AccountId: 011433970860
ContactId: 34ccc5b6-a0d4-4302-8115-02a4ef22289c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 805960 ms
Total Talk Time (AGENT): 153149 ms
Total Talk Time (CUSTOMER): 441532 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/34ccc5b6-a0d4-4302-8115-02a4ef22289c_20250331T19:39_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], um, thank you for taking my call. My name is [PII], and I was just recently speaking with um a broker from Trinity Health, and they were working with me and they gave me a quote from, um, for some for medical insurance, uh including dental, with APL.
[CUSTOMER][NEUTRAL] And I just had some, and I, I just had some questions about wanting to verify that my primary care physician would be covered or be within what you call in-network um with APL and I tried to do this online and I saw where I could look up dentists, but it didn't show where I could look up medical providers.
[AGENT][NEUTRAL] OK, and I'm sorry, Ms. [PII], what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And who is your employer?
[CUSTOMER][NEUTRAL] So, I am uh recently retired.
[AGENT][NEUTRAL] OK and you said you were speaking with some brokers from.
[CUSTOMER][NEUTRAL] Trinity Health.
[AGENT][POSITIVE] Trinity Hill. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] If you don't mind holding just one moment, let me get you to the correct department, OK?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][POSITIVE] OK, very good. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] in care team. How are you doing?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] Good. I'm fine, thank you for asking. I have got a lady on the line, Ms. [PII], that was speaking with a broker from Trinity Health.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Regarding our policies and she was wanting to know if her primary care physician was.
[AGENT][NEUTRAL] In network, but
[AGENT][NEUTRAL] I'm not
[AGENT][NEUTRAL] Do you, does Trinity Health sound familiar?
[CUSTOMER][NEUTRAL] Um, well, I wouldn't know if it's a network, but let me take a look real quick.
[AGENT][NEUTRAL] If I could just get a policy, I could give her network information.
[CUSTOMER][NEUTRAL] Um, and what was the group you said the name was, or the, the
[AGENT][NEUTRAL] She
[AGENT][NEGATIVE] The broke, she said she was speaking with, yeah, [PII] Trinity Health.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm not seeing uh you said [PII] or [PII].
[AGENT][NEUTRAL] Uh, [PII] is the broker that she was speaking with.
[CUSTOMER][NEUTRAL] Oh, OK, so her name's just [PII].
[AGENT][NEUTRAL] No, her name is [PII].
[CUSTOMER][NEUTRAL] Um, the broker. Her name is [PII], I'm guessing.
[AGENT][NEUTRAL] Oh, she didn't, no, the, she didn't give me a broker name. She just said she was speaking with a broker from [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] The only [PII] I'm seeing, oh, I'm so sorry.
[AGENT][NEUTRAL] I, I just said I'm sorry, I wasn't understanding the question. I apologize.
[CUSTOMER][NEUTRAL] Uh oh, no, no, no, you're good. Um, the only person that I'm seeing the agency is [PII] Underwriters.
[CUSTOMER][NEUTRAL] Does that sound, it's in [PII]?
[AGENT][NEUTRAL] I mean, I don't know. I, she's just calling, you know, she said that she was talking to him about getting the APLA or APL products and
[AGENT][NEUTRAL] She's wanting to make sure that the, her doctor's in network cause I can't tell her. I don't know what policies they're talking about, so I can't give her network information.
[CUSTOMER][NEUTRAL] Yeah, have you tried lying the PIMEN screen and then getting her, her last name?
[AGENT][NEUTRAL] I mean,
[AGENT][NEUTRAL] Well, she doesn't have a policy yet. Yeah.
[CUSTOMER][NEUTRAL] Did you get her last name?
[CUSTOMER][NEUTRAL] Oh, she doesn't even have anything yet. OK, um.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm not sure.
[CUSTOMER][NEUTRAL] How to help her because I think we normally just do group um insurance instead of just like individual. She's with a group, um.
[AGENT][NEUTRAL] Well, that's
[AGENT][NEGATIVE] Do you, do, do you know who our broker is from Trinity? Uh, do we have Trinity Health? I reckon, I, I'm just, I, I'm at a loss.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] No, no, we.
[CUSTOMER][NEUTRAL] No, I know, I know. So the only thing that we have for Trinity and Lion is a Trinity underwriters.
[AGENT][NEUTRAL] Could I maybe
[CUSTOMER][NEUTRAL] I don't know if that's who it is, and I can, I can give you her.
