AccountId: 011433970860
ContactId: 7fcc2c1d-0477-404d-a625-a1dc55cc44d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209029 ms
Total Talk Time (AGENT): 102690 ms
Total Talk Time (CUSTOMER): 106340 ms
Interruptions: 3
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/7fcc2c1d-0477-404d-a625-a1dc55cc44d7_20250217T14:50_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thanks for calling [PII] speaking. May I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, um, I was calling cause, um, I'm trying to find an orthopedic doctor and everyone seems to not even know what a American public life insurance is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I want to, you can assist me with finding an orthopedic, um, and also wanted to know if I have to actually see a doctor to see an orthopedic or just how to move forward to seeing orthopedic with this insurance.
[AGENT][NEUTRAL] OK, and ma'am, your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your policy number, please?
[CUSTOMER][NEUTRAL] I can give you my
[CUSTOMER][NEUTRAL] It's 02558867.
[AGENT][POSITIVE] OK, thank you so much. Give me one moment. And do you have a call back number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's the area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], to verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] [PII] email is [PII], my.
[CUSTOMER][NEUTRAL] Email address oh.
[AGENT][NEUTRAL] Mailing address. Yes, ma'am.
[CUSTOMER][NEUTRAL] My address, mailing address is [PII], and that's in [PII], I mean [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you so much. Give me one moment, let me see what's on your policy.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Well, with your policy, it's open, meaning you can go to any medical provider, uh, you may see a multi-plan provider and I can give you multiplan's phone number and our website, and they can verify if the provider you're searching participates with them. Uh, it's nothing that we handle or go, I'm sorry.
[CUSTOMER][NEGATIVE] So that's the thing, so, so, so that's, so that's the thing, they sent me. I already called the multi-plan number and they were able to send me a list of providers and I've called them providers and they, they've never heard of this insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. Well, the only thing we can suggest is you can insist with them to give us a call and we can verify your benefits because you do have office visit benefits under the plan, um, the type of policy, oh, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that, so but.
[CUSTOMER][NEUTRAL] So if I were to go to the um to an orthopedic, what would I have to pay for that day? Because all I'm wanting, yeah, would I have to, I, I wanna know what's covered.
[AGENT][NEUTRAL] Well, we cannot, uh, we only process claims after it's been um received, so we can't say how much you will have to owe, but you do, like I say, you do have office visit benefits on your plan and not a guarantee of payment. This is just a verification of your coverage. You have a benefit max of up to $100 per day for an office visit, up to 4 visits per year.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, up to 4 visits, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alrighty, well, that, that's good. I guess I'm gonna just keep trying and I have to take the card into them so they can actually see it and if they wanna call you, call you all then that'll work. OK, thank you.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. That's why I was saying to just uh insist that they give us a call and we can verify your benefits.
[CUSTOMER][POSITIVE] OK, sounds good thank you.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.