AccountId: 011433970860
ContactId: 941379af-bfbb-4d5d-a16b-160b76da1354
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270910 ms
Total Talk Time (AGENT): 101861 ms
Total Talk Time (CUSTOMER): 94878 ms
Interruptions: 5
Overall Sentiment: AGENT=0.7, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/941379af-bfbb-4d5d-a16b-160b76da1354_20250410T12:26_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is Shylo. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling for information regarding benefits. Um, I have to do some physical therapy. My co-payment with my regular insurance is $80 so I want to know if the gap helps with any of those expenses.
[AGENT][NEUTRAL] [PII], can I have a policy number for you?
[CUSTOMER][NEUTRAL] Sure honey, that number is.
[CUSTOMER][NEUTRAL] 02597280 ML8.
[AGENT][NEUTRAL] Thank you, [PII], could you verify your mailing address and your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]. That was, wait, I already told you that. What was the other question you told me?
[AGENT][NEUTRAL] The date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And could you verify the email address that we have on file for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and a callback number just in case the call is disconnected is the [PII].
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] And you're calling to verify if your outpatient services will be covered.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what was the, the um place of service again? I apologize.
[CUSTOMER][NEUTRAL] It's a physical therapist office, um, yeah.
[AGENT][NEUTRAL] OK, so you have physical therapy benefits which falls under your outpatient benefits of $3000 per calendar day, and this is not a guarantee of benefits, just a disclaimer of the policies coverage. That's a good policy. You must have a high deductible plan on your major medical.
[CUSTOMER][NEUTRAL] I do. I have a $6000 deductible, so they, I don't have to pay a co-payment?
[AGENT][NEUTRAL] No ma'am, they should make sure you give them your gap card, yes ma'am, and they should submit a claim here once they receive your primary ELB from the um claim that they submit to the primary, then they send it here to American Public Life so we can cover what went towards your deductible copay or your co-insurance.
[CUSTOMER][NEUTRAL] I just give my gift card.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Perfect. And then my out of pocket or my coverage maximum with APL a year is how much?
[AGENT][NEUTRAL] It's $3000 per calendar day.
[CUSTOMER][NEUTRAL] Per calendar day? Holy smoke.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, that's good. That's why I asked that you have a high deductible plan.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][POSITIVE] Perfect. OK, honey, thank you so much for your help, and I've been procrastinating.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Not getting the therapy thinking I had to pay $100 every time I went. All right, thank you so much for your help.
[AGENT][NEUTRAL] No, that's why you have the gap insurance. You should have been called us.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] I know, I haven't had time, but I have to make time for myself. I'm taking care of everybody else but me.
[AGENT][POSITIVE] Well, hopefully, you.
[AGENT][NEUTRAL] Yes. And we pour out and pour out into others and drain ourselves and don't have anything remaining for ourselves, but you got to start pointing to yourself before you can point to others.
[CUSTOMER][POSITIVE] Yeah, OK, honey, thank you so much.
[CUSTOMER][POSITIVE] It's true sweetheart, you're absolutely right. Thank you so much for your help. You have a beautiful day, OK?
[AGENT][POSITIVE] This is a pleasure speaking with. Thanks for calling APL and you do the same. Goodbye.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Hey girl. Hey, mom.
[AGENT][NEUTRAL] Hey, my.
[AGENT][NEUTRAL] Hey, hey.