Thank you. I'll.
[CUSTOMER][NEUTRAL] Yeah, that's the same number on both of them.
[AGENT][NEUTRAL] Yes, sir, you will get 2 of each ID card. OK, so give me just one moment please, to get your policy information pulled up. Once I do, I will have to verify several things with you first, Mr. [PII], for security purposes, and any information that I do provide for you will be a verification of benefits and not a guarantee of payment. So just one moment, please.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] All right, thank you. Also your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the phone number that you gave me, the [PII]. Is that the best contact number that we should have on file for you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And lastly, I, I need to add an email address for you, Mr. [PII], so that you can set up your profile.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] It's my [PII].
[AGENT][NEUTRAL] All together, so [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, Mr. [PII], so I see that you're employed with Go Automotive Group. Is that correct?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so these ID cards are for your limited.
[AGENT][NEUTRAL] Um, hospital indemnity medical plan that you've enrolled for through your employer?
[CUSTOMER][NEUTRAL] Oh my hospital and medical plan?
[AGENT][NEUTRAL] Yes, sir. Uh-huh. That's what those ID cards are for.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I thought I had Blue Cross Blue Shield.
[AGENT][NEUTRAL] Now, you would need to reach out to your HR department. This is not major medical coverage. This is a limited benefit plan. So you would need to contact the, your HR department to find out about any other, you know, coverages that you may have.
[AGENT][NEUTRAL] Besides this one.
[AGENT][NEUTRAL] But that is what this is for. So when you go, I know that the document that your ID cards were attached to, it talks about setting up your profile in our portal. And once you do that, Mr. [PII], you're also gonna be able to see any claims that we receive on this policy, as well as have access to your ID card and your policy information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And your policy information is not viewable in the portal yet, but it will be, and that's because this policy was just issued so it just hasn't um processed, have time enough to process to put your policy in the portal for you.
[CUSTOMER][NEUTRAL] So, so this is kind of like a backup?
[AGENT][NEUTRAL] I, again, I would may not knowing what other type of coverage you have. Yes, so this is just a, this is again a limited benefit plan.
[AGENT][NEUTRAL] And it does have different benefits on it for different types of services. So for example, um, let me look here, just one moment.
[AGENT][NEUTRAL] If you had to be admitted to the hospital, it has a benefit amount.
[AGENT][NEUTRAL] You know, for that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me look at your information, just one second.
[AGENT][POSITIVE] It has an intensive care unit benefit if you were to have to be, you know.
[AGENT][NEUTRAL] Admitted into an IC unit. There is a rehabilitation benefit. So this is like, yes, it would be additional coverage to anything else maybe that you do have. But to verify who your employer has for your major medical insurance, now that, if you think you do have Blue Cross, they would be able to confirm that for you.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] No, I'm certain I have Blue Cross.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I'm using it right now, yeah, so.
[AGENT][NEUTRAL] So I
[AGENT][NEUTRAL] Oh, OK, cause I can't, yes, sir, I can't see that particular piece of information related to your employer. I can only see this.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. W[PII], all right. Well, are there any other questions or can I help you with anything else?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, that's it, thank you.
[AGENT][POSITIVE] OK, well then, thank you so much, Mr. [PII], for calling APL and I hope that you have a wonderful day.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][POSITIVE] Thank you very much. Bye-bye.