AccountId: 011433970860
ContactId: f2cfd0ee-9f94-4a6d-bf3c-83d617df21f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246970 ms
Total Talk Time (AGENT): 126212 ms
Total Talk Time (CUSTOMER): 100284 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/f2cfd0ee-9f94-4a6d-bf3c-83d617df21f0_20250106T20:10_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] I go.
[CUSTOMER][NEUTRAL] Hi [PII], I have a question. Um, I came across some old ID cards that I think my husband used to contribute to. um, can you let me know if this is something that I have like money sitting in or how I could use it or how that works?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, I can let you know what type of policy it is. Um, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] My number is [PII].
[AGENT][NEUTRAL] Thank you for that. And on the ID cards, do you see anywhere that says, uh, it should say like in hospital or outpatient policy cert number?
[CUSTOMER][NEUTRAL] I have a policy certificate number.
[AGENT][NEUTRAL] Yes, OK, that's it.
[CUSTOMER][NEUTRAL] Or group
[CUSTOMER][NEUTRAL] OK. The number is 13843777.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, and you're on the policy as well, so I just need you to verify your date of birth. Oh, you know what, all of these are the same. This might be the, hold on one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My husband's name is [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] Yeah, but these dates are, are not right. This is the effective date. What's the mailing address on file?
[CUSTOMER][NEUTRAL] OK, so this is probably at [PII].
[CUSTOMER][NEUTRAL] [PII], I think it was.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright and thank you so much for verifying um the information. And so this particular policy lapsed or terminated on [PII] and there's been no active policy since then. So basically this was a secondary insurance policy to your um primary insurance, which at the time looks like Aetna. So this was for like um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Like if Aetna charged a co-pay, then this policy, as long as it was something covered, this policy would have reimbursed for the co-pays or um co-pays deductibles or pay the provider if anything else was needed, but you do, there's no time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] There's no timely filing limit. So if you did have a claims that you wanted to process, you still could.
[CUSTOMER][NEUTRAL] OK, so was this kind of like a savings if I remember correctly?
[AGENT][NEUTRAL] No, it's not a it's not a savings.
[CUSTOMER][NEUTRAL] All right see you
[AGENT][NEUTRAL] You would just
[CUSTOMER][NEUTRAL] Well, it's not a savings, but I mean it was to be used for medical.
[CUSTOMER][NEUTRAL] Situations like uh pre copays and things like that.
[AGENT][NEUTRAL] Right, there's no money set aside anywhere, it's just claims that process we paid out or could pay out.
[AGENT][NEUTRAL] There's nothing like being a
[CUSTOMER][NEUTRAL] But those could be within before [PII].
[AGENT][NEUTRAL] Right. Anything from [PII] is when that policy was active.
[CUSTOMER][NEGATIVE] I got it. So this wasn't like a, if I recall, I thought what I remember about this was that it was kind of like he would get pre-taxed X amount of money taken from his check pre-tax put into this account for us to use for medical purposes. That is not correct.
[AGENT][NEUTRAL] No, that's like a health savings account or a flex flex spending account. Those are, those are different types of accounts. This is an actual insurance policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEGATIVE] OK, so there's, so because it's not, it has not been activated for the last few years, obviously this is not, so this is pretty much trash.
[AGENT][NEUTRAL] Right, you can, um, you can discard those if you like.
[CUSTOMER][NEUTRAL] OK, very good. I just wanted to double check before I did that.
[AGENT][NEUTRAL] Alright, well, was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, that'll be it. Thank you for your help.
[AGENT][POSITIVE] You're welcome, [PII], and thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks you too.