AccountId: 011433970860
ContactId: 8fc0559a-5772-4726-ba24-7a22a3e56403
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 340279 ms
Total Talk Time (AGENT): 230438 ms
Total Talk Time (CUSTOMER): 96813 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/8fc0559a-5772-4726-ba24-7a22a3e56403_20250530T14:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. My name is [PII].
[AGENT][NEUTRAL] Yes, sir. Uh-huh.
[CUSTOMER][NEUTRAL] And I have coverage with you guys and I was calling I received the insurance cards, but I can't remember what what kind of coverage is this.
[AGENT][NEUTRAL] OK, Mr. [PII], so you're wanting to find out what type of policy you have with APL. Is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Yes, sir, I can help you with that. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what is that policy number please on your ID card?
[CUSTOMER][NEUTRAL] 026083 32.
[AGENT][NEUTRAL] OK, thank you. Give me a couple of moments please to get your information pulled up, Mr. [PII], and I will need to verify several things with you first, for security purposes and also any information that I provide for you today will be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then also your home mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that you gave me, Mr. [PII], is that the best phone number that we should have on file for you?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then lastly, I do need to add an email address for you. So what email would you like to have on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 93
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's [PII]. Is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, thank you. So this is a policy, um, this is a supplemental policy, Mr. [PII], to your primary health care insurance, and it is designed to help you with your co-pays, deductibles, and co-insurance amounts of covered services.
[AGENT][NEUTRAL] So when you go for medical services, you should always present your APL card along with your primary insurance card. Most providers will call us to verify your eligibility and get any benefit information for the type of service that you're having rendered to see if you have benefits for that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And they will also file the claims with us most of the time in the event that a provider doesn't file the supplemental insurance, you can do that and you could call us if that need arises and we'd be happy to explain how to go about doing that. Now on your ID cards or the document that your cards were attached to it talked about setting up your profile in our portal called the online service center.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And when you set that up, that's gonna give you access to your ID cards, your policy certificate, which has all of your benefit information in it, and you will be able to see claims that we receive on this policy and in the event that you do have to submit a claim yourself, you can actually do that by uploading your information into the portal.
[CUSTOMER][NEUTRAL] OK, now, so let me ask you this. I tried to log into that portal and didn't even create a log in name and it would not allow me, but the information that you just was asking me, that's that, that's what I was, that's OK, so I'm good to go now if I wanna log back in.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, sir, you should be able to log in because there's certain pieces of information that we have to have on file for security purposes in order for you to be able to set that up. So now that I've gotten your phone number and your email.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Added in, you should be able to set that up.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] OK, so now let me make sure I'm understanding you correctly and I can use this card for a copay.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Now, for office visits, this plan does not have benefits for office visits.
[AGENT][NEUTRAL] If you were to receive some type of treatment in a doctor's office, then yes, sir, that is something that we could review under this plan, under your outpatient benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or if you were to have, you know, an outpatient surgery, diagnostic testing, physical therapy, things like that. But uh just an office visit, that is not something that is covered by this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, would neurology be office visit? that way we consider offices? OK, OK, that's fine.
[AGENT][NEUTRAL] Yes, sir. Yes, for an office visit with a neurologist, yes, sir. That is something um that would not just be covered under here.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Cover. OK, OK.
[CUSTOMER][NEUTRAL] I understand now.
[AGENT][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] I just wanted to make sure what it was because I, I had received it last month and I was going through my mailing.
[CUSTOMER][NEUTRAL] Let me check this out, see what this is.
[AGENT][POSITIVE] Sure. Yes, sir. Well, you are certainly very welcome and is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] Appreciate you.
[CUSTOMER][NEUTRAL] I I think that's about it.
[AGENT][POSITIVE] OK, Mr. [PII]. Well, thank you again for calling APL and I hope that you have a wonderful weekend.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][POSITIVE] Uh-huh. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Yes.