AccountId: 011433970860
ContactId: f39ffb6b-e773-4163-b54a-d30103a95178
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383420 ms
Total Talk Time (AGENT): 131959 ms
Total Talk Time (CUSTOMER): 82978 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/f39ffb6b-e773-4163-b54a-d30103a95178_20250325T20:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I just wanted to get some more information about my coverage.
[AGENT][POSITIVE] OK, I'm happy to check on coverage today. Do you have your policy number?
[CUSTOMER][POSITIVE] Uh, yes, let me find it for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Excuse me. It's uh.
[CUSTOMER][NEUTRAL] 0259
[CUSTOMER][NEUTRAL] 557 7
[AGENT][POSITIVE] All right, thank you for that. One moment.
[AGENT][NEUTRAL] And if I can get your first name, last name, and date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. And then if I could verify the address and email address we should have on file.
[CUSTOMER][NEUTRAL] Uh, it should be [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] I just spoke to somebody, but it wasn't updated on their end so if the, if it, if there's an old address then it may be [PII].
[CUSTOMER][NEUTRAL] [PII], but it should be the first one I get.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And then, what exactly did you need us to check on for benefits under your plan?
[CUSTOMER][NEUTRAL] I wanted to know uh um am I covered for durable medical equipment?
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Um, can you hold on one moment please?
[AGENT][POSITIVE] Yeah, absolutely. Go ahead.
[CUSTOMER][NEUTRAL] I'm gonna click over for a second that's alright.
[CUSTOMER][POSITIVE] I'm sorry about that. Uh.
[AGENT][POSITIVE] No, no worries.
[AGENT][NEUTRAL] I was in your dental plan, so I just need to pull up your um hospital plan here. Give me just one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I'm not seeing anything on here for any sort of medical equipment, unfortunately. It looks like just like imaging and testing.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Yeah, so.
[AGENT][NEUTRAL] Treatment.
[CUSTOMER][NEUTRAL] Is there copays for in uh.
[CUSTOMER][NEUTRAL] Medication?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Um, so this particular plan is a limited benefit plan meaning that it's just gonna pay a set amount towards any sort of coverage, so it wouldn't be like a co-pay or a percentage. Uh, the plan itself does have an outpatient prescription drug benefit. It's $10 a day, a maximum of 15 days per calendar year.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, that's a verification of benefits, of course, not guarantee of payment.
[AGENT][NEUTRAL] It looks like that's the only uh prescription drug coverage that I do see on the plan.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] About
[CUSTOMER][NEUTRAL] So it only, so it only pays $10 for 15 days?
[AGENT][NEUTRAL] Correct. It'll pay $10 per day, a maximum of 15 days per calendar year.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Would I be able to get a supplemental uh.
[CUSTOMER][NEUTRAL] you know, additional insurance that
[CUSTOMER][NEUTRAL] It will cover stuff that this insurance doesn't cover?
[AGENT][NEUTRAL] Do, well, you can always have like, this particular plan isn't like a major medical. If you wanted to look into another carrier for major medical and use this as a secondary, you could.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um
[AGENT][NEGATIVE] Um, we don't offer major medical, unfortunately.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you're getting this through like your employer.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, you would want to check with them to see if they offer any sort of other major medical coverage.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you need me to check on anything else, Mr. [PII]?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] No, ma'am. Thank you for your help.
[AGENT][POSITIVE] You're welcome bye bye.