AccountId: 011433970860
ContactId: 47202e2e-2811-4367-a340-f5f32d57ea99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203899 ms
Total Talk Time (AGENT): 83130 ms
Total Talk Time (CUSTOMER): 82148 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/47202e2e-2811-4367-a340-f5f32d57ea99_20250409T20:37_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] Yes, I was calling to find out some information. I have secondary insurance at my job and it's American Public Life. And I'm trying to find out what I can use this for, the secondary insurance.
[AGENT][NEUTRAL] OK. Well, I can help you with your coverage. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, my name is [PII], and my phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. and Ms. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I have a group number 21089.
[AGENT][NEUTRAL] OK, um, hold on one moment. I can try to search in the group.
[AGENT][NEUTRAL] And you said your last name is [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] My date of birth is [PII] and my email address is [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And um so for your secondary policy, anytime you give um it it's medical only, and anytime you give your Aetna card, just give your APL card as well. Um, we pay towards the copay, deductible and co-insurance of covered charges after your primary insurance. So if you have to pay a co-pay somewhere or
[AGENT][NEUTRAL] Um, your deductible before service.
[CUSTOMER][NEGATIVE] But it's, it's not good, it's not good for blood work cause I went to Quest to have blood work done or some kind of study done, stool sample, and they sent me a bill 9 months later and saying insurance.
[CUSTOMER][NEUTRAL] Would not cover it. So I'm wondering if
[CUSTOMER][NEUTRAL] You guys would cover it APL.
[AGENT][NEUTRAL] If your primary insurance doesn't apply to the claim, we cannot apply to the claim. But um,
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I was looking at your policy and I don't see any coverage for like the independent labs, but if your um primary insurance didn't apply, then we, we were not allowed to apply because we're second to them.
[CUSTOMER][NEUTRAL] OK, that's all I wanted to know.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling APL Miss [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you. OK, bye.
[AGENT][POSITIVE] You're welcome. Bye bye.