AccountId: 011433970860
ContactId: 6f5cb755-5109-4628-90a7-db98c95a12ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 679460 ms
Total Talk Time (AGENT): 296842 ms
Total Talk Time (CUSTOMER): 306893 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/6f5cb755-5109-4628-90a7-db98c95a12ab_20250331T19:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in care team. How are you doing?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][NEUTRAL] Good, I'm fine, thank you for asking. I have got a lady on the line, Ms. [PII], that was speaking with a broker from Trinity Health.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Regarding our policies and she was wanting to know if her primary care physician was.
[CUSTOMER][NEUTRAL] In network, but.
[CUSTOMER][NEUTRAL] I'm not
[CUSTOMER][NEUTRAL] Do you, does [PII] sound familiar?
[AGENT][NEUTRAL] Um, well, I wouldn't know if it's a network, but let me take a look real quick.
[CUSTOMER][NEUTRAL] If I could just get a policy, I could give her network information.
[AGENT][NEUTRAL] Um, and what was the group you said the name was, or the, the.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] The broke, she said she was speaking with, yeah, [PII] Trinity Health.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not seeing a you said [PII] Held or [PII].
[CUSTOMER][NEUTRAL] Uh, Trinity Health is the broker that she was speaking with.
[AGENT][NEUTRAL] Oh, OK, so her name's just [PII].
[CUSTOMER][NEUTRAL] No, her name is [PII].
[AGENT][NEUTRAL] Um, the broker. Her name is [PII], I'm guessing.
[CUSTOMER][NEUTRAL] Oh, she didn't, no, she didn't give me a broker name. She just said she was speaking with a broker from Trinity Health.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me
[AGENT][POSITIVE] The only [PII] I'm seeing, oh, I'm so sorry.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] I, I just said I'm sorry, I wasn't understanding the question. I apologize.
[AGENT][NEUTRAL] Uh oh, no, no, no, you're good. Um, the only person that I'm seeing the agency is [PII].
[AGENT][NEUTRAL] Does that sound, it's in [PII]?
[CUSTOMER][NEUTRAL] I mean, I don't know uh she's just calling you know she said that she was talking to him about getting the APL gap or APL products and.
[CUSTOMER][NEUTRAL] She's wanting to make sure that the her doctors in network cause I can't tell her. I don't know what policies they're talking about so I can't give her network information.
[AGENT][NEUTRAL] Yeah, have you tried in line the PIMEN screen?
[CUSTOMER][NEUTRAL] I mean,
[AGENT][NEUTRAL] And then getting her, her last name?
[AGENT][NEUTRAL] Did you get her last name?
[CUSTOMER][NEUTRAL] Well, she doesn't have a policy yet. Yeah.
[AGENT][NEUTRAL] Oh, she doesn't even have anything yet. OK, um.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, I'm, I'm not sure.
[AGENT][NEUTRAL] How to help her because I think we normally just do group um insurance instead of just like individual, and she's with a group, um.
[CUSTOMER][NEUTRAL] Well, that's
[AGENT][NEUTRAL] I don't know.
[CUSTOMER][NEGATIVE] Do you, do, do you know who a broker is from Trinity? Do we have Trinity Health? I reckon, I, I'm just, I, I'm at a loss.
[AGENT][NEUTRAL] No, no, we.
[AGENT][NEUTRAL] No, I know, I know. So the only thing that we have for Trinity in Lion is a Trinity underwriters.
[AGENT][NEUTRAL] I don't know if that's who it is, and I can, I can give you her.
[CUSTOMER][NEUTRAL] Could I maybe
[CUSTOMER][NEUTRAL] Add her on the line to see if you can figure figure it out. I mean, I'll stay on the line I can answer the network information if I can get a product.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] Would that, would that work? All right, let me get her on the line. Thank you, [PII].
[AGENT][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Ms. [PII], thank you for your patience. I have [PII] on the line with us she's trying to help us, um, figure out what type of products and who that would be through. She's just gonna try to figure out how we can assist you further, OK? OK, thank you, thank you.
[AGENT][NEUTRAL] Hi [PII], how are you?
[CUSTOMER][POSITIVE] Hey, [PII], doing good. Thank you for taking my call.
[AGENT][NEUTRAL] Absolutely so I'm just trying to figure this out so you spoke to someone from [PII], is that correct?
