AccountId: 011433970860
ContactId: 500399c0-57a5-4767-a6d4-8c12f83e69fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 619080 ms
Total Talk Time (AGENT): 130417 ms
Total Talk Time (CUSTOMER): 247951 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/500399c0-57a5-4767-a6d4-8c12f83e69fe_20250218T21:23_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] Uh, yes ma'am, my name is. I just had a couple of questions about my uh policy.
[AGENT][NEUTRAL] OK. I can barely hear you, but I understand you need, you have some questions regarding your policy.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right. I can help you with that. Do you have your policy number available, please?
[CUSTOMER][NEUTRAL] Yeah, no, that's that's.
[CUSTOMER][NEUTRAL] OK it is uh 025.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 06721
[AGENT][NEUTRAL] And what is your name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you, Mr. [PII].
[AGENT][NEUTRAL] And I'll be happy to assist you with that information regarding your policy. Do you mind verifying your.
[AGENT][NEUTRAL] Date of birth and current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Alright, and just to confirm, you said your date of birth is [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Alright thank you sir.
[AGENT][NEUTRAL] And what is the
[CUSTOMER][NEUTRAL] I'm sorry, it's hard to hear me. I got this waterproof case on this phone for.
[AGENT][NEUTRAL] That's fine. I just wanted to verify that to make sure that was correct in what we had. And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can you verify your Yahoo email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright thank you sir.
[AGENT][NEUTRAL] I do have your policy pulled up and I can understand you now. Um.
[AGENT][NEUTRAL] Are you wanting to know what benefits are covered on your plan?
[CUSTOMER][NEUTRAL] Uh, well, I'm at the, I went to the dentist about, uh, I wanna say end of December, and there was no issue with the dentist, uh, but I'm having trouble with my doctor. They're saying that they don't take it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Now, did they say why they don't take it?
[CUSTOMER][NEUTRAL] Um, they were saying that it was a um.
[CUSTOMER][NEUTRAL] Kind of like an out of network issue maybe uh because of what the plan of my car is.
[CUSTOMER][NEUTRAL] Yeah, it's not a major medical thing claim.
[AGENT][NEUTRAL] It is an indemnity plan, but there's no network on this policy.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] So that's why I was when you said that maybe a network issue I'm like.
[AGENT][NEUTRAL] There's, there's no
[AGENT][NEUTRAL] This policy does not participate in the network.
[AGENT][NEUTRAL] Meaning that you can go to any medical provider.
[AGENT][NEUTRAL] Let me see, let me see if they called in. Hang on just a second.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I don't see where any.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A medical provider has called in.
[AGENT][NEUTRAL] To check verification or eligibility.
[AGENT][NEUTRAL] Or network information.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Is, are you at the doctor's office now?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um, is there any way that I can speak with them or possibly they can call our office and we can verify that this or tell them that you're on the phone with me now?
[AGENT][NEUTRAL] And
[AGENT][NEGATIVE] Tell them there is no network participation on this policy.
[AGENT][NEUTRAL] See if that works.
[CUSTOMER][NEUTRAL] OK um.
[AGENT][NEUTRAL] Is there someone you can talk to and tell them that?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] I'm on the phone with her now she's saying there's no network, um, there's no network on the policy, so I have to be able to go anywhere, but, um.
[CUSTOMER][NEUTRAL] Is there a number that I can call and try to
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, well, um, I have a number.
[CUSTOMER][NEUTRAL] That you can reach them on, but.
[CUSTOMER][NEUTRAL] It's out of their hands, it's out of their like their hands at this point.
[AGENT][NEUTRAL] So out of their hands?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Sorry
[CUSTOMER][NEUTRAL] Well, not really out of hand, but it went big because, you know, it, it's not pulling up on that, so we did a little digging and was able to, um, get in touch with the this department to manage all of that stuff.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Is this a medical doctor's office?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my doctor because I just um
[AGENT][NEUTRAL] I can
[CUSTOMER][NEUTRAL] I just recently switched over. I got off of Blue Cross.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um, I'll tell you what, if you give me just a second, I can try to call the business office. I can get, if I can get somebody directly and I just wanted to call.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Absolutely. I'll be happy to talk to him. Thank you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh alright hold on
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so I'm gonna taking a doctor her and I was having trouble verifying my insurance, and they, the lady at the front desk gave me the business office number to call and verify, you know, my insurance.
[CUSTOMER][NEUTRAL] OK, hold one moment.
[CUSTOMER][NEUTRAL] What's your date of birth? [PII].
[CUSTOMER][NEUTRAL] What's your name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You kind of verify what insurance we have in our system.
[CUSTOMER][NEUTRAL] Uh, well, I, I have a new insurance since the last visit, and I was trying to, they was trying to pull it up in the system, but it wasn't pulling up. So they were saying that they more than likely wasn't able to accept me, but my insurance plan doesn't have any, uh, any networks on.
[CUSTOMER][NEUTRAL] I mean, the only one we have is at the BGL.
[CUSTOMER][NEUTRAL] No, I have, um, I have APL.
[CUSTOMER][NEUTRAL] No, I'm saying I'm saying what is the what is the member ID number? You have Blue Cross?
[CUSTOMER][NEUTRAL] Oh, it is um American Public life. OK, so you don't have Blue Cross anymore. No.
[CUSTOMER][NEUTRAL] OK, when did that turn? When did that end?
[CUSTOMER][NEUTRAL] Um, that ended.
[CUSTOMER][NEUTRAL] You live last year?
[CUSTOMER][NEUTRAL] July, hold one moment.
[CUSTOMER][NEUTRAL] OK, so you no longer have that Blue Cross. No, ma'am.
[CUSTOMER][NEUTRAL] What's the new insurance?
[CUSTOMER][NEUTRAL] What's your new insurance? American public life.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, did you scan the card in when you came in? Uh, no, ma'am. I had a picture of it, um, I told the ladies and they were trying to pull it in but they wasn't able to pull it up.
[CUSTOMER][NEUTRAL] Mm, I mean, I can try to other than that, I mean, did it say whether or not our doctor was in network?
[CUSTOMER][NEUTRAL] Oh, I don't have any I don't have, um, any network restrictions on it, on the plan.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I can try to pull it up um.
[CUSTOMER][NEUTRAL] OK, so actually, um, tell me what's on the card, what is it?
[CUSTOMER][NEUTRAL] Like spell it A, what is it?
[CUSTOMER][NEUTRAL] OK, well, um, they just came out of family thing that they have it, uh.
[CUSTOMER][NEUTRAL] Yes uh get off the phone. OK, then they have it? OK. Yes. All right, thanks. OK. Alright thank you.
[AGENT][NEUTRAL] Mr. [PII], is there anything else I can help you with today?