AccountId: 011433970860
ContactId: a71eadd5-a696-40e0-b328-14459df22837
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350559 ms
Total Talk Time (AGENT): 216246 ms
Total Talk Time (CUSTOMER): 92474 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/a71eadd5-a696-40e0-b328-14459df22837_20250422T13:54_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] Hey Ms. [PII], um, I'm a new.
[CUSTOMER][NEUTRAL] Uh, person that uses your insurance and my doctor told me to call to see whether or not there was a network and because they said they never heard of this insurance.
[CUSTOMER][NEUTRAL] So, I'm calling to see to find out um
[AGENT][NEUTRAL] OK, so you're new to APO.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I am
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And you're needing to find out about network providers, is that correct?
[CUSTOMER][POSITIVE] That is right.
[AGENT][NEUTRAL] OK, so yes sir I can partially help you with this. What I'll have to do first is to pull up your policy information, verify some things with you for security, and then once I see the type of plan you have with APO I'll better be able to direct you regarding that question.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so first off, who am I speaking with, please?
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] OK, thank you. And Mr. [PII], what is a good callback number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] It is I got it right now policy number it is 02.
[CUSTOMER][NEUTRAL] 614-403
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] OK, Mr. [PII], I will need to verify, as I stated, several things with you first for security. So first off, if you'll please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Did you say [PII]? Is that correct?
[CUSTOMER][NEUTRAL] I did, I did. [PII]. Uh-huh.
[AGENT][POSITIVE] OK. OK. All right. All right, thank you.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK, also your home mailing address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number. Is that correct?
[CUSTOMER][POSITIVE] It is correct. Mhm.
[AGENT][POSITIVE] Thank you. And lastly your email address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So, Mr. [PII], at this point, have you created your profile in the APL online service center? It talked about that on your ID cards. OK, good. All right then.
[CUSTOMER][NEUTRAL] I have.
[AGENT][NEUTRAL] OK, so this supplemental policy, Mr. [PII], that you have, it does not have a network associated with with it. It would just follow what your primary insurance company has as far as network, but it, your APL policy, there is no network.
[AGENT][NEUTRAL] So that means you can select any, that means you can select any provider with this policy.
[CUSTOMER][NEUTRAL] What does that mean?
[AGENT][NEUTRAL] You do not have a certain list of doctors.
[CUSTOMER][NEUTRAL] OK. OK, when I called my primary doctor, they said that my, uh, they, I mean, they never heard of this insurance.
[AGENT][NEUTRAL] Yes, sir. This is a supplemental policy. So again, there is, it is a supplement to your primary insurance. So you would just need to follow the guidelines as far as network providers for your primary insurance.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, so, OK.
[AGENT][NEUTRAL] But not with APL. Yes, sir.
[CUSTOMER][NEUTRAL] OK, so this is supplemental. I got you, so I guess I'm waiting on my primary information to come in the mail then.
[AGENT][NEUTRAL] Correct. So what you will always do, Mr. [PII], is to present your APL ID card along with your primary healthcare insurance card when you go for medical services because most medical providers will call to verify that you are eligible, you know, that your policy is active with us, and I see your policy will go into effect according to our records, [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh, I thought it was [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, well, maybe it's OK.
[AGENT][NEUTRAL] Yeah, this does show [PII], but yes, sir, just always present both because most providers in addition to calling to verify eligibility and ask any type of, you know, additional benefit type questions that they may have, they will also file.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Most of the time, they will file both of your insurances, your major medical and then the supplemental. In the event that for some reason the provider does not file your supplemental coverage, you can do that. You can actually even submit that through the online service center since you set up your profile, but if that need ever arises, you can call us and we could give you the information on how to go about doing that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, is there anything else that I can help you with this morning?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, ma'am, you've been, you've been wonderful.
[AGENT][POSITIVE] Oh, well, thank you. It was my pleasure in speaking to you and trying to help you today. So, if that is all I can help you with, thank you so much for calling APL and I hope that you have a very nice and safe day.
[CUSTOMER][POSITIVE] You as well. Again, thank you, ma'am.
[AGENT][POSITIVE] You're welcome, Mr. [PII], and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.
[AGENT][NEUTRAL] Bye bye.