AccountId: 011433970860
ContactId: c4114be4-bc63-42e2-ace5-3ac6e4c7cb65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 629619 ms
Total Talk Time (AGENT): 287188 ms
Total Talk Time (CUSTOMER): 204420 ms
Interruptions: 6
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/c4114be4-bc63-42e2-ace5-3ac6e4c7cb65_20250421T18:52_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], this is [PII] um from the care team. I have an agent on the line and she is saying that her and her group have received ID cards, but it has the wrong effective date on them.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh oh, on effective date. OK. And what's the group number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 24214
[AGENT][NEUTRAL] Let me pull it up, give me a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Come on computer.
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] 242-14 on the self-free group LLC. I do that right?
[AGENT][NEUTRAL] Are you there? OK. OK.
[CUSTOMER][NEUTRAL] Yes, correct. Her name is [PII].
[AGENT][NEUTRAL] [PII], OK, OK, you can send her over.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I didn't let her know I was gonna transfer so I'll just um let her know really quick.
[AGENT][NEUTRAL] Yeah, well, I mean, what we'll, what we'll do is send a have a request asking for new ID cards to be printed with the correct effective date, but yeah, I can talk to her.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, just a second.
[CUSTOMER][NEUTRAL] Hey [PII], I'm going to transfer you over to [PII] on the broker resources team, and she's going to take care of you today, OK?
[CUSTOMER][POSITIVE] OK thank you mhm.
[AGENT][NEUTRAL] Hi [PII], this is [PII].
[CUSTOMER][NEUTRAL] Hi, how are you? Hi there.
[AGENT][NEUTRAL] Good, how are you? So she said that the ID cards, OK, good, good. So she said the ID cards that you um received have the wrong effective date on them.
[CUSTOMER][POSITIVE] I'm good.
[CUSTOMER][NEUTRAL] Well, yeah, because we, everybody got a packet recently, all of our employees at their homes, and I just put my new one aside and I was just looking at it and different employees have been calling me because 51 is our new policy date and um it says for.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm sorry, 5124, which is the same as the last card we had so which is fine if that's I just wanna make sure that's the current one and I don't even see it online.
[AGENT][NEUTRAL] I noticed that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see, hang on a second, let me just look out here because I do see the 5151-2024 effective date of the actual effective date. So let's see, did you have any new ads for the 5-12025? I guess not yet because that's not here yet. OK, hang on, let me look at something real quick.
[AGENT][NEUTRAL] Go out here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see if they finished this.
[AGENT][NEUTRAL] Yeah, I'm gonna have to double check with my business just to make sure, um, I mean those are the effective date if that's the effective date I'm assuming that would be the same because they didn't change the policy number or anything, um, but I need to double check on that because I'm not.
[AGENT][NEUTRAL] Not 100% sure.
[CUSTOMER][NEUTRAL] OK, I just wanna make sure everybody's carrying the current card and when they're making appointments in May that they make sure that their doctor has the current card, although it doesn't look like anything is changing as far as our, even though we made some changes to our policy, um, and we have some um writers and so on. I didn't know if that affected anything.
[AGENT][POSITIVE] Exactly.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, let me.
[AGENT][NEUTRAL] Let me, let me just go on this one person's account and look and see because usually what they'll do is they'll, I know if there is any significant changes they'll usually issue a new policy number sometimes so let me just look and see.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And just one person to make sure they don't have any new policy numbers out here. If they don't, that should be correct, but I'll still wanna double check.
[AGENT][NEUTRAL] OK, policy.
[AGENT][NEUTRAL] Avon's policy.
[AGENT][NEUTRAL] OK, so, yeah, OK, let's see, 2486629.
[AGENT][NEUTRAL] Effective [PII]. I don't see any.
[AGENT][NEUTRAL] New policy numbers that have been activated.
[AGENT][NEUTRAL] But then renewal, the renewal for this year is 5120 25, right? That's what I'm showing.
