AccountId: 011433970860
ContactId: 83e8afc2-13df-4c01-9cfa-07332b42502f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292209 ms
Total Talk Time (AGENT): 125172 ms
Total Talk Time (CUSTOMER): 81805 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/83e8afc2-13df-4c01-9cfa-07332b42502f_20250129T15:58_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], I'm just uh calling to see if uh.
[CUSTOMER][NEUTRAL] If uh my OBGYN could accept my insurance, they told me to call. I have the policy number if you, if you need it.
[AGENT][NEUTRAL] OK, and that number?
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 560717
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Uh spell your first name for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you for verifying the information and you said that your provider, uh, what information is your provider requesting?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, my OBGYN, they didn't know if they, um,
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Since they wouldn't partner with y'all.
[CUSTOMER][NEUTRAL] Will my insurance still be accepted is what I was saying would you uh pay for my visit, mhm.
[AGENT][NEUTRAL] Oh, you mean it?
[AGENT][NEUTRAL] Yeah, there's no network affiliated with this policy. And so is this like a specialist office visit?
[CUSTOMER][NEUTRAL] No, it's just a regular, my regular OBGYN that I see every year.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so there is an office visit, uh, benefit under the policy, so they could submit the claim to American Public Life for review.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's it.
[AGENT][NEUTRAL] As far as the benefit, that's the benefit.
[AGENT][NEUTRAL] But they would just need to submit their itemized bill to APL.
[CUSTOMER][NEUTRAL] This is it. OK.
[CUSTOMER][NEUTRAL] OK, um, what type of policy is it if you don't mind me asking?
[AGENT][NEUTRAL] It it's a limited hospital indemnity policy. Do you have your ID card?
[CUSTOMER][NEUTRAL] Yeah, I got it right here. I had to print it out.
[AGENT][NEUTRAL] It should be, it should be on your card. Let me pull up your card.
[CUSTOMER][NEUTRAL] Group Hospital indemnity.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, that's the type of policy that you have.
[CUSTOMER][NEUTRAL] So what's the limitations on it?
[AGENT][NEUTRAL] Well, that's just the name of the product of the policy.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's a group hospital indemnity plan.
[CUSTOMER][NEUTRAL] OK, and what does the plan cover if you don't mind me asking?
[AGENT][NEUTRAL] Uh, several things. So it covers the office visit. Um, there is a surgical benefit under the policy if you had to have a surgery.
[AGENT][NEUTRAL] Um, there is, um, you have a health screening benefit under the plan, um, inpatient hospital benefit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] An intensive care benefit.
[AGENT][NEUTRAL] There is a um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So if you needed to have like a diagnostic exam.
[AGENT][NEUTRAL] And then the physical therapy is covered under this policy, speech therapy or occupational therapy.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, and that's, that's what the benefits are.
[CUSTOMER][NEUTRAL] OK, well, that's all I needed to know so I can just tell them they can submit a claim with you and that's it.
[AGENT][NEUTRAL] Correct. And um the address should be on the back of the.
[AGENT][NEUTRAL] Identification card as to where to mail the claim and if they want to verify your benefits they can call us and we can verify the benefits as I have done with you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All righty.
[CUSTOMER][POSITIVE] Well, that was pretty much it. Thank you. You were very helpful today. I appreciate you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, you're, you're welcome, [PII]. If you didn't have any other questions, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Uh bye-bye.