[CUSTOMER][NEGATIVE] Yes, and it's, it's sort of um it's a very convoluted way that I got to you, um, and not to get into too much of the weeds but basically, um, I, my insurance with my company will run out they've they've been covering uh COR for me for 6 months.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Um, I left the company at the end of last year and so that's gonna run out at the end of May and so I need coverage starting [PII]. Well, so I was going to the marketplace online at [PII] and they could never give me any information because I was farther than 60 days out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] So I had a name and a number of a of a person that I spoke to then and he said call me back when you're about 60 days out and I will help you so I called that number today and then that person of course was not there so I spoke with somebody else there and I believe they're just a broker um and and was a company called Trinity Health, but the way that I got to that broker was through the [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, OK, um, and so are you wanting to
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so today he provided a quote. Today, today, [PII] from Trinity Health provided a quote, and they said it was through American Public Life.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] APL
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was a it was a month to month coverage, etc. and uh told me about the copays, um, and then told [PII]e what my monthly premium would be, but what I was just trying to confirm is whether or not my primary care physician would be.
[CUSTOMER][NEUTRAL] Uh, covered, you know, would be considered in network for this plan that he gave.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And he gave you a medical plan or was it a gap insurance plan?
[CUSTOMER][NEUTRAL] No, a medical plan.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and what was his name? Are you, uh, do you feel comfortable giving me his name? [PII], and what is his last name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah yeah, yeah.
[CUSTOMER][NEUTRAL] I did not get a last name, sorry, um.
[AGENT][NEUTRAL] OK, no, that's OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me, let me put you on a brief hold. Let me do some digging and I'll get back to you in a few minutes, OK?
[CUSTOMER][NEUTRAL] OK, so, so really what I'm just wanting to know is he said something about and it would, it would be an open network so that I could see any doctor I chose. So when I, but I called my doctor because they're part of this um Flowers Medical group here where I live in [PII], and I wanted to make sure that Flowers Medical Group actually accepted this insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, so, the, to be quite frank with you, the reason I'm, I'm gonna do some research is, um, we do like gap insurance, so that's like you have your major medical that ties in and then this will cover the difference between what your um major medical.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Doesn't pick up and what we um and what your cost is so that's kind of why I'm a little uncertain as to why he provided you with major medical so I just wanted to confirm with um a senior person on my team just to make sure I'm providing you with the right information.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][POSITIVE] OK, alrighty, thank you.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Mhm thank you. I'll hold. You are on hold.
[AGENT][NEUTRAL] Hi, [PII], how are you?
[AGENT][NEUTRAL] So I'm on a call with a lady named [PII], and there's also someone from the care team who forwarded along to me and um this lady went on to, what is the portal where you can find insurance.
[AGENT][NEGATIVE] Like a, uh, basically like a portal to find insurance cause she's losing insurance at the end of June.
[AGENT][NEUTRAL] Some, some, yes, yes. And so she got quoted by a man named [PII] for major medical through us.
[AGENT][NEUTRAL] That's what I'm trying to say to her and, and um she's like, I wanna make sure that my primary care doctor is with you guys. And I'm like, I need to confirm this because I'm pretty sure the only thing that we offer for that would be gap insurance that would coincide with her medical.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I just wanted to make sure I was providing her with the right information, and then the care team was like, yeah, I can look it up and see if we provide the major medical or the the primary care doctor and I'm like, am I the only one that's confused right now?
[AGENT][NEUTRAL] I know, I know.
[AGENT][POSITIVE] OK, perfect, thank you.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, perfect. Yeah, I just checked with the senior person on my team, and they did confirm that we only do supplemental um insurance, which is what I, I explained to you where we just do like the difference between what your major medical doesn't cover and what is, what you owe. So, um, like if you're looking for like a Blue Cross and Blue Shield kind of insurance, that wouldn't be through us. So I don't know what he's quoting you, um, but I also don't want you to get
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. Wow.
[AGENT][NEUTRAL] You're you're thinking that that would be major medical, it's just supplemental insurance.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, well I'm glad I called you then um I appreciate you getting you know clarifying that for me. I'll I'll reach back to them directly and.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Yeah, I, I just wanted to make sure that I was providing you with the right information because I was like I don't know why a broker would provide that information if it wasn't correct.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, agree. OK, well thanks so much, [PII], I appreciate it.
[AGENT][POSITIVE] Of course, you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks. You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.