[CUSTOMER][POSITIVE] Mhm right yeah it's coming up right.
[AGENT][NEUTRAL] So what you have? OK, OK, yeah, let me just double check because at the moment I don't see we've issued any new policy numbers. I don't know if it just hasn't generated yet because the renewal hasn't gone in place technically effective. Um, let me check and what's your call back number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me just double check on that real quick and I'll give you a call back here in just a minute, OK? Mm, yeah.
[CUSTOMER][NEUTRAL] Um, and also I don't know if I'm now speaking to the right department, but I do have a question that a few, uh, people have asked. We have, and I don't know again if I'm speaking to the right area, but, um, we have a writer for durable medical equipment.
[AGENT][NEUTRAL] Mhm. Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I, and I know that our primary insurance has some requirements for durable medical equipment, and I understand that that it has to be equipment ordered by a physician and you know, the different, I understand their site. Um, so part of durable medical equipment is hearing aids that aren't implanted, which is one of theirs.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, if somebody has a hearing aid that is under their primary durable medical equipment and they qualify under that, then if it goes over to APL, does well APL pay towards that as they normally would?
[AGENT][NEUTRAL] Let's see, let me pull up the policy and let's see.
[CUSTOMER][NEUTRAL] Because we have a durable medical equipment writer, OK, effective 5 when we do, OK.
[AGENT][NEUTRAL] Yeah, let me see how it reads.
[AGENT][NEUTRAL] I don't know. I'll get somebody from claims sometimes they can tell by reading and we'll see.
[AGENT][NEUTRAL] What the
[AGENT][NEUTRAL] The durable medical equipment, equipment that can withstand repeated use and is not disposable and is used to serve a medical purpose with respect to treatment of an outpatient cover charge is applicable, is not useful to a person in the absence of sickness or injury and is appropriate for use and is primarily used within the home and is not implantable within the body and is covered under the other major medical.
[AGENT][NEUTRAL] That's how it's defined. Let me just look under exclusions.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Kind of broad.
[AGENT][NEUTRAL] Um, I'm gonna get with someone with claims on the line just to make sure because the way it's reading, I'm not sure exactly doesn't specifically say it, so let me get someone on the phone just one second.
[CUSTOMER][NEUTRAL] Oh, OK. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on Broker Resources. Um, I have got a broker on my other line, and we're going over some things and she asked me a question on a meddling on their medlink policy for this group. Let's see, let me give you the group number. It is 24214.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I can give you a policy number if you need to look at a policy.
[CUSTOMER][NEUTRAL] Yes, may I have that policy number please?
[AGENT][NEUTRAL] OK. It's 2,486,630.
[AGENT][NEUTRAL] She's asking if hearing aids are covered under the durable medical equipment writer. Like if, if it's covered by the major medical, does this policy cover that?
[CUSTOMER][NEUTRAL] The only thing that we wouldn't cover up on the DME is non disposable.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Non-disposable. OK, alright, no disposable hearing aid or non non-disposable. So, OK, that's what I needed. Thank you so much.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] You're welcome. Thank you for call um I'm sorry, go ahead.
[AGENT][NEUTRAL] You're fine. You too, bye bye.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] Mm bye-bye.
[AGENT][NEUTRAL] OK. Claims stated that as long as it's non-disposable, then, and it's covered by the major medical, then this policy would cover it. So obviously that's not a disposable item, so yes, that's something that should be covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not disposable. It's not implantable and it OK perfect thank you. So if you can let me know what to tell our employees about the cards, that would be great. That'd be very helpful.
[AGENT][NEUTRAL] Right. Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, absolutely, I will check on that and I'll get right back to you. OK, you're most welcome. Have a good day. Talk to you soon.
[CUSTOMER][POSITIVE] All right. Thank you very much. Thank you. All right. Have a good day. Bye-bye. You too. Bye-bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.