AccountId: 011433970860
ContactId: 7609e277-180b-4138-82a6-4467acf195cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318959 ms
Total Talk Time (AGENT): 119613 ms
Total Talk Time (CUSTOMER): 96534 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/7609e277-180b-4138-82a6-4467acf195cd_20250512T20:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] in Broker Resources. How are you?
[AGENT][POSITIVE] I'm doing good. How about you?
[CUSTOMER][NEUTRAL] I'm good. I have an insured on the line. His name is [PII].
[CUSTOMER][NEUTRAL] And his policy number is 1716855 and he's needing a little bit more explanation on the policy that he currently has. Do you mind speaking with him?
[AGENT][NEUTRAL] He just wants to know what type of policy it is.
[CUSTOMER][NEUTRAL] Like just more I guess he doesn't understand it just a little bit more explanation.
[AGENT][NEUTRAL] OK, did you verify all the demographics?
[CUSTOMER][POSITIVE] Yes, I did. I can give you his callback number as well.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, may I have that please?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Thank you and go ahead and you can transfer him.
[CUSTOMER][POSITIVE] Thank you. I appreciate you.
[AGENT][POSITIVE] You're welcome and thank you.
[AGENT][POSITIVE] Thank you for calling American Public Life Matter. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I, um, I'm having a vasectomy at the end of this month and I was just curious of how.
[CUSTOMER][NEUTRAL] That would uh go through with APL.
[CUSTOMER][NEUTRAL] On that end.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're just trying to see if that procedure is covered or where you're needing to know outpatient benefits.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Kind of both, yeah, I guess.
[AGENT][NEUTRAL] OK, let me check that for you.
[CUSTOMER][NEUTRAL] Because whenever I was reading it I just got, I got confused so.
[AGENT][NEUTRAL] And I'm pulling the information up for you now.
[AGENT][NEUTRAL] And for this policy, did she verify your mailing address as well?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and did the previous rep verify the email address for this policy?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And thank you so much, [PII] for verifying your policy. In regards to these benefits, it only covers sickness or injury if it's anything for preventative or wellness. This is not considered a covered benefit.
[CUSTOMER][NEUTRAL] Sickness or accident.
[AGENT][NEUTRAL] Sickness or injury.
[CUSTOMER][NEUTRAL] Or injury, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's with the med link or whatever?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yes, this is your supplemental, so what you could do, you may be able to contact that provider and have that provider to contact us. You will give them that information and they will verify specific codes and information for us to verify if that is considered, but this policy does only cover for sickness and injury.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yeah, um.
[CUSTOMER][NEUTRAL] So I fell down my stairs a couple weeks ago. Would I be able to file that with y'all?
[AGENT][NEUTRAL] As long as your, the provider that you went to did submit it to your primary insurance, and if that primary insurance stated that it was uh for your deductible co-insurance or co-pay, then we will review that and process it if eligible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right well thank you very much.
[AGENT][NEUTRAL] You're welcome and just to let you know, any time that a claim goes through your primary, then you would be able to submit that over but if you're just submitting that documentation with no primary EOB or the diagnosis code, that claim cannot be processed.
[CUSTOMER][NEUTRAL] OK, so it's gotta go through my insurance first, OK.
[AGENT][NEUTRAL] It always has to go through your primary, yes.
[CUSTOMER][POSITIVE] OK awesome well thank you very much for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life, [PII]. You have a great day.
[CUSTOMER][NEUTRAL] You too.