AccountId: 011433970860
ContactId: c83ff3ef-8e4c-4646-9d51-cf353bc3b742
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 687750 ms
Total Talk Time (AGENT): 422385 ms
Total Talk Time (CUSTOMER): 277605 ms
Interruptions: 9
Overall Sentiment: AGENT=1.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/c83ff3ef-8e4c-4646-9d51-cf353bc3b742_20250409T16:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, excuse me, I'm calling because I have, uh, set up an appointment with, um, an OBGYN, and I, they let me know that they were trying to um get the information for the insurance and said that they could not um identify me by my ID. So I just wanted to confirm with you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, I actually see that the medical ID is here and it's a little small and light so she may not have seen that but I just wanted to make sure I confirmed what ID number is associated to myself.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, OK, yes, um, and especially if you're a part of a multi plan it can get very confusing, um, so I can get up your policy, get that exact policy number through APL, um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no, it's OK. It's [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then [PII], before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you and then um let's go ahead and try uh that member ID that you've got um on the card we could see if that's correct.
[CUSTOMER][NEUTRAL] Yeah, so I think they tried the policy er number certificate certificate number that's 02510235.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that sure sounds like ours, give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, there you are, that's it, um.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] That that pulled you right up.
[CUSTOMER][NEUTRAL] So, so sorry.
[CUSTOMER][NEUTRAL] 02510235. OK, what about the medical ID number? Would that also be helpful for them to share?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm not quite sure what that is, [PII]. Would you mind giving that to me?
[CUSTOMER][NEUTRAL] Yeah, it's um uh the letter [PII].
[AGENT][NEUTRAL] Uh, yeah, OK, you don't have to go any further, um, I'm sorry, I didn't mean to cut you off, but, um, so yes, this is a part of a multi plan with that and this is where a lot of confusion comes in, especially with providers that is a separate policy number through they're called 90 degree benefits and they are different, um, obviously than we are and you could have you know separate benefits um outside of this policy through them.
[CUSTOMER][NEUTRAL] Then it's numbers from there. Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I believe that's gonna be more associated with like wellness benefits whereas this one is a hospital indemnity plan so it's more you know obviously something a bit more hospitalized um so if you would like that that might have been where the confusion was they might have given us that um and called us though.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So for good measure just so that you are aware of course uh the one beginning in [PII] that is American Public Life that's us and then that's your hospital indemnity the one beginning with D is 90 degree benefits and I can go ahead and give you their phone number um so that you or the provider, uh, you can go like get with them to check those benefits as well, um, so whenever you're ready I can give you that phone number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, what's the number?
[AGENT][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] [PII] mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and to reach 90 degree you would uh select you would select option one. The prompts can be a little bit confusing um so it's possible they even might have been meaning to try to call them because you can get us with that number as well with a different prompt.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so just for my clarity, um, just to be very honest, I'm so used to like traditional, uh, bigger name benefits and yeah this is, yeah, um, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Absolutely and this is quite a bit different, yes.
[CUSTOMER][NEUTRAL] The policy er number that they gave, that would be for like.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Like my physical.
[CUSTOMER][NEUTRAL] And so this would not include so basically I'm getting an I'm getting a like an OBGYN regular yearly look through is that considered wellness?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, yes, um, now if you would like I can get your policy pulled up and kinda give you a breakdown of these benefits just so you've got an idea, um, really quick though, I'm just gonna verify some information before we go any further, um, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and then uh last thing I need is the email address we've got on file for you uh looks like it's an MSN account.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, it's [PII], like my first name and then [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Perfect. OK, thank you so much for verifying that information and if you would like, I can also send you a copy of this policy, uh, so you've just got it for your records. It's very easy to read, um, but it does go in depth as to what is and is not covered dollar amounts, frequencies, um, with this kind of policy, in short, it's called, it's a limited indemnity medical plan.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] So what that means is it, you know, as opposed to traditional major medical, it pays a set dollar amount per covered procedure and or office visits instead of, you know, there's no percentages, um, no copays, no deductibles, anything like that, but it can be very specific as to what is and is not covered.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I do see you have a wellness benefit under this policy, so give me just a moment, let me see what that would be considered uh that wellness benefit would um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see that pays $75 per exam.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So let me check and see if there's anything specific as to what that entails.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Hey, hey, stop that. Sorry, that is not for you.
