AccountId: 011433970860
ContactId: 82d3a827-eacd-4a29-b239-4202f442f3bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1066760 ms
Total Talk Time (AGENT): 445603 ms
Total Talk Time (CUSTOMER): 332513 ms
Interruptions: 5
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/82d3a827-eacd-4a29-b239-4202f442f3bb_20250225T14:49_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Morning, thank you for calling APO. This is So. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm calling, um, I'm trying to find out, um, for my husband. I'm trying to find out what coverages do he have, um, and I keep getting transferred so I now I'm trying to see if, if you could tell me what what is he paying for and then maybe I can figure out what kind of coverages he has.
[AGENT][NEUTRAL] OK. I can check and see um if I can find the information and see what we can do, OK? Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII] is [PII].
[AGENT][POSITIVE] OK, thank you Miss [PII].
[AGENT][NEUTRAL] And do you have a policy number?
[CUSTOMER][NEUTRAL] Um, I don't have a, I have the, uh, APL card.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I don't know if what you need. Let me grab my glasses. What you need is on this card or not.
[AGENT][NEUTRAL] OK. OK. When you're ready, if you can see a policy certificate number, that's what I'm what I'm gonna need, OK?
[CUSTOMER][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEUTRAL] I would just 1000 points get 3000.
[CUSTOMER][NEUTRAL] All right, let me put my glasses on and maybe I can.
[CUSTOMER][NEUTRAL] See what's on this car. We've been doing this insurance for the last, I don't know, 34 years and never use it.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Cause I don't never know how to use it. I can never get it clear.
[CUSTOMER][NEUTRAL] Understanding of what it covers.
[AGENT][NEUTRAL] Mm OK. And you're listed on the policy with him?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] On some of his coverages I am.
[AGENT][POSITIVE] No, OK, perfect.
[CUSTOMER][NEUTRAL] He got it through his job, through his job.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] Um, OK, so what I see on this card it says a group name, a group number, and a group affiliate.
[AGENT][NEUTRAL] OK, do you see any numbers starting with the 0 followed by seven digits?
[CUSTOMER][NEUTRAL] But I don't see
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see a 01415880.
[AGENT][POSITIVE] Yeah, OK, thank you. Let me pull that one.
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] And it's been since [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have your date of birth for security?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And you're trying to get because this one is a medical, so you're trying to get the benefits for the medical part?
[CUSTOMER][NEUTRAL] Well, I need to know, like, I mean, I guess I need that too, but I was trying to find out if he have what all stuff does he have? Does he have critical care? I remember, I think I remember when the, when I talked to the representative about doing critical care and short term disability for him and I know we did some life insurance policies, but I can never get a clear answer on what all we have.
[CUSTOMER][NEUTRAL] So he can file claims if he needs to.
[AGENT][NEUTRAL] Oh, so you
[AGENT][NEUTRAL] OK, so you need to know what type of policies he has besides um just knowing the benefits in particular, you just need to know what type of policies he has.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I need to know what type of policies you have, and then I can go from there if I need to file claims or anything, but I, I don't.
[AGENT][NEUTRAL] OK. Oh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Know what he have. We, he, we don't know.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, um, let me have your mailing address for verification.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. So basically he got this through universal Trucking, saying that that is a third party.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so they, they usually are the ones that will tell you like all the information regarding what policies like if he has cancer, if he has a critical illness, if he has a dental, if he has a life, all that is managed or handled by web TPA. I can tell you what we have in our system as APL, American Public Life.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then from there you can just call um Universal Trucking and they can tell you if he has any other policies besides the one from us which is.
[AGENT][NEUTRAL] APL American Public Life, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so with us, with American Public Life, for what I see here, um, he has the hospital indemnity plan, which is like a medical plan, but it is a limited plan. Office visits, um, ER visits, um, admissions, those are covered under the AHR, um, which is hospital indemnity plan. He also have a disability.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And um for details on the disability, we're gonna need him because it's just for him. So we cannot um release the details on the disability unless we're speaking to him, OK? Um, the accident policy.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it's an accident policy.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. He has a critical illness policy and a life policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so all those are with us.
[CUSTOMER][NEUTRAL] And is the, I know the, I know the disability one is just for him, but the accidental and the critical care, am I like a rider or something on there?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can check. Let's see.
[AGENT][NEUTRAL] Because there's some that are just offer for him only. OK, you are in the critical illness.
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me try this one.
[AGENT][NEUTRAL] And you are under the accident.
[CUSTOMER][NEUTRAL] And uh, OK, that's what I thought. And under the critical illness, um, is that, do that one carry a cancer policy?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let me check if it has cancer benefits, OK? One moment. But usually it does, but let me double check, OK?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Go back to this one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, the only one I can give you details on it is, is gonna be the hospital indemnity because it is not managed by us. We see it here, um, but we don't have the benefits on that one, but let me go ahead and get the critical illness pulled up. One moment.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] It's gonna be a minute. I'm waiting on the documents to upload, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How's
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK I'm still going through the benefits.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, it will be for invasive cancer. If it's invasive cancer, it will cover 100% of the benefit amount. If it's carcinoma in sight too, it will be um under.
