AccountId: 011433970860
ContactId: 106151b1-5928-42dd-a3bd-d7642036a7dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 444179 ms
Total Talk Time (AGENT): 133405 ms
Total Talk Time (CUSTOMER): 197712 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/106151b1-5928-42dd-a3bd-d7642036a7dc_20250318T17:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] [PII], I received some cards in the mail.
[CUSTOMER][NEUTRAL] And I'm wondering, are they, are they active cards or is it just an application for me to to to use them?
[AGENT][NEUTRAL] OK. May I have your name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And on those cards, are you able to tell me what the policy number is? or ID number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 026063
[CUSTOMER][NEUTRAL] 45.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, I'm wondering is that an actual active account or is it?
[AGENT][POSITIVE] I'm pulling that up for you now.
[AGENT][NEUTRAL] So it does look like you do have policies listed with us since 3/10 of 25.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so alright then I got another card in the mail.
[CUSTOMER][NEUTRAL] And it's for.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Life, the plan is limited benefit hospital indemnity.
[AGENT][NEUTRAL] That's your medical.
[CUSTOMER][NEUTRAL] That's medical
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's the same number, so, so my medical I would give that to the doctor's office if I need to go to.
[AGENT][NEUTRAL] Now, the numbers should be different.
[CUSTOMER][NEUTRAL] It yeah it is. I'm sorry. I looked at it wrong. It's close to it, but it's not, not the same.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can you look this number up for me?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's 2026.
[CUSTOMER][NEUTRAL] 06340
[CUSTOMER][NEUTRAL] And what, what does that cover?
[AGENT][NEUTRAL] That is your medical, is your indemnity policy.
[AGENT][NEUTRAL] And that is for um.
[AGENT][NEUTRAL] Services that surrender from um medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm still confused, but that answers my question.
[AGENT][NEUTRAL] OK, let me see, you want me to see if I can, let me see if I can find out where did you get these from?
[CUSTOMER][NEUTRAL] Because I've got now I have.
[CUSTOMER][NEUTRAL] I said I have about 3 or 4 cards.
[AGENT][NEUTRAL] From us
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEUTRAL] From us
[CUSTOMER][NEUTRAL] From I've got those two cards from you uh from APL. I've got that dental.
[CUSTOMER][NEUTRAL] And then there's uh this so and that life benefit hospital indemnity.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I got that from you.
[CUSTOMER][NEUTRAL] And then I got a card, a benefits card, benefits and a card card here a little bit ago and that girl said that that's for my pharmacy.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] But uh,
[CUSTOMER][NEUTRAL] You're, you're saying that.
[CUSTOMER][NEUTRAL] The two cards that I can have from you, one is for dental.
[CUSTOMER][NEUTRAL] And one can be used as for pharmacy?
[AGENT][NEUTRAL] You should have a pharmacy card. Let me, let me check. And that probably would be with the benefit in the card.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Let me check that for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So if you look on the medical card that you have.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] It should be 2 that's folded together. They're gonna be folded together.
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] OK. On the other side, it says pharmacy Ave.
[AGENT][NEUTRAL] Do you see that? Farmerville?
[AGENT][NEUTRAL] It's in blue.
[CUSTOMER][NEUTRAL] No, I, I don't see that.
[CUSTOMER][NEUTRAL] On the other, on the other side, it's just uh.
[CUSTOMER][NEUTRAL] Talks about
[CUSTOMER][NEUTRAL] All claims should be submitted to um.
[CUSTOMER][NEUTRAL] Wait a minute, let me look at this other one.
[CUSTOMER][NEGATIVE] I can't get to it.
[CUSTOMER][NEUTRAL] OK, on the, uh, the, the other on the other side of the dental card I should, I should see something or is it on the other side of the management analysis and utilization card that you want me to look at the back of it.
[AGENT][NEUTRAL] It's OK, the two that folded together when you um when you separate them, you can see each one. That's gonna be the limited benefit hospital indemnity.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Card. OK. So, the other side where you see limited benefit, there's the one on the, I believe it will be on your right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right, it says farm Pharma Ava.
[AGENT][NEUTRAL] On there
[AGENT][NEUTRAL] Yes. That's your, that right there is indicating that that does go to benefit in a card, which is your pharmacy. So that information on this medical card is what you would give to your pharmacy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's how you would get your prescriptions.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Well, thank you very much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can assist you with today? Go ahead.
[CUSTOMER][NEUTRAL] so, so, so, so this, this, um,
[CUSTOMER][NEGATIVE] I'm already paying for this. This is something that'll be added on if if I use it, right? I'm I'm already.
[AGENT][NEUTRAL] You're actually
[AGENT][NEUTRAL] You're actually already signed up for this. It's uh, it looks like you're working for a temp agency?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that's who is going through, who, who you're working with.
[AGENT][NEUTRAL] So you are enrolled. So this, these premiums will be taken out through there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you very much I appreciate your your help and your time.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You're so welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.