[CUSTOMER][NEUTRAL] Oh sorry, my dog's attacking the robot vacuum, so I have to stop him.
[AGENT][NEUTRAL] I was gonna ask if it was a dog.
[CUSTOMER][NEUTRAL] Oh yeah, it's always a dog.
[AGENT][NEUTRAL] OK, um, so yeah, the, the wellness exam does state that, um, you know, as long as it's a routine examination or any other sort of preventative test, um, so yeah, you could definitely still give them this information for that or.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm not trying to add to the confusion so I apologize, but if you ever run into a situation where a provider um you know they may say they don't accept this kind of insurance or anything like that you can still file the claims yourself you can absolutely still file these claims this plan is not affiliated with any sort of network or anything like that so it could be used anywhere it's really going to be up to the provider whether or not they choose to accept it.
[CUSTOMER][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] So I would still touch base with 90 Degree to see what additional benefits you might have for wellness, but this one can just go on top of it, you know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got you. Is there like some sort of card that I would get for wellness? I, I just, or 90 degree benefits. I just didn't realize it was like two separate things, so I don't know if like if there's a separate card and it makes things easier for like the providers or the, the, you know, medical offices to fill out.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Right, so again I'm not quite sure, but I do know that that policy number that begins with the letter D, that is your policy number through 90 degrees. I know that's that, um, but again that phone number, the [PII], um, it can get you to us, it can get you to them, um, so it's very confusing but that is affiliated with them.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Let me just double check what.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Oh, OK, the customers that's.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So sorry I'm just trying I'm just trying to figure out like the best what would be like the less confusing in the future for, for these so is there a reason like the 90 degree benefits number is not included on this card? Like I just that's I think that's why I'm getting a little bit confused is like I know that the, you know, the, the insurance person is checking all these numbers and this yeah this 800 numbers. Mhm.
[AGENT][NEUTRAL] That's OK.
[AGENT][POSITIVE] No, you're perfectly fine.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Is it the phone number that I gave you is that not on the card?
[CUSTOMER][NEGATIVE] I don't see it anywhere on the card.
[AGENT][NEUTRAL] The [PII] that's interesting. That's usually the hiccup that we run into and how you know they could be meaning to get to 90 degree but they get to us on accident. So I'm not quite sure so I would get with them and then not to like overload you and I apologize because I know this is already extremely confusing. I can also give you the phone number for benefits and a card.
[CUSTOMER][NEUTRAL] So the
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm. No, no, that's OK.
[AGENT][NEUTRAL] They're essentially going to be the big head honchos that are over all of like you're multiplying like all of them so I can get you their information they can give you all the information regarding what all policies you have who they're with and where best to use them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and then of course if there are any cards that you can have or anything like that I would talk to them. I mean you could still go to 90 degrees for a breakdown of their benefits, but benefits in a card would give you a much broader overview.
[CUSTOMER][NEUTRAL] Got you, yeah, yeah, I have their information so I'm, I'm fine there yeah I'm just.
[AGENT][POSITIVE] OK awesome OK.
[CUSTOMER][NEUTRAL] So, so if, [PII]t, just to confirm, so if let's just say the, you know that they call and they provide that medical ID number the D4, then your team would go oh that's actually 90 degree and then they would reroute them to.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, um, alright, I, I'm just trying to figure out the quickest way for them, so I will just go back to my medical, uh, my doctor and just tell them to call that number, provide my medical ID number which is on, which is on this APL card, um, and then see what they say, but I really appreciate it thank you so much. I, I think I have everything I need.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Absolutely and of course you do still have, you do still have this well wellness benefit with us as well so if they're just needing something, you know they can call us as well we can verify that but yeah I know that was a lot of information. Do you have any other questions for me at the moment?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, no, I think if you can just, um, shoot me an email with all of that information. I think I have it, but it'll just be good to have it in my inbox.
[AGENT][POSITIVE] Oh, sure. Yeah, absolutely.
[AGENT][POSITIVE] Yeah, and did, um, I can send you this policy. Would you like me to send you this as well just so you've got all of that information and I can, OK, awesome alrighty I will get that sent to you, uh, just to this MSN account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][POSITIVE] Yeah, that'd be great yeah mhm.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][POSITIVE] Alright awesome I will get that sent um well I appreciate you giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Alright, thank you, bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye yep, bye bye.