AccountId: 011433970860
ContactId: b75e0830-e2c9-4f36-935b-eb12e34f214c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 638640 ms
Total Talk Time (AGENT): 314149 ms
Total Talk Time (CUSTOMER): 174514 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/b75e0830-e2c9-4f36-935b-eb12e34f214c_20250313T19:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I had a question about a coverage.
[AGENT][POSITIVE] OK, I can help you with that.
[AGENT][NEUTRAL] And what type of coverage or do you have a policy number first? Let me see.
[AGENT][NEUTRAL] Let's get that pulled up.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Looking on the card to see if it says policy.
[AGENT][NEUTRAL] It may say certificate number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm, no, it says coverage individual group number.
[AGENT][NEUTRAL] S
[CUSTOMER][NEUTRAL] And it says plan med link select group med supplements.
[CUSTOMER][NEUTRAL] In hospital.
[AGENT][NEUTRAL] I that
[AGENT][NEUTRAL] Let's do the in hospitals. It should be the same as uh outpatient.
[CUSTOMER][NEUTRAL] Um, no, they're different.
[AGENT][NEUTRAL] Except for like the email.
[CUSTOMER][NEUTRAL] Uh, yeah, it's um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 022.
[CUSTOMER][NEUTRAL] 031.
[CUSTOMER][NEUTRAL] 05 M as in Mary, L as in Larry and then outpatient is 8.
[AGENT][NEUTRAL] OK, thank you. Yes, there's a saying that just that last part 7 and 8 just defines it as inpatient and outpatient. All right, so this
[CUSTOMER][NEUTRAL] OK, this would have been an outpatient.
[AGENT][NEUTRAL] All right, so Ms. [PII], um, let's do a little quick verification. Let's start by verifying your date of birth and then your address.
[CUSTOMER][NEUTRAL] OK, date of birth is [PII].
[CUSTOMER][NEUTRAL] And my home address is [PII].
[AGENT][POSITIVE] Wonderful. Excuse me, and let's verify the last bit of information. Let's verify your phone number and then your email address.
[CUSTOMER][NEUTRAL] OK, phone number is [PII].
[CUSTOMER][NEUTRAL] And email is [PII].
[AGENT][NEUTRAL] Oh, we need to update that looks like maybe it's your could possibly be a work email.
[AGENT][NEUTRAL] So, would you like to, would you like to update that email address?
[CUSTOMER][NEUTRAL] Oh, probably.
[CUSTOMER][POSITIVE] Yeah, that'd be great.
[AGENT][NEUTRAL] OK, can I have that again, please?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEGATIVE] OK, so that's [PII] I'm very hoarse. Let me start over, [PII].
[CUSTOMER][POSITIVE] Exactly.
[AGENT][POSITIVE] I'm glad you can understand me.
[CUSTOMER][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] All right
[AGENT][NEUTRAL] Let's see what we have here.
[AGENT][NEUTRAL] OK. All right. I am going to give you a new policy number. Uh, you all had a change in benefits last year, uh, [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] And I think that I must have.
[AGENT][NEUTRAL] And let me know when
[CUSTOMER][NEUTRAL] Hard because
[CUSTOMER][NEGATIVE] I don't think I got a new card when we renewed.
[CUSTOMER][NEUTRAL] OK, what's that new policy number?
[AGENT][NEUTRAL] OK, it is 251.
[AGENT][NEUTRAL] 8233.
[AGENT][NEUTRAL] 251-823-3
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Put that on that card and that way I always have it.
[CUSTOMER][NEUTRAL] OK. So I have.
[AGENT][NEUTRAL] All right. Um, and have you, go ahead.
[CUSTOMER][NEGATIVE] I had to have a breast biopsy done and they did it on an outpatient, but they sent me a bill for 8519 and that was what my regular insurance didn't pay, so would this not pick up the cover.
[CUSTOMER][NEUTRAL] Some or all of that.
[AGENT][NEUTRAL] OK, what I will need to do, Ms. [PII], and I do apologize, is I'll have to place you through to someone in benefits who can assist you with that better.
[AGENT][NEUTRAL] But real quick before I do, have you ever set up your online service center account? Because if you do, you can go in there and you can view the status of all your claims.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and you can also upload claims from there as well.
[CUSTOMER][NEUTRAL] Oh, OK, how do I do that? Oh, I see on the back.
[AGENT][NEUTRAL] Art
[CUSTOMER][NEUTRAL] Check claim status or register.
[AGENT][NEUTRAL] It, it's, it's I.
[AGENT][NEUTRAL] Yes ma'am you just go to that [PII] you click on sign in, excuse me, you'd be the very first circle that says something like I'm an individual with an APL policy and from there you would uh just enter the information requested like I believe it's gonna ask for your last name, your social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I may not ask for your social, uh, I'm not sure what I'll ask for, but just kind of read the information to the left and complete it on the right, and it will want that policy number if I'm not mistaken, um, so if you just complete that if you have any problems we can assist you with getting that set up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I can definitely I'll go in there as soon as I clock out from work today. I'll go in and set that all up.
[AGENT][POSITIVE] Alright wonderful and again if you have any problems whatsoever, do give us a call and we can help you with that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so certainly, so what I'm going to do now is place you through to um someone who can better assist you with claims and you're just wanting to see if this claim is going to be uh be paid for by your gap coverage, correct? OK, alright, well, miss [PII], before I transfer you, is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] I appreciate your help.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] No, you've taken care of a lot for me thank you.
[AGENT][POSITIVE] Well, you're welcome and thank you for calling the APL. I hope you have a fantastic day and give me just a moment while I uh provide them with your information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] You gonna let's see, is there a meddling.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Well, Ms. [PII]. This is [PII] in APL, an APL. Help me in customer service. How are you, dear?
[CUSTOMER][POSITIVE] I'm doing good. How about you?
[AGENT][NEUTRAL] I'm fine, thank you, ma'am. [PII], I have policy number 251.
[AGENT][NEUTRAL] I'm a horse, so 82, 33.
[AGENT][NEUTRAL] I did try to go through to the uh care team first, but everybody's on a call or at lunch.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is this the provider or the insured?
[AGENT][NEUTRAL] It is the insured [PII].
[AGENT][NEUTRAL] And Ms. [PII] just has a question about a claim um that she had done a biopsy on an outpatient uh basis. I told her about the online service center. She is going to uh get that set up tonight.
[CUSTOMER][NEUTRAL] OK, and did you verify any other information?
[AGENT][NEUTRAL] Yes ma'am, I did and the number she is sorry about that number she is calling from is uh the same one we have on file but I can still give that to you.
[CUSTOMER][NEUTRAL] OK, it's not showing one in the system.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And C U D A T, you don't see it?
[CUSTOMER][NEUTRAL] No, see, we pull it up on the [PII] screen.
[AGENT][NEUTRAL] Oh, well, let me give that to you, darling, cause I did not know that.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it is 317.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 507.
[AGENT][NEUTRAL] 0918.
[CUSTOMER][POSITIVE] OK, and thank you so much Ms. [PII] you can go ahead and transfer.
[AGENT][POSITIVE] Thank you, dear. Have a good day.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And same to you. Bye bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] It