AccountId: 011433970860
ContactId: 65dfddd3-8930-413c-a32f-b09e770d49a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 609590 ms
Total Talk Time (AGENT): 287026 ms
Total Talk Time (CUSTOMER): 207997 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/65dfddd3-8930-413c-a32f-b09e770d49a0_20250127T16:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII] in customer service.
[AGENT][NEUTRAL] Hey [PII], how's it going this morning?
[CUSTOMER][NEUTRAL] Uh, I have a
[CUSTOMER][POSITIVE] I'm doing good. I have an insured on the line, Ms. [PII]. Um, she has been fully verified. Uh, she has a question about, um, using her intensive care writer on one of her policies.
[AGENT][NEUTRAL] OK, what is her policy number?
[CUSTOMER][NEUTRAL] OK. Her policy number is 768947.
[AGENT][NEUTRAL] 768947.
[CUSTOMER][NEUTRAL] I am already gonna
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Um, I'm already gonna go ahead and send her a copy of her policy certificate. Um, she just had a question about how would, um, since we don't provide ID cards for this type of policy, how would she kind of, um, show proof of that she has coverage to, um, any of her providers pretty much.
[AGENT][NEUTRAL] OK got you alright yeah can go ahead and send her over do we have a callback number too?
[CUSTOMER][NEUTRAL] Uh, no, I wasn't able um to request one. I just wrote down the one that, the one she's calling from.
[AGENT][POSITIVE] No worries, [PII].
[AGENT][POSITIVE] OK, if you wanna go ahead and send her on over I'm ready.
[CUSTOMER][POSITIVE] Thank you. Have a nice day.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi, this is [PII] over in customer care. Am I speaking with?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes, you are. How are you today?
[AGENT][POSITIVE] I'm good, [PII] how are you?
[CUSTOMER][POSITIVE] I'm great, thank you.
[AGENT][NEUTRAL] Good good um so I was speaking with [PII] in customer service and she was saying that you had some questions about the intensive care policy and just how you go about using it.
[CUSTOMER][NEUTRAL] Yeah, my my main que I know I have an intensive care policy, but it.
[CUSTOMER][NEUTRAL] It's been so long I was she's gonna send me a copy of all our benefits but I was, you know, if we needed it, how would we go about using it? I mean if we don't have a card.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so these particular policies we just unfortunately don't issue cards for so you can um just simply let them know that you have a policy with American Public Life and that it's an intensive care policy and then just give them the policy number, um.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] So it, it is cancer and intensive care, right? With an intense, I had cancer and intensive care writer and I still have that, don't I?
[AGENT][NEUTRAL] Yeah, so let me pull that. I was pulling up the policy here. Let's see, um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] It should all be the same. Nothing should have changed on here, but I'll just double check.
[CUSTOMER][NEUTRAL] I think one time since I've had this policy and I've been retired a while, uh, we upgraded.
[CUSTOMER][NEUTRAL] Something, but uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see one.
[AGENT][NEUTRAL] Yeah, so you do have correct the intensive care writer on it as well, um, so that's still on there, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] All they really need is a policy number um and they can contact us at the same number you called we'll verify your eligibility and benefits now if they're not willing to file the claims for you then it would be something that you would just send submit on your own, um, whether or not it fell under the cancer portion or the intensive care of both.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, uh, exactly.
[CUSTOMER][NEUTRAL] Well, I guess I can just get my policy and read it. You don't have to go over all that with me, but um, so we, OK, so basically just give them American Public Life with our policy number.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] OK, and that's just for.
[AGENT][NEUTRAL] And we'll give them
[AGENT][NEUTRAL] And that yeah it should suffice. I mean we can give them the payer ID on how to file claims we can give them the claims mailing address, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All of that for them to submit to get payment, you know, for any claims and stuff so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If they will.
[CUSTOMER][MIXED] Oh, but OK, well, I guess that's all my questions and I certainly appreciate it. What, um, how, how do my cancer benefits go? Do you have a kind of a.
[AGENT][NEUTRAL] Um, yeah, let's see here.
[CUSTOMER][NEUTRAL] Are they divided up?
[AGENT][NEUTRAL] I just need to find the schedule benefits page. Give me just a second here.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sorry for the hold [PII], it's just taking a moment for all this to load. It's so many.
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I know I know well if that's not available right now that's OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's all right. It just takes it a sec. Um, let's see here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the hospital confinement benefit, it looks like is $200 a day that it pays for the 1st 30 days.
[AGENT][NEUTRAL] Um, and then it says $400 per day thereafter. Um, it looks like it does pay for like drugs and prescriptions. There's a $50 per prescription that it would pay. It's a maximum of like $100.
[AGENT][NEUTRAL] Um, the surgical benefit, if there were any surgery, this would be for under cancer, um, the maximum would be like up to 3000.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] It does also have a benefit if there's a 2nd or 3rd surgery and it looks like it's $300 per diagnosis of cancer.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, pays 25% of anesthesia for a surgery.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then it has a prosthesis benefit. Um, it looks like it's a maximum of 1500 for a surgical implantation.
[AGENT][NEUTRAL] And then if it's non-surgical, it says 150.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, OK, well, that kind of gives me a just a base, and I appreciate that so much, um.
[AGENT][POSITIVE] Yeah, absolutely. When you get the, the actual um.
[AGENT][NEUTRAL] The policy and the mail, um, when you get to pages like 23 and 24, it'll break it down for you exactly for transportation, lodging, um, diagnostic, it breaks it all down for you, so.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK. OK, great.
[CUSTOMER][NEUTRAL] Um, so if we.
[CUSTOMER][NEUTRAL] Needed to update or change this in any way would we contact y'all?
[AGENT][NEGATIVE] Yes, because this, this is the self funded, you guys don't have this, do you have this through an employer or?
[CUSTOMER][NEUTRAL] Or would we
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I recently bought it through an employer, uh, kind of at, at, um, well, not through an employer, we bought it on our own, but, uh, the our, I work for the school board and they came out and did that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] But I was calling.
[AGENT][NEUTRAL] Yeah, if you're
[AGENT][NEUTRAL] If you're not with the school board then yeah you would go through us as far as like any changes or anything because you're paying um us directly now for the policy instead of it being like a payroll deduction type situation.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Well, great. Well, I certainly appreciate all of your help. You've been very helpful today and uh I hope you have a good day and I'll call you back if I need anything.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] All right, we'll be here, [PII] thanks for calling have a good day yourself.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye. OK.
[AGENT][NEUTRAL] Bye bye.