[AGENT][NEUTRAL] 100% as well, um of the benefit amount and if it's skin cancer is 25%, not exceeding um 250%.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Of the benefit amount.
[CUSTOMER][NEUTRAL] All right. And
[CUSTOMER][NEUTRAL] Can you tell me what the benefit amount is?
[AGENT][NEUTRAL] OK, bear with me.
[AGENT][NEUTRAL] And I'm sorry, let me go back to the, the carcinoma in sight 2 is 25%. I do apologize. So the carcinoma in situ 2 is 25% and the skin cancer is 250%. I'm sorry, I was looking at it wrong. OK, let me go ahead and get the benefits. So the only one that pays 100%, it will be invasive cancer, OK? So let me go ahead and get that benefit. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] And the definition of invasive is considered like
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] In your inside of your body like any organs, blood, that's invasive. OK.
[CUSTOMER][NEUTRAL] I don't.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Um, so the critical illness benefit amount is, so for insured for a spouse, OK, for a spouse is 5000.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For insured is 10,000.
[CUSTOMER][NEUTRAL] OK, 5000.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 10,000 for insurance, OK. And uh.
[AGENT][NEUTRAL] So for him it will be 10,000, but for you it will be 5.
[CUSTOMER][NEUTRAL] All right. And um,
[CUSTOMER][NEUTRAL] What is, is, um, do you know if prostate is considered carcinoma in situ or invasive?
[AGENT][NEGATIVE] Usually, um, that will be invasive.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. And you said 5,0004?
[CUSTOMER][NEUTRAL] OK. All right. And skin, you said it's how much percentage, skin?
[AGENT][NEUTRAL] It's, it's not a percentage that one is gonna be a benefit amount of 250, and this is all just a verification of coverage, not a guarantee of payment, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Payment, right, right. OK.
[AGENT][NEUTRAL] Yeah, until we receive claims mhm.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] And you said I have to call the APL for the hospital indemnity plan part.
[AGENT][NEUTRAL] For the hospital indemnity plan, you need to call Web TPA.
[CUSTOMER][NEUTRAL] And how
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] TPA OK, OK. And how do you, if it turns out we need to file a claim, how do you file a claim for the critical illness?
[AGENT][NEUTRAL] Web GPA mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you will go to our website at [PII].
[CUSTOMER][NEUTRAL] Like AM.
[AGENT][NEUTRAL] [PII], yes, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh. [PII], is it [PII]?
[AGENT][NEUTRAL] And you
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, and you will click on claims and forms.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And you will get the claim form and it's gonna give you instructions on the first page on what to add with that form.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, and you say he will have to call back to get whatever coverages for uh disability.
[AGENT][NEUTRAL] Disability.
[AGENT][POSITIVE] Mhm, correct. Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Because that one is personal, so we cannot release information.
[CUSTOMER][NEUTRAL] All right. And
[CUSTOMER][NEUTRAL] OK, and the critical illness also cover any kind of parts, so how can I get a copy of the policy, I guess is what I need. Is there a way it could be emailed or?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check and see exactly how they manage this one. I know that uh the hospital indemnity we cannot send it that will be requested by that, um, by web TPA, um, but I can go ahead and see how we can send the documents on this one, but you can always go to our website and register. It's gonna be the same website.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And you will click on sign in and create an account and you can get the information like that as well, OK? But let me see how um this group handles the, the documents, OK? Do you mind holding for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah, so he said, uh, long on that.
[AGENT][NEUTRAL] Hello? Yes, OK. Um, yeah, I can go ahead and request for the paperwork to be sent out to you again if you have not received this. Um, we can go ahead and request that, but it, it is not a card, it's just papers, OK? So I'm gonna go ahead and send the request um for the critical illness one. Is that the one you need?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yes, and I, I'm creating an account on, I'm creating an account online, so if I can get it all there then that's fine. I could just do it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, you can. Um, once you register, uh, once you register the account, you're gonna see the, the policy numbers, all the policy numbers or all the policies you have with us. They're gonna be blue. If you see a blue number, you can double click that blue number and it's gonna give you a breakdown of your benefits or how you can use those benefits for each one of them, OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, well, that's what I'm, I'm doing now, so I can, I can um do that.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK. Do you have any other questions or concerns?
[CUSTOMER][POSITIVE] Alright, well thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Uh, I think that's it. Thank you. Uh-huh, bye-bye. Mhm.
[AGENT][POSITIVE] Yeah, OK, you're welcome and thank you for calling APL. Have a good day. Bye bye.
[CUSTOMER][NEUTRAL] Um, bye-bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] No