AccountId: 011433970860
ContactId: 2f7b1fda-af70-41f3-a7b6-b6af2de3c47c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 545169 ms
Total Talk Time (AGENT): 160888 ms
Total Talk Time (CUSTOMER): 291092 ms
Interruptions: 3
Overall Sentiment: AGENT=2.2, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/2f7b1fda-af70-41f3-a7b6-b6af2de3c47c_20250609T18:57_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] Yes, my name is [PII]. I work for Superior Ski Trades. I'm trying to find out uh.
[CUSTOMER][NEUTRAL] Why my, what I, I don't really know. I go to my doctor, I get a testosterone shot, they tell me to call you to find out what my benefits are.
[CUSTOMER][NEGATIVE] Uh doesn't make good sense to me, but.
[CUSTOMER][NEUTRAL] I pay for insurance so I don't know what the hold up an issue may be.
[AGENT][NEUTRAL] OK, may I have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have your policy number?
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] Policy number.
[AGENT][NEUTRAL] It would be your outpatient benefit certification number.
[CUSTOMER][NEUTRAL] I have an employee ID number and medical coverage uh.
[CUSTOMER][NEUTRAL] I don't, I don't understand what number you're looking for. I'm sorry.
[AGENT][NEUTRAL] It would be outpatient benefit cert or inpatient benefit cert number that I would need.
[CUSTOMER][NEUTRAL] I, I, I'm outpatient.
[AGENT][NEUTRAL] OK, it should be a number that is listed on your card that says benefit cert number.
[CUSTOMER][NEUTRAL] Benefits in a card EDI number or.
[CUSTOMER][NEUTRAL] This is 90 degree benefits correct?
[AGENT][NEUTRAL] OK, so you
[AGENT][NEUTRAL] This is American Public Life, but we do do medical for that. May I have your social, please?
[CUSTOMER][NEUTRAL] [PII]. I have that card pulled up in front of me now. What number were you looking for policy number or group number?
[AGENT][NEUTRAL] It would be policy number or it would, it should start with a 01 or 02.
[CUSTOMER][NEUTRAL] 0262.
[CUSTOMER][NEUTRAL] 2250.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And could you please verify your date of birth with me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I do need to verify the mailing address that is listed on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And it does look like we do have an email address listed. Could you verify that for me please?
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][POSITIVE] And thank you so much for verifying your policy. You were calling in to see what type of benefits that you have with us?
[AGENT][NEUTRAL] And is this for office or?
[CUSTOMER][POSITIVE] Actually I wanted.
[AGENT][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Yeah, it's an office visit. I'm hitting, I'm getting testosterone shots.
[CUSTOMER][NEUTRAL] That's all it is. I just, you know.
[CUSTOMER][NEUTRAL] When I went to pay for it they said that contact my insurance and find out what about the benefits, you know, I mean.
[CUSTOMER][NEGATIVE] For you to read off my benefits right now it's kind of ridiculous I would think, but.
[CUSTOMER][NEUTRAL] Who am I to say?
[AGENT][NEUTRAL] OK, I can give you the benefits, but we still will have to speak with the provider to verify the benefits or receive the claim from them to even process the claim.
[CUSTOMER][NEUTRAL] You that the provider being the doctor you're saying?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is that is that who you're referring to? OK, my doctor's office just called you not long ago they called me back and said that I need to call you guys.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Man, oh man, I tell you what, the inconvenience of all of this, you know, isn't there anything simplified? Can't my doctor just call you, get clarification and be done with this, or I, I don't understand why dealing with doctors and insurance is such a chore, I mean.
[AGENT][NEUTRAL] That's normally what the provider does. They contact the insured, we verify the policy and benefits, and then they will submit the claim over. So I'm not exactly sure what misinformation was given to you, but that's normally what we would do.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] The the provider told me to call you guys and find out what my benefits are.
[AGENT][POSITIVE] OK. I don't mind giving you the benefits.
[CUSTOMER][NEGATIVE] Evidently she had some kind of a problem.
