AccountId: 011433970860
ContactId: 610b1a1c-69fe-4219-b718-57f3d97c4511
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 496540 ms
Total Talk Time (AGENT): 222420 ms
Total Talk Time (CUSTOMER): 177932 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/610b1a1c-69fe-4219-b718-57f3d97c4511_20250113T16:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, it's.
[CUSTOMER][NEUTRAL] So I got a, a, uh, doctor's appointment today. I just got this insurance, uh, through my, um.
[CUSTOMER][NEUTRAL] Trucking company that I work for Frey and Shilling, but yeah, anyway, I got this I got this policy with y'all and I'm looking at my um insurances that the
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do the cover. I see American pioneer life, but that's not the same as y'all, is it?
[AGENT][NEUTRAL] No, we're American Public Life Insurance.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] That's what I'm looking at. I'm trying to figure out because I don't see them as far as y'all having coverage.
[CUSTOMER][NEUTRAL] With, with them, so I'm trying to figure out how does that work or can y'all I don't even have no insurance cards for y'all yet.
[CUSTOMER][NEUTRAL] I'm trying to see how um.
[CUSTOMER][NEGATIVE] Who are y'all covered by or whatever cause if I can't go to the doctor and get no coverage, I don't see the reason to have an insurance.
[AGENT][NEUTRAL] OK. Do you have any sort of policy number, anything like that?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am, I do, give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The policy number is 256-9347.
[AGENT][NEUTRAL] Alright, let me pull this up here. Give me one second.
[AGENT][NEUTRAL] OK, and then what is your first name and last name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And then if I could just verify please your uh date of birth and address on file, please.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, thank you so much. And then it looks like the email address on file is [PII]. Is that still a good email address for you?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So first things first of all, I can email you an ID card and also put in a request to have one mailed to you if you haven't gotten one so I can send that to you that way you can take that with you to your provider, um, in regards to the benefits itself.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, are you looking just to see like if you go to the doctor's office, like what is covered and things of that nature?
[CUSTOMER][NEUTRAL] I'm looking to see that when I go to the the doctor's office, is American Public Life one of the insurances that they take?
[AGENT][NEUTRAL] Yeah, so you should be able to use this plan with any sort of provider. Um, there's not a network required to use it. The type of plan that you have is called the limited benefit medical plan, so a hospital indemnity plan. So any doctor's office should be able to take this, and when you go to the doctor's office, your plan is gonna pay $75 towards the visit.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] So you should be able to use it with whatever provider you have scheduled and not have any issues.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's what I was trying to figure out because when I go on to my.
[CUSTOMER][NEUTRAL] My chart website and I try to put in for my insurance and add insurance coverage. I just don't see American public life up there. I see American Income life, American Health and Life, American National Insurance, American Pioneer Life, American Postal Workers, but I don't see American public, so I don't want that to be an issue.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] Is what I'm trying to
[AGENT][NEUTRAL] Yeah, no, I mean, you, you shouldn't have any, like I said, any issues using it. It just pays a set amount like I said, depending upon what you're being seen for.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yes, with the, uh, if you don't mind me asking, it was a, a comprehensive coverage y'all had too, right?
[AGENT][NEUTRAL] You mean like a different plan being offered through your group?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, I believe it was a different plan also then also I just wanted to know how much the coverage is that they pay other than $75 is how much do they pay and what what the difference because I don't know if I wanted to get something different or whatnot.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Then that's $75.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] It was
[AGENT][NEUTRAL] Let me take, yeah, let me take a look at your group here one second.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You have plan one.
[CUSTOMER][NEUTRAL] And you did say that my primary care should take this insurance.
[AGENT][NEUTRAL] Mhm, yeah, yeah.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] So it doesn't look like on the other plan, um, the.
[AGENT][NEUTRAL] Office benefit is any higher, let me see.
[AGENT][NEUTRAL] It looks like the amounts that are higher on that other plan or for like outpatient and inpatient um accident and sickness like if you were, um, so outpatient, it's the plan you have the benefit max is $1000 on the other one it looks like it's $1500.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Whereas your plan, your inpatient benefit amount max is 1500 and the other one is 3500, so like for the inpatient, that's a higher amount like if you were admitted to the hospital, things of that nature it's gonna pay out more.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and under the outpatient, it is a higher amount that would fall under your benefits as far as like doctor's office visits and things like that. The plan you have right now, the most it's gonna pay out is $1000 in the calendar year, whereas it looked like the other one, the max is $1500 so it is higher.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that looks like the major difference between the two is your yearly maximums, not the actual benefit payment. It looks like the benefit amount is the same.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, yeah, that's kind of what I want to look at, so I guess I'm should be good. I'm gonna go ahead and take, thank you for this uh.
[CUSTOMER][NEUTRAL] Card right here I needed that so I can go ahead and take that to them and let them put that on file and go ahead on about business as far as you know my appointment today.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] No problem. Anything else I can check on for you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, that'll be it. What time y'all close today?
[AGENT][NEUTRAL] Uh, we close at [PII] Central time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, yeah, that's good alright thank you.
[AGENT][POSITIVE] My pleasure. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye-bye.