AccountId: 011433970860
ContactId: 058805e9-ccfd-44f3-90a1-77d069b15bbe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 428059 ms
Total Talk Time (AGENT): 226782 ms
Total Talk Time (CUSTOMER): 100214 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/058805e9-ccfd-44f3-90a1-77d069b15bbe_20250530T13:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh yes, I'm calling about what services do I have?
[AGENT][NEUTRAL] OK, I can help you with your account.
[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] In the name of the insurance in the name of the insurance?
[AGENT][NEUTRAL] OK, um, well, the name of
[CUSTOMER][NEUTRAL] Is it
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] So I was asking you, is it APL insurance public life?
[AGENT][NEUTRAL] Well, it's APL is American Public Life, which is the insurance company name, so American Public Life.
[CUSTOMER][NEUTRAL] I'm not sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, um,
[AGENT][NEUTRAL] Let me see for your policy. Well, 1st may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][POSITIVE] Thank you, Ms. [PII]. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] So it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number?
[CUSTOMER][NEUTRAL] Uh, um, I don't even know if this is the right. I don't know, I'm trying to get my health insurance. I have a, uh, uh, APL. I think it says dental.
[AGENT][NEUTRAL] What's the um policy er number?
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Oh, hold on.
[CUSTOMER][NEUTRAL] 026.
[CUSTOMER][NEUTRAL] 16939
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, and I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, uh, [PII] and my email is [PII].
[CUSTOMER][NEUTRAL] And my mailing address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So you have two policies with us. You have a dental policy and you have a medical policy with us, um, which is a hospital indemnity policy. So this policy number is for the dental. Let me go over to medical. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because you want it, you want it medical, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I thought you said so I was doubting myself. Hold on one second.
[AGENT][NEUTRAL] Alright, so I have your benefits here and then um so have you received your medical card or did you need a copy?
[CUSTOMER][NEUTRAL] I need a copy, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I haven't received the card.
[AGENT][POSITIVE] OK, so I'll, um, I'll do both. So I'll mail you, let me see, make sure everything is ready.
[AGENT][NEUTRAL] I'll mail you a physical copy so, you know, so you'll have one and then I'll send you a digital copy so you can have one now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me just make sure it's uh hold on one second.
[AGENT][NEUTRAL] And then did you want to go over like your coverage or anything?
[CUSTOMER][NEUTRAL] Um, yes, I have a question because I have to go see a, a CD.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, an orthopedic specialist, I wanna say.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, I don't know if I'm covered.
[AGENT][NEUTRAL] OK, so hold on one second, I'm pulling up your benefits right now.
[AGENT][NEUTRAL] And again, just for the call, all the information provided is a verification of benefits, not a guarantee of payment. So,
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] For your policy, um, for the physician's office, the physician's office includes the specialist's office as well. Um, the policy will pay up to $50 per day.
[AGENT][NEUTRAL] With a max of 4 days per calendar year. So 4 days out the year the policy is gonna pay $50 towards an office visit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then you also have like hospital admission. If you're admitted to the hospital, it'll pay $500 a day, um, one day per calendar year.
[AGENT][NEUTRAL] Um, if you're confined to the hospital, it'll pay daily. Um, we have surgery benefits, urgent care, um, physical therapy, speech therapy.
[AGENT][NEUTRAL] Occupational therapy and then you have like your diagnostic test and your imaging.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you would once
[AGENT][NEUTRAL] Well, I'm sending both. So when you pick a doctor, you don't have like a, let me make sure if you have PPO. Hold on one moment.
[AGENT][NEUTRAL] OK, so you can pick any doctor that you choose as long as they're in the multi-plan network. Um, the best thing to do would be to just give them a copy of the card, like if you get you'll get the digital one first. So if you want to show them the card and then just have them write down the policy number and our phone number to call us to verify benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then um I'll also send you, did you, so have you received, so you haven't received anything for your medical?
[AGENT][POSITIVE] Because I can send you your breakdown too with all your coverage.
[CUSTOMER][NEGATIVE] I receive, I received the, I wanna say I received the, oh, I don't, I don't, I'm not sure if I received it. I kinda had to pack my stuff up to move to another apartment, so I'm not sure if I sent it. It's probably packed up in my paper.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, I'll just send it just in case. So if you do, you'll just have 2 of them.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. Well, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Um, no, that'll be all, and it's going to my email, right?
[AGENT][NEUTRAL] Yes, and let me just confirm, I mean, I know you went over it, but I just, since I'm sending you something, I just want to go over it again. Hold on one second.
[CUSTOMER][NEUTRAL] Or do I have?
[AGENT][NEUTRAL] So is the spelling for the email [PII] or is it [PII]?
[CUSTOMER][NEUTRAL] It's, it's, it's capital [PII]
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] It's right, and the second one is [PII]
[AGENT][NEUTRAL] OK, and then it's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, so I'm gonna um give me about maybe 5 minutes. I'm getting ready to send it to you now.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.