AccountId: 011433970860
ContactId: 82f05604-9d29-4c23-864b-642959174cb0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 469839 ms
Total Talk Time (AGENT): 146219 ms
Total Talk Time (CUSTOMER): 293183 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/82f05604-9d29-4c23-864b-642959174cb0_20250122T20:40_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi, how are you? Uh, this is [PII]. Hello?
[AGENT][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Uh-huh. Yes.
[CUSTOMER][NEUTRAL] Uh, yes, I, I'm calling because um
[CUSTOMER][NEUTRAL] I mean, I call in the morning for the, for my member ID, you know, because I have an appointment today with the doctor, but they say that I don't have a I. This is United.
[AGENT][NEUTRAL] No, this is American Public Life Insurance Company.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And do I have that insurance to post, you know, when
[AGENT][NEUTRAL] United
[CUSTOMER][NEUTRAL] I'm sorry, when I entering.
[AGENT][NEUTRAL] Do you have United Insurance?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I don't know, um, you may have a policy with APL um how did you get our number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I'm sorry, what did you say?
[AGENT][NEUTRAL] How did you get the APL? You're speaking with American Public Life. Do you have a policy with us?
[CUSTOMER][NEUTRAL] Uh, yes, I guess so.
[AGENT][NEUTRAL] OK, so which policy are you calling about?
[CUSTOMER][NEUTRAL] Because you
[CUSTOMER][NEUTRAL] Um, medical.
[AGENT][NEUTRAL] OK, but is it the one with United Healthcare or the one with American Public Lives?
[CUSTOMER][NEUTRAL] Do you
[CUSTOMER][NEUTRAL] United Healthcare.
[AGENT][NEUTRAL] OK, so you're speaking with American Public Life.
[CUSTOMER][NEUTRAL] But I don't choose uh that insurance.
[AGENT][NEUTRAL] OK, then you, you have the wrong number then.
[AGENT][NEGATIVE] This is not united.
[CUSTOMER][NEUTRAL] And what is that? Do you have a United Healthcare phone number?
[AGENT][NEUTRAL] I do not. You may wanna reach out to your employer for that information.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm. Do you have a, do you have a policy for your employer?
[CUSTOMER][NEUTRAL] And with this
[CUSTOMER][NEUTRAL] Yeah, I have the policy number.
[AGENT][NEUTRAL] Yeah. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Do
[CUSTOMER][NEUTRAL] It's 02565796.
[AGENT][NEUTRAL] And spell your first name for me?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and your mailing address?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have an email address on file that you can verify?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Give me that one more time?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, got it. Thank you. And how can I help you today?
[CUSTOMER][NEUTRAL] Uh, I would like to know, I mean, can I go with any, any doctor with this insurance, or?
[AGENT][NEUTRAL] OK, so when I put
[CUSTOMER][NEUTRAL] Because I never heard about this insurance.
[AGENT][NEUTRAL] When I pull up the policy number that you provided, it is with American Public Life, which is who you're speaking with. Uh, this policy is a supplemental Metlink policy.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] Um, which is secondary to your primary, which I think you said is united.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So this is the primary, and then, you know, the second that.
[AGENT][NEUTRAL] This is the secondary.
[AGENT][NEUTRAL] This is the secondary.
[CUSTOMER][NEUTRAL] United is the secondary?
[AGENT][NEUTRAL] No, American Public Life.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I secondary united is primary.
[CUSTOMER][NEUTRAL] So United is the primary, the, the primary insurance?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so, I'm in the doctor right now, so what can I do? Because, you know, I'm supposed to have a, I was thinking, you know, that I have a united.
[AGENT][NEUTRAL] OK, and you do. You have, you have to have a major medical policy in order to have the meddling policy. Um, we can provide the doctor's office with our benefit, but then they would need to contact united to verify united's benefits. We don't have united's information. So we can go ahead and, and verify our benefits if you want to put them on the phone.
[CUSTOMER][NEUTRAL] So what can I do?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So you want to speak to the lady?
[AGENT][NEUTRAL] If, if she's wanting to verify your benefits, yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, but I don't think that you have the benefits, because anyway, you know, when I called, suppose, you know, when I called to United, you know, that's the policy number that they gave me.
[AGENT][NEUTRAL] OK, so where do you wanna go from here? Do you want us to verify your benefits with your provider or do you want them to contact United Healthcare?
[CUSTOMER][NEUTRAL] Well, if you want to speak to her, to see if they can see me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me just one minute, let me transfer her.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me just a minute.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, that
[CUSTOMER][NEUTRAL] [PII] unit primariocomelario pero queso que merela.
[CUSTOMER][NEUTRAL] OK, [PII], keep you busy.
[CUSTOMER][NEUTRAL] OK, give me just one minute, OK? I'm gonna transfer the lady.
[AGENT][NEUTRAL] Oh, OK. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello. Good afternoon.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, are
[CUSTOMER][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] Are you calling on behalf of the provider?
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] We're speaking for
[CUSTOMER][NEUTRAL] Yes, I'm calling from the doctor office. Um, my question is the patient coming to the office today, but I check on the eligibility on the portal of United Healthcare, uh, appears is not, is not in the in the system, you know, you.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] There's a term no result. Please review your search criteria including the payer name, paying ID and try again. So I didn't find the portal of the United the patient is eligibility with, you know, is it still a member for the United or no.
[AGENT][NEUTRAL] OK, so they do have you know, she, the patient has United Healthcare as her primary. You're speaking with American Public Life. We are the secondary carrier. We have a meddling supplemental gap policy.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK. You call, you don't you, OK, and what is the phone number for the United? Do you have any access to do that for me, please?
[AGENT][NEUTRAL] Yeah, we do not have any information for United.
[CUSTOMER][NEUTRAL] So they are not it's not united its state a secondario it's a good secondario, OK, but the united you the primary they don't know. OK, OK. The patient I'm going to call you related to the primary insurance. OK, thank you so much for your help.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, you're welcome have a good day. If no other questions, thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] You