AccountId: 011433970860
ContactId: f7eb3a9a-b360-4cac-b8fb-276bb945bc2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 825109 ms
Total Talk Time (AGENT): 371025 ms
Total Talk Time (CUSTOMER): 294157 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/f7eb3a9a-b360-4cac-b8fb-276bb945bc2d_20250205T16:05_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, good morning. So, um, I just have a question, um, about my coverage. When I go to see my doctor, uh, like, you know, follow up visit, uh, how do I, what do I tell them, um, about my coverage? which I don't, I'm not sure what my claim, uh, number is or anything. I haven't got my card yet. Um, I'm a truck driver so I haven't got my card, so I'm just curious like, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When they ask about my coverage, uh, what do I tell them?
[AGENT][NEUTRAL] OK. Um, are you trying to do an appointment for a medical or is it dental?
[CUSTOMER][NEUTRAL] Uh, medical.
[AGENT][NEUTRAL] Medical. OK. uh, let me see if I can find your policy first and we can go from there. Let me see um what type of product you have with us, OK? May I have your name and a callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII] phone number [PII].
[AGENT][NEUTRAL] OK, um, and have you received anything from us?
[CUSTOMER][NEUTRAL] Yeah, um, well.
[CUSTOMER][NEUTRAL] I've got an email, yeah, because I recently uh update updated um.
[CUSTOMER][NEUTRAL] To a life insurance policy with you guys, um.
[CUSTOMER][NEUTRAL] I think his name is [PII]. His name is [PII], um, he sent me an email about my, oh, that's UTBA, uh, OK.
[AGENT][NEUTRAL] Did he give you like a policy number or group number or anything like that in that email?
[CUSTOMER][NEUTRAL] Oh, and that's Lyric health.
[CUSTOMER][NEUTRAL] Uh, I'm pretty sure he has, uh, let me, let me open it real fast.
[AGENT][NEUTRAL] OK, if you can, if not I can just go ahead and do a name search, OK?
[CUSTOMER][NEUTRAL] What do you, what do you need? What what number are you looking for?
[AGENT][NEUTRAL] A group number or a policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, one second.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, so here's one for my prescription card.
[CUSTOMER][NEUTRAL] Uh, it is URX 146.
[AGENT][NEUTRAL] OK. Yeah, that's not gonna be us. We don't have the prescriptions, so that's not gonna be us. Um, OK, let me just go ahead and do a name search, OK?
[AGENT][NEUTRAL] And how do you spell the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the spelling of your first name?
[CUSTOMER][NEUTRAL] Uh, say that again.
[AGENT][NEUTRAL] The spelling of your first name?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] All right, so I'm gonna need um the date of birth, mailing address and email address for verification.
[CUSTOMER][NEUTRAL] OK, um, my birth date is [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And at [PII], my email address is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, thank you. All right, see what you have.
[AGENT][NEUTRAL] OK, so the product um that you have with us is a hospital indemnity plan.
[AGENT][NEUTRAL] That is the name Hospital indemnity.
[AGENT][NEUTRAL] Um, it does have additional benefits like office visits and um,
[AGENT][NEUTRAL] Some other benefits. So it's not just only for the hospital. It does have additional benefits. Um, if they ask you what type of product or what type of policy you have, you can let them know you have a hospital indemnity plan.
[CUSTOMER][NEUTRAL] Um, and so does that cover my primary care, primary care physician?
[AGENT][NEUTRAL] OK, yeah, let me tell you how much we cover for that. OK, one moment.
[CUSTOMER][NEUTRAL] Other
[AGENT][NEUTRAL] OK, and I'm waiting on the benefits and before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer.
[AGENT][NEUTRAL] Gonna be a minute or two. I'm waiting on the documents, OK?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And you said, uh, one more time, you said the indemnity, uh, what was that again?
[AGENT][NEUTRAL] Hospital indemnity plan.
[CUSTOMER][NEUTRAL] The indemnity
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, OK, that's an interesting word, um, because I know to indemnify something means to like, like make it back whole, you know, make it back to what it was like an insurance claim, you know, that's when indemnify, you know, your car back to what it was.
[AGENT][NEUTRAL] Well, indemnity means that it is a flat amount. indemnity means that they give you a flat amount um based on your benefits of what, um, depending on what happened.
[CUSTOMER][POSITIVE] So I can't wait to hear what I'm.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] Mhm. So it does have like flat amounts that we cover based on the type of service you receive in the sickness or injury that you, you had, OK? So, um, basically, let's see, so you do have a lot of benefits. OK, so physicians.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. So for a physician office, if you go to a specialist or a regular PCP, um, we cover $75 per visit.
[AGENT][NEUTRAL] And it looks like we cover up to 6 days per year.
[CUSTOMER][NEUTRAL] 6 days per year.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] 6 visits so to say.
[AGENT][NEUTRAL] Mhm. Mhm. Yes.
[CUSTOMER][NEUTRAL] OK, um, listen, can you send me, um, can you send me my packet, my coverage packet?
[AGENT][POSITIVE] I can go ahead and request that for you, sure.
[CUSTOMER][NEUTRAL] OK, how long would that take to receive and that would that that I'm sorry before you answer that, um, and that would.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Covered like it would it'll have my policy numbers, my group numbers and all that kind of stuff in it.
[AGENT][NEUTRAL] Yeah, the certificate information is complete. It has your policy number, your group number. It has all the benefits that it pays, how much it pays for each type of um service that you receive. So it's a really detailed.
[AGENT][NEUTRAL] Information. Mhm. OK. Um.
[CUSTOMER][POSITIVE] Good, yeah, that's what I need.
