AccountId: 011433970860
ContactId: 29f9c4dd-61e5-4a7a-b6d6-139a159dd11f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127139 ms
Total Talk Time (AGENT): 58590 ms
Total Talk Time (CUSTOMER): 44676 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/29f9c4dd-61e5-4a7a-b6d6-139a159dd11f_20250411T15:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi there, um, so I recently got the gap insurance and I was just wondering how does this work? because when I tried to show it to one of my, um, to my optometrist, they had no idea what it was. So is there something that I have to fill out the claim uh to you guys and I get reimbursed or like how does this work?
[AGENT][NEUTRAL] Normally when you visit a provider, you present the card as your secondary insurance carrier and they will follow with the primary. They will submit for you. If not, you would have to submit the claim yourself.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So if they don't do it or if I'm unable to present the card, I'm still able to process the claim after.
[AGENT][NEUTRAL] That is correct. You would need 3 items to submit your claim.
[AGENT][NEUTRAL] You would need your itemized bill from that provider.
[AGENT][NEUTRAL] You would need your major medical explanation of benefit.
[AGENT][NEUTRAL] And you would need a claim form, which you can obtain online at [PII] and you can file your claim.
[CUSTOMER][NEUTRAL] OK, and then let me ask you another question. I'm sorry, I'm just a little confused. So is this something that everybody accepts?
[CUSTOMER][NEUTRAL] Like if they accept your major carrier, they'll accept the gap insurance.
[AGENT][NEUTRAL] Most providers do. They can always call and verify if they're not familiar with it. They can always call and verify your benefits as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Awesome
[CUSTOMER][POSITIVE] Um, no, I think that's it. Thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.