AccountId: 011433970860
ContactId: f84b2ef0-6691-467a-ae62-13f85a700af8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 478869 ms
Total Talk Time (AGENT): 168710 ms
Total Talk Time (CUSTOMER): 191796 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/f84b2ef0-6691-467a-ae62-13f85a700af8_20250519T13:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes ma'am, I was just calling to see this is my quiver and uh I was just calling to see if you can tell me what all coverage do I have with um the American Public Life um card that I have received.
[AGENT][NEUTRAL] OK. Do you have the policy number for that?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am, it's um, OK, hold on, hold on just a minute.
[CUSTOMER][NEUTRAL] Please
[CUSTOMER][NEUTRAL] OK, let me find it. OK, my
[CUSTOMER][NEUTRAL] I think, OK, I see it.
[CUSTOMER][NEUTRAL] It's 02605286.
[AGENT][NEUTRAL] OK, thank you. Let me look that up.
[CUSTOMER][NEUTRAL] Cause I know I have, I made an appointment, but they, I don't know, I guess they wanted me to call to make sure that.
[CUSTOMER][NEUTRAL] I mean to see what all I have coverage of if you don't mind, tell me, please.
[AGENT][NEUTRAL] Um, and just need to verify a few pieces of information, Mr. [PII] or Mrs. [PII]. Um, what is your birth date?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And your address?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK perfect and do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, yes, this number here, um, let me go to it because I don't know by heart.
[CUSTOMER][NEUTRAL] OK, hold on just one minute.
[AGENT][NEUTRAL] That's the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Are you wanting to go in for an office visit? Is that what you're going for?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And uh I know I had to get some blood drawn and um I forgot what else she said.
[CUSTOMER][NEUTRAL] But I know when I have when I had received this, I, I got the, the highest package from what they explained to me that it was and it should cover just about everything.
[AGENT][NEUTRAL] OK, let me see. Um, anything I quote is on a guarantee of payment, it's a basic outline of your policy. So for doctor's office visits, it looks like it pays $100 maximum, and that pays for $4 per calendar year.
[AGENT][NEUTRAL] Um, let me see what else.
[CUSTOMER][NEUTRAL] And it pays up, you said pays up to what, ma'am?
[AGENT][NEUTRAL] Uh, pays $100 for an office visit.
[AGENT][NEUTRAL] And then you said you're getting lab work, is that right?
[CUSTOMER][NEUTRAL] Yes ma'am, lab work and um private lab work and I don't forgot what else she said cause it'll be my first time going to this doctor here so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But yes ma'am, I probably have to get lab work done and um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am, you know, I guess everything else, I'm assuming.
[CUSTOMER][NEUTRAL] But they do pay for like a co-pay.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, no, it's, it's a dollar amount that it pays. So it'll pay like a flat dollar amount.
[AGENT][NEUTRAL] So it pays 100.
[CUSTOMER][NEUTRAL] Oh, OK, OK, then.
[AGENT][NEUTRAL] And let's see for
[CUSTOMER][POSITIVE] Yes, ma'am. I want.
[AGENT][NEUTRAL] Let me see. On the diagnostic testing, let me check what it covers.
[AGENT][NEUTRAL] So for your diagnostic testing,
[AGENT][NEUTRAL] I don't see a lab benefit. It does cover like MRIs, CAT scans, like those major types of diagnostic tests, which for that it pays, let me look.
[AGENT][NEUTRAL] Um, looks like it pays $200 per day and just 1 day per year.
[AGENT][NEUTRAL] Um, let me see what else there is.
[AGENT][NEGATIVE] Yeah, I don't, I don't show a benefit for lab work.
[CUSTOMER][NEUTRAL] I don't understand. OK then, um.
[CUSTOMER][NEUTRAL] Cause I know I'm gonna need now done. OK, do I need, is, is this the, the, um, the highest they when I got this card they told me um that it should cover everything, so I need to get another card cause I know I'll be needing lab work done when I go to the doctor.
[AGENT][NEUTRAL] Um, well, there's, so this kind of policy, most of them don't cover lab work. Now I can transfer you over to benefits and a card. They're, they're the like they're the ones who would be able to tell you what your options are for different coverage.
[CUSTOMER][NEUTRAL] OK then, OK, OK, so that's all that it covered. You said the office, the office visit pay up to 100.
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][NEUTRAL] 100 max.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'll be busy. OK.
[CUSTOMER][NEUTRAL] So 100 me. And MRI CAT scan, that pays up to 200 per day.
[AGENT][NEUTRAL] Yes, and one day per year.
[CUSTOMER][NEUTRAL] OK, only one day per year.
[CUSTOMER][NEUTRAL] OK then, and the office visit, was that a per year too or or there's not?
[AGENT][NEUTRAL] And the office visit is 4 days per calendar year.
[CUSTOMER][NEUTRAL] OK, only 4 days.
[CUSTOMER][NEUTRAL] Only 4 days.
[CUSTOMER][NEUTRAL] Per year.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so that's all that it is that I have.
[AGENT][NEUTRAL] Well, there's, there's other benefits on here as well, like you have a hospital if you're admitted to the hospital, it pays $1000. Um, if you have surgery, it pays $1000 surgery and the doctor's office pays $250. So there's various benefits, but as for specifically labs, that's not covered.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So it just, it does.
[CUSTOMER][NEUTRAL] OK, how silly you stay outside.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Uh, you, I'm writing it all down, ma'am. I'm sorry as you're telling me.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] Um, you said the hospital.
[CUSTOMER][NEUTRAL] It's 1000.
[AGENT][NEUTRAL] Yeah, hospital admission benefit pays 1000.
[AGENT][NEUTRAL] Um, I can email you a copy of this if you'd like to see your schedule of benefits. Would that be helpful?
[CUSTOMER][POSITIVE] OK, yes, yes, ma'am, please, if you can email everything to me, that'll help, yes ma'am.
[AGENT][NEUTRAL] Um, let's see, I don't have an email address on file. Do you have a good email?
[CUSTOMER][NEUTRAL] It's the same as my name. uh [PII] lowercase together.
[CUSTOMER][NEUTRAL] And it's at [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's the same as my name. It's just lowercase and I got it together. I don't have it separated. The [PII] and [PII] is together and everything lower case.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect. OK, I've got that updated for you, so I'll, I'll get this together and sent over to you and you can look over what's covered and then if you have any questions, of course, please please call back and we'll be happy to help so.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you, ma'am. You have a good day.
[AGENT][POSITIVE] OK, thanks for calling [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] Yes ma'am, thank you.