[AGENT][NEUTRAL] Add her on the line to see if you can figure figure it out. I mean, I'll stay on the line I can answer the network information if I can get a product.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Would that, would that work? All right, let me get her on the line. Thank you, [PII].
[CUSTOMER][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Ms. [PII], thank you for your patience. I have [PII] on the line with us. She's trying to help us, um, figure out what type of products and who that would be through. She's just gonna try to figure out how we can assist you further, OK?
[CUSTOMER][NEUTRAL] Sure, OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[CUSTOMER][POSITIVE] Hey [PII], doing good, thank you for taking my call. Absolutely, so I'm just trying to figure this out so you spoke to someone from [PII], is that correct?
[CUSTOMER][NEGATIVE] Yes, and it's, it's sort of, um, it's a very convoluted way that I got to you, um, and not to get into too much of the weeds, but basically, um, I, my insurance with my company will run out they've they've been covering uh COR for me for 6 months.
[CUSTOMER][NEGATIVE] Um, I left the company at the end of last year and so that's gonna run out at the end of May and so I need coverage starting [PII]. Well, so I was going to the marketplace online at [PII] and they could never give me any information because I was farther than 60 days out.
[CUSTOMER][NEUTRAL] So I had a name and a number of a of a person that I spoke to then and he said call me back when you're about 60 days out and I will help you so I called that number today and then that person of course was not there so I spoke with somebody else there and I believe they're just a broker um and and was a company called Trinity Health, but the way that I got to that broker was through the [PII].
[CUSTOMER][NEUTRAL] Right, OK, um, and so are you want today he provided a quote today today [PII] from Trinity Health provided a quote and they said it was through American Public Life.
[CUSTOMER][NEUTRAL] APL
[CUSTOMER][NEUTRAL] OK, it was a it was a month to month coverage, etc. and uh told me about the copays, um, and then told me what my monthly premium would be, but what I was just trying to confirm is whether or not my primary care physician would be.
[CUSTOMER][NEUTRAL] Uh, covered, you know, would be considered in network for this plan that he gave.
[CUSTOMER][NEUTRAL] And he gave you a medical plan or was it a gap insurance plan?
[CUSTOMER][NEUTRAL] No, a medical plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, and what was his name? Are you, uh, do you feel comfortable getting your last name? [PII], and what is his last name?
[CUSTOMER][NEUTRAL] I did not get a last name sorry um no that's OK mhm.
[CUSTOMER][NEUTRAL] OK, let me, let me put you on a brief hold. Let me do some digging and I'll get back to you in a few minutes, OK?
[CUSTOMER][NEUTRAL] OK, so, so really what I'm just wanting to know is he said something about and it would, it would be an open network so that I could see any doctor I chose. So when I, but I called my doctor because they're part of this um Flowers Medical group here where I live in [PII], and I wanted to make sure that Flowers Medical Group actually accepted this insurance.
[CUSTOMER][NEUTRAL] Yeah, so the, to be quite frank with you, the reason I'm, I'm gonna do some research is, um, we do like gap insurance so that's like you have your major medical that ties in and then this will cover the difference between what your um major medical.
[CUSTOMER][NEUTRAL] Then pick up and what we um and what your cost is so that's kind of why I'm a little uncertain as to why he provided you with major medical so I just wanted to confirm with um a senior person on my team just to make sure I'm providing you with the right information.
[CUSTOMER][POSITIVE] OK, sounds good. OK alrighty thank you.
[CUSTOMER][NEUTRAL] Mhm thank you. I'll hold.
[CUSTOMER][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] I am. OK perfect yeah I just checked with the senior person on my team and they did confirm that we only do supplemental um insurance which is what I I explained to you where we just do like the difference between what your major medical doesn't cover and what is what you owe so um like if you're looking for like a Blue Cross and Blue Shield kind of insurance that wouldn't be through us so I don't know what he's quoting you um but I also don't want you to get.
[CUSTOMER][NEUTRAL] You're you're thinking that that would be major medical, it's just supplemental insurance.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK well I'm glad I called you then um I appreciate you getting you know clarifying that for me. I'll I'll reach back to them directly and yeah I I just wanted to make sure that I was providing you with the right information because I was like I don't know why a broker would provide that information if it wasn't correct.
[CUSTOMER][POSITIVE] Yeah, agreed. OK, well thanks so much, [PII]. I appreciate it. Of course you have a great rest of your day. Thanks you too bye bye.