AccountId: 011433970860
ContactId: 07a12775-196f-4005-8d74-615418e2ef8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 903179 ms
Total Talk Time (AGENT): 489973 ms
Total Talk Time (CUSTOMER): 281706 ms
Interruptions: 11
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/07a12775-196f-4005-8d74-615418e2ef8f_20250603T15:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I, I'm calling to see if you guys cover physical therapy.
[AGENT][NEUTRAL] OK, Ms. [PII], so you have a policy with APL and you're checking to see about physical therapy benefits. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, my yeah, my husband and I, we both need physical therapy.
[AGENT][NEUTRAL] OK, well, my goodness, I'm, I'm sorry to hear that, but I guess at least that's something else y'all can do together.
[CUSTOMER][NEUTRAL] It
[AGENT][POSITIVE] Um, but yes, ma'am. That's uh looking at the glass half full. So, yes, ma'am, I'll be happy to check your benefits for you and I can help you with this. So first off, what's a good callback number for you?
[CUSTOMER][NEUTRAL] Yeah, there you go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number?
[CUSTOMER][NEUTRAL] I was trying to log in.
[CUSTOMER][NEUTRAL] The policy number is, I guess you would want outpatient, right? Outpatient. Um, it's 001480064ML8.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[AGENT][NEUTRAL] OK, thank you. So give me a couple of moments please to get your policy information pulled up.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, so any information that I do provide for you today, Miss [PII] would be a verification of benefits and not a guarantee of payment. I will need to verify several things with you first for security. So if you could first please verify your date of birth and then your husband's name and date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure. Uh, and mine is [PII], and my husband's is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and his name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number, I'm sorry, your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you provided for me, so that is the best number that we should have, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Thank you and lastly your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so this may be your work email that's on file, Ms. [PII].
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Yes, ma'am. That is what we have on file for you.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I was trying to log into the account but it's just not working.
[AGENT][NEUTRAL] OK. So we'll, um, I'll give you your benefit information and then I'll tell you because there was an update to the portal and you probably received a message stating something about that when you went to log to the login page. Um, but we'll go over that in a moment. So for your outpatient benefits, um, is this gonna be done at a physical therapy facility or in an office setting?
[CUSTOMER][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, physical therapy.
[CUSTOMER][NEUTRAL] Physical therapy, um, setting.
[AGENT][NEUTRAL] OK, OK, so on your, on this supplemental policy, the outpatient benefit maximum per calendar year.
[AGENT][NEUTRAL] Per covered person for covered outpatient services is $3000.
[AGENT][NEUTRAL] And there is no outpatient deductible per cover person per calendar year.
[AGENT][NEUTRAL] So when you go, you will present your APO card along with your primary healthcare insurance ID card. Most providers will call to verify that you're eligible and check any benefit information they may need, Ms. [PII], and they usually will file your primary and this supplemental for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] In the event that they do not file your secondary then you can file it and you could call us back if that need arises and we can give you all of the information on how to go about doing that because you actually can submit it through your portal it is just a little easier if they will do it for you as far as getting the documentation.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm. Yes, I know. I remember doing it in the past.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So that is your benefits for the outpatient.
[CUSTOMER][NEUTRAL] So do you guys have?
[CUSTOMER][NEUTRAL] I'm just wondering if you guys have a list of in-network, in-network physical therapist that I need to use.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Now with APL there is no network, so it would follow whatever your primary insurance is.
[CUSTOMER][NEUTRAL] Oh, so I can go to anyone that my primary, OK.
[AGENT][NEUTRAL] You don't have a network with
[AGENT][NEUTRAL] Correct. This plan does not, yes, because we're not a major medical insurance carrier, there is not a network affiliated with APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, well, very good. So I can pretty much go to anyone on my primary care's list. Um, my next question, can you please tell me, cause my husband was in the hospital in January, and I need to know if he's used up his max, his $3000 max yet.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I can check for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Now, was he inpatient or was this for outpatient?
[CUSTOMER][NEUTRAL] He was inpatient in the hospital January, late January.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so let me
[AGENT][NEUTRAL] OK, so, um.
[AGENT][NEUTRAL] OK, so for your, as of now, uh Mr. [PII] has used $1,762.78 of his inpatient benefits. Now, the inpatient benefit is different.
[AGENT][NEUTRAL] The inpatient benefit max per calendar year per covered person is 6600.
[CUSTOMER][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Mhm. So you have two separate benefit amounts. Inpatient is 6600.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Jeez, you know, I didn't know.
[AGENT][NEUTRAL] Mhm. And outpatient is for 3000 for covered outpatient services.
[AGENT][NEUTRAL] And there's also no deductible.
[CUSTOMER][NEUTRAL] Oh, OK, and he hasn't.
[CUSTOMER][NEUTRAL] And he hadn't used any outpatient.
[AGENT][NEUTRAL] No, ma'am. The only, that is the neither one of you have used any of your benefits for this calendar year other than his inpatient admission.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK. And the outpatient, that's under, that the physical therapy falls under outpatient.
[AGENT][NEUTRAL] Yes, ma'am, it would. Uh-huh.
[CUSTOMER][POSITIVE] Oh my God, wow.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] That's great. All right, so I'm gonna go ahead and schedule these these sessions. My, my, I'm having trouble logging in logging into the site now. What did you say?
[AGENT][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so there was an update made to the portal so you're going to need to redo your everything you're basically gonna be creating a new profile so if you are aware you can try and do that with me online.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] Uh, I mean, now, I'll be happy to try and assist you if I can.
