AccountId: 011433970860
ContactId: 97906cc2-aeab-43a8-90f4-afce866d0b57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236300 ms
Total Talk Time (AGENT): 93123 ms
Total Talk Time (CUSTOMER): 89360 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/97906cc2-aeab-43a8-90f4-afce866d0b57_20250528T13:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, how are you doing? This is [PII]. I was calling to see what primary care providers are in my area.
[AGENT][NEUTRAL] OK, and [PII], what is your policy number?
[CUSTOMER][NEUTRAL] Uh, one second while I look that up.
[CUSTOMER][NEUTRAL] Um, policy number I have is 2599406.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[AGENT][POSITIVE] Thank you one moment please.
[AGENT][NEUTRAL] OK, and Mr. [PII], verify your date of birth, mailing address and the email address, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, mailing address is [PII].
[CUSTOMER][NEUTRAL] And uh email address is [PII].
[AGENT][NEUTRAL] OK, thank you. Let me see.
[AGENT][NEUTRAL] Uh, with your policy, we don't have a network of providers, meaning that you can go to any medical provider, just present them with your card, that way they can call and verify benefits and eligibility, but we don't have a network.
[AGENT][NEUTRAL] Because you're not, uh, don't have a major medical plan with our company.
[CUSTOMER][NEUTRAL] Plan with her
[CUSTOMER][NEUTRAL] OK, so what umbrella are we underneath because every time I try to um
[CUSTOMER][NEUTRAL] Uh, give them the policy number and stuff like that for them to check it out. They always be like what uh company umbrella that were underneath them.
[CUSTOMER][NEUTRAL] Like it's a Blue Cross Blue Shield or?
[AGENT][NEUTRAL] Company umbrella.
[AGENT][NEUTRAL] No, American Public Life APL. We're not under any other company.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] They don't have no uh care providers? No, just, no, no care providers.
[CUSTOMER][NEUTRAL] I, um, can, sorry, can you say that one more time, uh, that I'll be able to go to any, uh, provider that should be accepted?
[AGENT][NEUTRAL] Uh, yes, sir. We don't have a network, so your policy is open to where you can go to any medical provider.
[CUSTOMER][NEUTRAL] That's crazy cause they're not taking it. Yeah, cause we keep um I, I keep uh scheduling for doctor's appointments so they keep saying that they're not allowed, they, they can't take the um
[CUSTOMER][NEUTRAL] Uh, they, they can't, uh, take the, the card.
[AGENT][NEUTRAL] OK. Well, the only thing we can suggest is that they call us so we can verify your benefits under the plan.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Like I said, we don't have a network, so we're not, they don't have to be in a network in order for your policy to cover.
[AGENT][NEUTRAL] Services.
[AGENT][NEUTRAL] Like for an office visit or if you're confined in a hospital, there's not like um a network you have to be under in order for it to be covered.
[CUSTOMER][NEUTRAL] OK. And can.
[CUSTOMER][NEUTRAL] Email you know doctor's list that you can go to.
[CUSTOMER][POSITIVE] OK. All right, well, thank you.
[AGENT][NEUTRAL] We wouldn't have a list of doctors since we don't have a network. Um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, well, I understand, thank you.
[AGENT][NEUTRAL] Uh, yes, sir. Um, and is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Yes sir.
[CUSTOMER][NEGATIVE] Uh, no, not at all.
[AGENT][POSITIVE] OK, well I thank you so much for calling APL. You have a great day.