AccountId: 011433970860
ContactId: 1b1d9881-0cef-4622-a0fb-aef2407739df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298910 ms
Total Talk Time (AGENT): 186956 ms
Total Talk Time (CUSTOMER): 126614 ms
Interruptions: 5
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/1b1d9881-0cef-4622-a0fb-aef2407739df_20250520T18:32_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, good afternoon, um, my name is [PII]. I had a question to quickly ask how would I find providers that take APO?
[CUSTOMER][NEUTRAL] For my gap insurance?
[AGENT][NEUTRAL] All right, go ahead, [PII] and give me your policy number, please, ma'am.
[CUSTOMER][NEUTRAL] Sure, give me 1 2nd.
[CUSTOMER][NEUTRAL] My policy number is 02389383.
[AGENT][NEUTRAL] Right, [PII], thank you for that information. Now, while I'm pulling this up, would you please go ahead and give me a good return telephone call number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Alrighty, thank you for that. We're having bad weather, so I just want to make sure just in case I lose you, but this, give me that number one more time. I think I'm keying in wrong.
[CUSTOMER][NEUTRAL] Sure, give me one second again, sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Alrighty, so that policy number is 02389383.
[AGENT][NEUTRAL] Yeah, I keyed it in wrong. OK, [PII], thank you for all that information. I'll go ahead and verify your birth date and your address for me, please, ma'am.
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, [PII], thank you for all that information. OK, now it looks like you are the insured on this medical supplemental plan, but you're wanting to know about a network. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, uh, well, you're not in a any network here at APL because we are just your supplemental plan to your primary major medical insurance, so you don't have to because we just coordinate with your primary insurance carrier so there's there's no network or anything like that but if whatever you might want to check with your primary to make sure that you stay in the network.
[CUSTOMER][NEUTRAL] Uh, well, you're not in
[CUSTOMER][NEUTRAL] AP.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK, so like I know like when I go to the doctors I'm supposed to give them both cards.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, yeah.
[CUSTOMER][NEGATIVE] But sometimes I go to the providers and they tell me they do not accept APL. They accept the Blue Cross and Blue Shield but not the APL.
[AGENT][NEUTRAL] OK, uh, well, it could be what they're meaning to tell you is that is that they're not gonna file your claims for you to APL because we are your supplemental plan.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Um, but that's OK if they don't because all you gotta do is get a copy of your bill and a copy of your explanation of benefit when you receive it from, uh, your primary insurance carrier, and you can send any bills in the APL that that you have if the carrier provider is not willing to send it here but you can mail it.
[CUSTOMER][NEUTRAL] Um but that's OK if they don't.
[CUSTOMER][NEUTRAL] OK, so that was my thing because I've been paying um for it so like you know they say that I gotta give this amount at the time of visit I've been doing that.
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[AGENT][NEUTRAL] Yeah, so, right.
[AGENT][NEUTRAL] Right, yeah, because that way we can coordinate with any benefit that might be payable here, but we will have to have a copy of that bill.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] We will have to have a copy of that bill.
[AGENT][NEUTRAL] So you just tell them that you want a copy of your bill or anything even in previous because we do not have a timely filing limit you can send it in even if it was all the way back from your effective date [PII] so you can still send any of those bills in but like I said, you just call your provider and tell them you need a copy of the bill that's got your diagnosis on it and your procedure codes on it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Any of those
[AGENT][NEUTRAL] So and then your primary EOB has to be attached so we can coordinate that but yes ma'am, you can send it in.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alrighty and I just get all of that from Blue Cross and Blue Shield.
[AGENT][POSITIVE] Yes, ma'am, or you and your doctor's office. Uh-huh, that's, that's, that's correct.
[CUSTOMER][NEUTRAL] And then send that in to you.
[CUSTOMER][POSITIVE] Alrighty, no problem, thank you for your help with that so I will be definitely doing that.
[AGENT][NEUTRAL] Well, well, yes, ma'am.
[AGENT][NEUTRAL] Oh, yes, ma'am. I always send it in. Yes, ma'am. Let us review it for anything that might, might be uh something that is payable here. Yes, ma'am. But is that all that I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, that will be it for right now, um, and thank you for that. Like I said, just because I thought it was like a provider link that we go to, so I was online trying to find it, and I said, you know what, I'm not seeing it. Let me call and ask you because it wasn't fully explained. It said give both cards.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Yes, ma'am. That's OK. Yes, ma'am.
[CUSTOMER][POSITIVE] But that is, I found, yeah, so thank you and be safe without bad weather you're having.
[AGENT][POSITIVE] Well, uh, well, you as well, yes, ma'am. I'm gonna try to do that and thank you so much, [PII], for calling APL. You have a great rest of your day.
[CUSTOMER][NEUTRAL] You do the same bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.