AccountId: 011433970860
ContactId: 7b314e1b-4fd9-4416-adbb-d128c0e9035a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 429640 ms
Total Talk Time (AGENT): 246143 ms
Total Talk Time (CUSTOMER): 109436 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/7b314e1b-4fd9-4416-adbb-d128c0e9035a_20250106T15:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. How are you doing, ma'am? I wanna know, uh, uh, the American Public Life uh insurance, does that cover dental and vision also?
[AGENT][NEUTRAL] OK, so you're wanting to find out what is, what you have as far as coverage with our company, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so you do have a policy, but you're wanting to verify what type of coverage you have. Yes, I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] With [PII], you want the payer ID or the group ID?
[AGENT][NEUTRAL] Neither. Just one moment. What is your name again?
[CUSTOMER][NEUTRAL] [PII]. Last name [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], what's your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Now, on your card that you have, you should have a policy certificate number or an in-hospital or outpatient number depending on the type of plan you have.
[CUSTOMER][NEUTRAL] It is uh in and outpatient.
[AGENT][NEUTRAL] OK. Either one of those numbers will be fine. The first part of both of those numbers, if you will notice is the exact same. So that is your policy number.
[CUSTOMER][NEUTRAL] OK, 02492005.
[AGENT][NEUTRAL] OK, thank you. One moment please, while I get your information pulled up and then I will need to verify several things with you first for security. So just a moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so first off, Mrs. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Also your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you and lastly I do need to add an email address on file for you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that was [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, yes.
[AGENT][NEUTRAL] OK, Mr. [PII], thank you. So, on this policy that you have with APL and I'm also going to give you a new policy number. You have a new number issued effective uh as of [PII] of this year.
[AGENT][NEUTRAL] And I'm also going to, well first off, have you ever set up your profile in our portal where you can have access to all of your information online?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I've never done it.
[AGENT][NEUTRAL] OK, well, I will actually, um, email you a user guide that gives you all of the instructions on how to set that up and the different things that you can do within the portal and the email that you will receive from him, Mr. [PII] is gonna come from care team at [PII].
[AGENT][NEUTRAL] And I will put APL on your subject line for you.
[AGENT][NEUTRAL] And your new policy number for your supplemental?
[AGENT][NEUTRAL] It's 258.
[CUSTOMER][NEUTRAL] Oh sorry hold on just a second, sorry.
[AGENT][NEUTRAL] Sure. Oh no, you're fine.
[CUSTOMER][NEUTRAL] 258.
[AGENT][NEUTRAL] Uh-huh. 36.
[AGENT][NEUTRAL] 36.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 2583636
[AGENT][NEUTRAL] 2583636. Yes, sir. Uh-huh, that is correct. Now, this policy is for your supplemental medical only. Um, you do not have a dental policy with APL and Vision is not one of our products.
[AGENT][NEUTRAL] So you can reach out to your human resources department to see who your coverage. Mhm.
[CUSTOMER][NEUTRAL] I have a question.
[CUSTOMER][NEUTRAL] Uh, for the gap insurance, this is only for like the insurance we got through the job, not private uh medical insurance, right?
[AGENT][NEUTRAL] This would be, you are able to have this type of policy because you have major medical coverage through your employer.
[CUSTOMER][NEUTRAL] OK, I no longer have medical insurance through them because they don't supply the medical needs my son needs.
[CUSTOMER][NEUTRAL] So I had to go get another insurance outsourced from Marketplace.
[AGENT][NEUTRAL] OK, so this policy then is, if you no longer are covered under the policy with your employer, then you would not be eligible for this coverage.
[CUSTOMER][NEUTRAL] OK, um, so.
[AGENT][NEUTRAL] We just have not received that notification as of now.
[CUSTOMER][NEUTRAL] OK, [PII], uh, they're charging me for it also.
[AGENT][NEUTRAL] Are you on Cobra?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I'm on APL American. I don't know what Cobra is.
[AGENT][NEUTRAL] No, sir.
[AGENT][NEUTRAL] OK, so you would need to reach out to you the human resources department regarding that.
[AGENT][NEUTRAL] Related to any premium that they are deducting for coverage that you have. Yes, so that would all need to go through your HR department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, uh, because when I called your number it says medical and dental, so I guess they only supply the medical.
[AGENT][NEUTRAL] Yes, so for this policy we have currently for you, this, we show this is for your employment with Toy, let's see, Toytech Motors.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] But it shows that you have their major medical coverage.
[CUSTOMER][NEUTRAL] Yeah, I don't have any medical insurance with them. I had to go to Marketplace because the medical insurance cover my son.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so yes, sir, this would, we show, because we show your primary insurance is AVMed. So if that is not correct, you will, yes.
[CUSTOMER][NEUTRAL] I did not I was you.
[AGENT][NEUTRAL] Then you will need to reach out to your HR department, so that this, they can notify us of that, so that this policy could be canceled.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yes, sir. You're very welcome. So is there anything else that I can help you with?
[CUSTOMER][POSITIVE] That's it I appreciate your time.
[AGENT][POSITIVE] Absolutely. You're very welcome and thank you again for calling APL.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] You too take care.
[AGENT][NEUTRAL] Oh, you too.