[CUSTOMER][NEUTRAL] Well, honey, I don't, I'm not, I'm not trying, first of all, I am not trying to be rude to you at all.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] This is the back and forth kind of.
[CUSTOMER][NEUTRAL] Stuff, let's put that you go through when you do not work for the insurance company or a doctor's office. I went to the doctor's office. I had a a testosterone shot. I gave them my insurance information. She called me back and said, I contacted your insurance. You need to call and find out what your benefits are.
[CUSTOMER][NEGATIVE] I can't justify or complain or say anything about anything because it doesn't make sense to me.
[CUSTOMER][NEGATIVE] Do I need to call the doctor back and just have I mean they did what they're supposed to do they contacted my insurance company.
[AGENT][NEUTRAL] OK, I'm not seeing anything noted stating that we have received a call from a provider.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And that's that so that that's.
[AGENT][NEUTRAL] But if, if you would like for me to give you the benefit, go ahead.
[CUSTOMER][NEGATIVE] Uh, uh, you, you can give me benefits and, and I, I, I understand that. I hear you, but it all I'm asking is don't you guys pay for testosterone shots, yes or no and I don't understand why my doctor had an issue. I will call them back and tell them, you know.
[CUSTOMER][NEUTRAL] There, there's nothing easy about dealing with doctors' offices anymore these days or insurance companies, so.
[CUSTOMER][POSITIVE] I will call them back and have them call you guys again.
[CUSTOMER][POSITIVE] So that's that's all you're telling me to do that's that's what I need the plain and simple, you tell me what to do and I will try to get it taken care of.
[AGENT][NEUTRAL] Yes, you could have them to call us now. I am going to inform you if with the card they're going to speak with 90 Degree, which is benefiting the card first, and then they will get transferred over to us. Now it could be that they spoke with 90 Degree and they may have had some information that they couldn't get, but we haven't spoken with the provider.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You wanna know
[CUSTOMER][NEUTRAL] What you know what what you just said explains everything whether you realize it or not because I called up 90 degree.
[CUSTOMER][NEGATIVE] And they said, well you need to talk to your insurance company, OK, what the hell? She and then before I hang up the phone, she, oh, would you like for me to uh.
[CUSTOMER][NEUTRAL] Connect you with them, you know, shouldn't it just be the procedure if somebody called shouldn't they just send them over to you guys or?
[CUSTOMER][NEGATIVE] You know, I mean, common idiots out here on the street that that seems like it would be, yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's the, that's
[AGENT][NEUTRAL] That's why I'm saying I know we have, we normally wouldn't give that information, so that's why I said let me go ahead and just advise they may have spoken with 90 Degree. 90 Degree is considered your preventative wellness. We handle your medical side. So they may have spoken with 90 Degree and hadn't spoken with us, but they are more than welcome. And let me give you the the policy number for your medical with us. So when they do contact us, they would have that number. OK.
[CUSTOMER][NEUTRAL] So I will call
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Honey, I don't have anything to write it. I don't have anything to, I don't have anything to write it down on right now. I'm, I'm in Walmart getting ready to go to the pharmacy myself, but I will call the doctor, tell them to have.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 90 degree transfer to you guys and go from there.
[AGENT][POSITIVE] Yes, that will work.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I apologize to you for any aggravation, but I'm going to tell you it is.
[AGENT][POSITIVE] Oh, it's no problem.
[CUSTOMER][NEUTRAL] Makes you wanna take, you know it's it's ridiculous the the the beat around the bush kind of thing that goes on so I will, I will try to get it taken care of OK?
[AGENT][POSITIVE] OK. Well, I do wanna thank you so much, Mr.
[CUSTOMER][NEUTRAL] I'll have them call 90 degree and go from there.
[AGENT][POSITIVE] Yes, and thank you so much.
[CUSTOMER][POSITIVE] Thank you. Thank you for your patience too.
[AGENT][POSITIVE] Oh, no problem. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.