AccountId: 011433970860
ContactId: fd405d5f-67c9-4926-a0f9-66635cb79c28
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336790 ms
Total Talk Time (AGENT): 192502 ms
Total Talk Time (CUSTOMER): 78420 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/fd405d5f-67c9-4926-a0f9-66635cb79c28_20250414T14:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes I was calling to see like what type of plan I have, like do I gotta pay a deductible or co-pay?
[AGENT][NEUTRAL] OK, I can check your benefits for you, sir. Can I please get your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII].
[CUSTOMER][NEUTRAL] And my uh callback number.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, sir. And then, um, [PII], what is your uh policy number?
[CUSTOMER][NEUTRAL] Uh, hold on, let me look at the card.
[AGENT][POSITIVE] Yes, sir. Go ahead and take your time.
[CUSTOMER][POSITIVE] Uh, I thank you.
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] 257.
[CUSTOMER][NEUTRAL] 0017.
[AGENT][NEUTRAL] OK, let me look up your policy real quick.
[AGENT][NEUTRAL] OK, [PII]. I do show your policy. We'll need to verify your policy real quick. Um, can I please get your date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number and email address that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] Uh, my address is [PII].
[CUSTOMER][NEUTRAL] And you ask for, you ask for my address and what else?
[AGENT][NEUTRAL] Your email address and your phone number on the policy?
[CUSTOMER][NEUTRAL] My phone, my email address is [PII], and y'all probably have my old number. I changed my number now, but my old number is [PII].
[AGENT][NEUTRAL] OK, and what would you like for it to be?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much. I appreciate you verifying your policy for me. All right, let's look and see. You have a hospital indemnity plan.
[AGENT][NEUTRAL] And this is just to verify your benefits. It's not a guarantee of payment, um.
[AGENT][NEUTRAL] I'm looking to see if you have any deductibles at all.
[AGENT][NEUTRAL] I do not show any deductibles for your policy. I do show that like if you go to the physician's office, you get 4 office visits a year for accident or sickness treatment. And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This policy will pay $50.
[AGENT][NEUTRAL] It's a set amount for a covered procedure, so your office visits are.
[AGENT][NEUTRAL] It will pay $50 towards an office visit. Um, if you go to the ER.
[AGENT][NEUTRAL] Uh, it is also $50 and you get two visits a year.
[AGENT][NEUTRAL] Uh, you get 4 urgent care center visits a year. Also, for accident or sickness that pays $50.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And then, and then if you ever have to go to like physical therapy, you get 4 physical therapy benefit. It pays benefits for that at $30 a visit for up to 4.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, if you have to go into the hospital for any reason,
[AGENT][NEUTRAL] Uh, you get a first initial, that first day you go into the hospital, you get $500 to go towards your hospital, and then if you have to stay in the hospital overnight, more than 18 hours, you also get paid $50 a day up to 30 days in the hospital.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, uh, do you, do you know like, uh, what, uh,
[CUSTOMER][NEUTRAL] Who can I go to like the hospitals?
[CUSTOMER][NEUTRAL] It really don't matter.
[AGENT][NEUTRAL] You can, you should be able to use any facility uh let me check real quick what company um I've got a number I can transfer you over to so you can see who the providers are for your area if you would like for me to help you and transfer you on over to multi plan they can let you know who the providers are.
[CUSTOMER][NEUTRAL] Yeah, I think uh I was on the phone with someone and they sent me like doctors that, uh, in the, in the area that I am.
[AGENT][POSITIVE] Yes sir, yes sir.
[CUSTOMER][POSITIVE] They send me all the location and numbers.
[AGENT][POSITIVE] Oh good good so you've got that that's awesome yeah that's the same place I was gonna send you to was so so that they could send you something about who your providers are for your area.
[AGENT][NEUTRAL] So if you just use that provider list you should be able to uh use it at any of those providers in your area.
[CUSTOMER][NEUTRAL] I guess it's a
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK, well you have a wonderful day and thank you for calling APL sir.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye, sir.