[CUSTOMER][NEUTRAL] I need a digital copy of that.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] OK, so I'm gonna go ahead and request this for you, um, to go out by mail, it usually takes 5 to 7 business days for you to get it because it, it goes regular mail. Um, if you want.
[CUSTOMER][NEUTRAL] I need a I need a digital copy. I need the emails um I think you guys already sent me uh a physical copy. I need a digital copy.
[AGENT][NEUTRAL] OK, I still have to request that it takes 24 to 48 hours for the digital copy to be set up, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me have that email one more time. We didn't have an email for you, so let me have that email one more time.
[CUSTOMER][NEUTRAL] It's my name with a [PII] in [PII] middle. It's [PII]. Do you want me to spell it out?
[AGENT][POSITIVE] No, it's fine. Thank you.
[AGENT][NEUTRAL] OK, so you want it to be sent by email.
[AGENT][NEUTRAL] OK, and also if you go to our website at [PII] and click on sign in, you can register and create your own account. It is gonna be showing up there faster than it's gonna be sent by email. So if you want to go back in 24 business hours to the um website and create your account, you'll be able to see all this information and you can save it to your computer or to your phone um but I'm gonna go ahead and request this information to be created, OK? So if you don't mind.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh my God, you could have told me that from the beginning. Wait a second. Let me write that down.
[AGENT][NEUTRAL] I was trying, I was trying to.
[AGENT][NEUTRAL] Every time I pause I'm like, oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, all right. OK, let me, um, let me, what was that email address one more time?
[AGENT][NEUTRAL] Uh, you can go to our website. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm, yes, [PII].
[CUSTOMER][NEUTRAL] Wait, wait. [PII] I'm sorry, I'm like uh I'm not gonna tell you what I'm doing, but AM, bear with me, I am.
[AGENT][NEUTRAL] It's OK, I understand. Am [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Am probably like uh what's it keep going.
[AGENT][NEUTRAL] [PII], just [PII] and [PII], yeah.
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] OK, and then I just create as you create a sign in you said and from there, um.
[AGENT][NEUTRAL] Yeah, you click on sign in it's gonna take you to a different page where you can create your account. So you're gonna do a new user and you're just gonna follow the steps on the new user.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And
[CUSTOMER][POSITIVE] Alright, that sounds dummy proof cool.
[AGENT][NEUTRAL] And your certificate is gonna upload once you register your certificate is gonna upload in 24 business hours and you'll be able to see all the information there. But I'm still gonna go ahead and request one to be sent out by mail. And if you still need the one for by email, we can still send it to you by email as well, OK?
[CUSTOMER][NEUTRAL] Yeah, I still want that, OK.
[AGENT][NEUTRAL] OK, all right. So let me just go ahead and get this rolling one moment. Let's see.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] OK, so I went ahead and send that over to customer service to be created and again, um, it's, it's gonna go out by mail, so you should be receiving the hard copy within 5 to 7 business days, and I also selected to have a copy emailed to you, OK?
[CUSTOMER][POSITIVE] Fantastic, you know what? I just remembered something, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I have a uh a policy with you guys for um if I let me see if I can, I'm racking my brain it's like a disability it's like death due to um.
[CUSTOMER][NEUTRAL] Due to injury or something like that, it's kind of like a life insurance, I believe. I think I have like two life insurance policies with you guys one like general generic like 40,000.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 50,000 I think uh life insurance and the other is like a 40 to 45,000 and it's uh it's death due to.
[CUSTOMER][NEUTRAL] Um, uh, something or whatever that's due to, uh, injury or I forget complication, can you, do you see that?
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] Accident?
[AGENT][NEUTRAL] I, I can pull the accident policy and see if there's any benefits, additional benefits for um.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, and there, let me check. One moment.
[CUSTOMER][NEUTRAL] Yeah, whatever ones I have for desk because I need to change my beneficiary.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I mean, can I do that on the phone with you?
[AGENT][NEUTRAL] No, there's a form that you need to fill out, um, and have it notarized. The form is in our website if you wanna get it faster, it is there under claims and forms in the same website.
[CUSTOMER][NEUTRAL] Can I change the beneficial
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Perfect. Well then don't waste your time alright then um I'll just look at the website.
[AGENT][NEUTRAL] OK, uh let me see.
[CUSTOMER][POSITIVE] I, I, I appreciate your help.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's OK, but yeah, you do have an additional accident that dismemberment benefit under your accident.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Due, due to dismember how likely is that to happen?
[AGENT][NEUTRAL] Yeah, it is.
[CUSTOMER][NEGATIVE] Jeez, and watch it happen today just because I said that.
[AGENT][NEUTRAL] Oh, don't, don't say that.
[CUSTOMER][NEUTRAL] Um, uh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I'm a truck driver. I'm in constant danger.
[AGENT][NEUTRAL] Exactly, I.
[AGENT][NEUTRAL] I don't say that.
[CUSTOMER][NEUTRAL] I just jinxed myself.
[CUSTOMER][NEUTRAL] I know, right? Any anyway, as soon as you answer the phone, you to say hello, my name is [PII]. Go to our website.
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] That would help, that would really help. Oh, by the way, we have a website where you can do all of this.
[AGENT][NEUTRAL] No
[AGENT][POSITIVE] But we want to help you.
[CUSTOMER][NEUTRAL] So anyway
[CUSTOMER][POSITIVE] Yeah good you did thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I might help you with today, Mrs. [PII]?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] No bye bye.
[AGENT][POSITIVE] Yeah, well, you have a good day, Mr. [PII]. Bye bye.
[CUSTOMER][NEUTRAL] Likewise