AccountId: 011433970860
ContactId: 8c4b6753-760f-40df-8644-cf3872354e9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 376179 ms
Total Talk Time (AGENT): 202885 ms
Total Talk Time (CUSTOMER): 163851 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/8c4b6753-760f-40df-8644-cf3872354e9c_20250313T16:57_UTC.wav
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[AGENT][NEUTRAL] Hello, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I have a question. We got um about um.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] We've got cards in the mail we just signed up for um our benefits and stuff and um what is your company APL?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] American Public Life, um, are you asking what kind of policies you have?
[CUSTOMER][NEUTRAL] Yeah, because, um, we got cards in the mail, uh, you know, like there's a few of us that got cards and is it gap insurance or?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] So I can get yours pulled up and let you we do offer several different kinds of coverages um most of it is supplemental coverage um but I can get that pulled up and we could take a look um what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Oh great
[CUSTOMER][NEUTRAL] [PII] and the last name is [PII]
[AGENT][POSITIVE] Thank you and then uh really quick can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, and then I can go ahead and take that policy number um if you're looking at a card, it'll either say um member ID or in the hospital or outpatient certification number.
[CUSTOMER][NEUTRAL] Um, OK, I could do that. It's 02599277 [PII].
[AGENT][NEUTRAL] OK thank you and then just gonna verify some of your information [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Thank you so much for verifying that information. OK, so yes, this is a secondary medical policy. So it is designed to help with co-pay, deductible and co-insurance after your major medical pays.
[CUSTOMER][NEUTRAL] OK, copay, OK, so.
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] So how do I, how do I go about using this? So if I was going.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, say getting, uh, ultrasound. So if I go get the ultrasound, do I give them the, the card for the ultrasound?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, absolutely. So I would give, um, wherever you go for treatment going forward, give them both, of course your primary insurance and this infant as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it is unfortunately all the providers are a bit different. Some of them will not accept, uh, secondary or supplemental insurance. That doesn't mean that it won't be covered though. So if for some reason you run into anyone that won't file these claims for you, you can still file those claims yourself.
[CUSTOMER][NEUTRAL] OK, so how do I, how do I go about filing a claim then? Do I just, um, get a receipt from them or an EOB from them and then send it to you?
[AGENT][NEUTRAL] Yes, so, um, we would need the explanation of benefits from your primary insurance just showing, you know, that they did help, um, and then we would need the itemized statement.
[AGENT][NEUTRAL] That shows diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Diagnosis and procedure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, and as far as getting them to us we do have an online portal I believe there's a link on the card um if you go there you can create an account and you can simply upload claim information there it gets to us very quickly.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, OK. Oh, here. OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, so, and I will say, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] All right, cause everybody
[CUSTOMER][NEUTRAL] Everybody got it and no one knew what it was for, you know.
[AGENT][NEUTRAL] Oh, that's crazy.
[CUSTOMER][NEUTRAL] Yeah, so.
[AGENT][NEUTRAL] It's very nice to have, you know, of course, especially um if you've got quite a large deductible and you know with the copays and all of that um so I will say to create an account on our online portal the information you entered does have to match what we have in our system and we do not have an email address on file for you so I would have to add one if you were to create an account. Did you want me to go ahead and add one for you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh sure.
[AGENT][NEUTRAL] OK, I'm ready when you are. What would you like that email to be?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] I don't know if I should do my work one or this one,
[AGENT][NEUTRAL] It's completely up to you, um, that is just whatever you prefer. I know some people like using their work email to keep it all kind of together.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, why don't we do that and if I have to change it I will so it's um [PII].
[CUSTOMER][NEUTRAL] L I N D B E R.
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] Nova, N O V A.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that was just uh your first initial and then your last name but without the [PII] at the end, correct?
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] OK, [PII]. OK, I will get that added so whenever you go to create an account, that's the email that you would enter.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, your account.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, great, thank you for that information.
[AGENT][MIXED] You are very welcome. Did you have any other questions for me? I know it's a bit confusing.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] No, no, no, I think I got it, even the copay you guys paid too?
[AGENT][NEUTRAL] Yes ma'am, co-pay, uh, co-insurance and deductible. So even after that, um, deductible was met, um, if there's anything for co-insurance, this policy can help with that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, oh, cool, alright.
[AGENT][POSITIVE] Yes ma'am, yes, it's a very cool policy.
[CUSTOMER][POSITIVE] OK. I'm glad I signed up for that. OK. Great.
[AGENT][POSITIVE] Yeah definitely.
[CUSTOMER][POSITIVE] Thank you for your help.
[AGENT][POSITIVE] You are very welcome absolutely if you have any other questions feel free to give us a call back. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you. You too. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.