AccountId: 011433970860
ContactId: 44b62fa2-e386-47df-bdfa-e393b1627652
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264899 ms
Total Talk Time (AGENT): 105282 ms
Total Talk Time (CUSTOMER): 140198 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/44b62fa2-e386-47df-bdfa-e393b1627652_20250522T19:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling you from Amac Ventures. How are you doing?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][NEUTRAL] Very well, thank you. So, um, I enrolled in health insurance uh with United Healthcare, um, and then they had uh dental and vision, I guess, with other people because now I received my insurance cards and I'm confused. I just wanted to make sure it's part of um United Healthcare or uh you know, cause sometimes I get mail, uh, like in your post office and you're like what the heck is this?
[CUSTOMER][NEUTRAL] So I wanted to make sure that this is really you guys and you're connected to United Healthcare and this is through a group insurance from work.
[AGENT][NEUTRAL] OK, so do you have a policy number for the dental plan?
[CUSTOMER][NEUTRAL] Oh, this is dental, yeah, because it just says American Public Life. I mean, I read the whole letter. There's nothing here saying it's dental, but I do have a policy number I can give it to you. It's 02.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 624,010 and there is a group number as well.
[AGENT][NEUTRAL] OK. Can I just verify please your date of birth and address?
[CUSTOMER][NEUTRAL] Yeah, my date of birth is [PII] and the address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So it looks like the type of plan that you have with us is actually a secondary medical insurance. So this is a gap plan. Um, it's meant to bridge the gap between your major medical, which you said is United Healthcare, and um any out of pocket cost. So this plan will pick up any deductible, co-pay, co-insurance that your primary doesn't cover.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, um.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] So it's legit pretty much so this is uh related to United. If I can give you a suggestion because this letter that you guys send, there's nothing here saying um that is first of all, nothing here says it's dental, so I'm left wondering if this is vision or dental what the heck, or maybe it's somebody else trying to get me signed up for their business.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Yeah, it's it's neither. It's a medical plan. Um, it's, it's own, it's it's own entity. So I mean it does work with your United Healthcare, but we're not United Healthcare. I mean, APL is its own company entity.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So when will I use this when I need dental or vision?
[AGENT][NEUTRAL] No, ma'am. It's a medical secondary gap plan. So, you would use this for medical cost only, not dental or vision. Example, you have to go to your primary care doctor and you have an office visit, you would use your United Healthcare and then this as a secondary to cover any cost or if you were in the hospital.
[CUSTOMER][NEUTRAL] So this goes together with the UnitedHealthcare. That's pretty much what you're saying. What the UnitedHealthcare does not cover, you guys would cover with this.
[AGENT][NEUTRAL] That's what the purpose of this plan is, yes.
[CUSTOMER][NEUTRAL] OK, and I did sign up for this when I signed up for UnitedHealthcare, I suppose.
[AGENT][NEUTRAL] Yeah, I mean, the effective, I don't know cause I don't have any of your primary information. I can tell you the effective date on here is [PII] of this year.
[CUSTOMER][NEUTRAL] That you don't know.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I'll check with our accounting guy. I just wanna make sure because I was like what is this? So apart from this I probably will still get dental and vision with.
[CUSTOMER][NEUTRAL] The letters that have not arrived yet, I suppose. I don't know because we just moved everything [PII] to United Healthcare. It was a bit of a rush and now I'm getting all this um you know, um, mail that is and I'm like confused because, OK, so that makes sense what she said so uh I'll check with my accounting guy. He was not in right now, but um, OK, got it. So this is additional to United Healthcare, but it's not dental or vision.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Correct, yeah, it's just a medical gap plan basically.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well thank you so much for, for explaining that to me clarifying.
[AGENT][POSITIVE] You're welcome. I hope, I hope you have a good day.
[CUSTOMER][POSITIVE] You too have a blessed day bye.
[AGENT][NEUTRAL] Bye bye