[CUSTOMER][NEUTRAL] OK, it says
[CUSTOMER][NEUTRAL] Alright, thank you. I'm at the site where it's welcome to the online service center. It's asking me to log in, but there's also something that says create your OSC account.
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That is what you're gonna select first. Uh-huh.
[CUSTOMER][NEUTRAL] Create your OSC account, OK.
[AGENT][NEUTRAL] Yes, ma'am. And then, uh, uh-huh.
[CUSTOMER][NEUTRAL] Sign up.
[AGENT][NEUTRAL] Once she mhm.
[CUSTOMER][NEUTRAL] Which role best describes you? I'm the insured, right?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] I sure can click on that, OK.
[CUSTOMER][NEUTRAL] Next.
[CUSTOMER][NEUTRAL] Last name. OK, so I have to go through all this. I hope it doesn't, I don't wanna take so much of your time.
[AGENT][NEUTRAL] No, you're OK. Yeah, ma'am. No, because we are, um, that way if you have any issues, I can report it because we're
[AGENT][NEUTRAL] We there are a few minor things you know with the portal that they're still looking into so I would just like to make sure that you can at least set up your profile.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then you will need to use.
[CUSTOMER][NEUTRAL] OK, because member ID what's.
[AGENT][NEUTRAL] OK, you will not have a member ID that is still gonna be your social.
[AGENT][NEUTRAL] And then you will need to use your work email.
[CUSTOMER][NEUTRAL] Oh, residential ZIP code.
[AGENT][NEUTRAL] Since that is what we have on file.
[AGENT][NEUTRAL] And then your residential zip code.
[CUSTOMER][NEUTRAL] And then my work email you said?
[AGENT][NEUTRAL] Right, because for security purposes, it has to match.
[CUSTOMER][NEUTRAL] My date of birth.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] Next.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Complete your account set up, continue, OK.
[AGENT][NEUTRAL] OK, uh-huh.
[CUSTOMER][NEUTRAL] Verification is please click on the send button.
[AGENT][NEUTRAL] Uh-huh. So you're gonna need to do that with a verification code sent to you. Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, send verification code.
[CUSTOMER][NEUTRAL] Do I need to put my email address in first and then click send verification code?
[AGENT][NEUTRAL] I, I don't believe you do, no, because on that screen, I don't think it shows, it should just, I think show you send verification code or new password confirmed, but you're just gonna do the send verification code on that step.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it should send it to your email.
[CUSTOMER][NEUTRAL] OK, I'm looking right now.
[CUSTOMER][NEUTRAL] Here it is American Public Life got it and your verification, OK, here's the verification code.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And a paste.
[AGENT][NEUTRAL] And then you'll just put the code in.
[CUSTOMER][NEUTRAL] If I could.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Email address is verified. You can now continue and it's asking me for a new password.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. So now,
[CUSTOMER][NEUTRAL] Ah.
[AGENT][NEUTRAL] Your email has has been verified, but you would need to do and I don't you may want to try the password that you used before. I don't know that part if it will allow you to use the same one or not.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] I mean, you're welcome to try it. And the worst thing that could happen is it says no. No, ma'am.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK, terms of use.
[AGENT][NEUTRAL] Mhm. So you will just um mhm accept those and once you click I think.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Your account has been successfully upgraded. Go to dashboard.
[AGENT][POSITIVE] Perfect. So now, right, you'll go to your dashboard and then you will log in again. Mhm.
[CUSTOMER][NEUTRAL] I can again.
[CUSTOMER][NEUTRAL] Oh, send a verification code? Wow, it's gonna keep doing a verification code.
[AGENT][NEUTRAL] Right, that's, it's, yeah. Right. Yeah, this will be the last time that you should have to do that though, Ms. [PII]. And it's kind of like a two-step, you know, or a two-factor authentication is really what that essentially is.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Well, that's good, yeah.
[CUSTOMER][NEUTRAL] That's good because there's a lot of scams out there.
[AGENT][NEGATIVE] There are, and unfortunately, now, you know.
[AGENT][NEUTRAL] There's too many, but.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, I'm at the dashboard. It works. Oh my [PII].
[AGENT][POSITIVE] OK, perfect. So you were able to uh.
[CUSTOMER][POSITIVE] Thank you so much for your patience and, and all your help. Yeah.
[AGENT][NEUTRAL] You're welcome. Yes, ma'am, you're welcome. So now that you're set up in there, if when you're navigating through um.
[AGENT][NEUTRAL] And you have any issues or it's not letting you, you know, click on something or just any type of issue like that. Call us back we'll try to walk you through it um to see if we can troubleshoot maybe something but if we still can't do that then we're just, we will report it whatever your issue is we'll get a little more um detailed information about the error and send that to our IT department.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I have them look into it.
[CUSTOMER][POSITIVE] Very good.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, thank you, thank you. You've been so very helpful.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] Well, you're very welcome, Miss. It was my pleasure, Ms. [PII], and speaking to you, and I'm so glad you were able to set up your account.
[CUSTOMER][POSITIVE] Yeah. Thanks. Have a wonderful afternoon. Appreciate your help.
[AGENT][POSITIVE] Well, you're welcome. Yes, ma'am. I hope. Oh, you're certainly welcome and I hope you have a wonderful afternoon too. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] Um, I think that's it for now. Thank you. If anything, I'll call back.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Absolutely, that's what we're here for. OK. Yes, ma'am, Ms. [PII]. Well, have a wonderful day and thank you again for calling APL.
[CUSTOMER][POSITIVE] All right, thanks again.
[CUSTOMER][POSITIVE] All right. Have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.