AccountId: 011433970860
ContactId: c8d81c66-165b-4c47-9e94-5777e8ac3128
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 668409 ms
Total Talk Time (AGENT): 290429 ms
Total Talk Time (CUSTOMER): 372474 ms
Interruptions: 4
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/c8d81c66-165b-4c47-9e94-5777e8ac3128_20250319T15:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi there um I had a couple questions um I am looking for um a provider and I'm having a little bit of difficulty locating one on the website so I'd like help with that. I'd also like to just verify what my cost would be. I mean, I'm having trouble finding what my um.
[CUSTOMER][NEUTRAL] What my um actual copays are and um so I was hoping you could help me out with that um.
[CUSTOMER][NEUTRAL] Just
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] Not able to find it on the website. Sorry?
[AGENT][NEUTRAL] OK, and ma'am, your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, Ms. [PII], what is your policy number, please?
[CUSTOMER][NEUTRAL] Sure, one second, um, 02592661.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] And verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] Um, you said mailing address? Um, oh, actually I do need to change my mailing address. I just moved, so that's another thing I need to do. Um, uh, email address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And what is the previous address just to verify before we change it?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But yeah, I'm guessing it's under I'm guessing it's under [PII].
[AGENT][NEUTRAL] OK, and what is the current address?
[CUSTOMER][NEUTRAL] My new address is [PII].
[AGENT][NEUTRAL] And what's the zip code again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so that's [PII].
[CUSTOMER][POSITIVE] Be correct.
[AGENT][NEUTRAL] OK, give me half a moment, let me change it real quick. And do you have a callback number in case the call drops?
[CUSTOMER][POSITIVE] Oh, thank you.
[CUSTOMER][NEUTRAL] Um, is it, let's see.
[CUSTOMER][NEUTRAL] Um, well, I have [PII].
[AGENT][NEUTRAL] Oh, it's whatever number that you want to prefer to give to us.
[CUSTOMER][NEUTRAL] Oh my callback number, so sorry. Oh my gosh, um, it's [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Awesome thank you ma'am. Give me one moment.
[CUSTOMER][NEUTRAL] Are you in [PII]?
[AGENT][NEUTRAL] Uh, I'm in [PII]. Uh, we have.
[CUSTOMER][NEUTRAL] Oh, never mind. OK, I was gonna say I heard there's some bad, bad storms in [PII], so I was gonna be concerned for you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What coming or what or did happen?
[CUSTOMER][NEUTRAL] I think there were like there was either some buyers or I don't know, I saw something on the news last night, yeah.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] They had, uh, I believe they had a fire or there was fires, and from what co-workers that live in [PII] told me that they were able to put them out and it's like, I hope so, we don't want another [PII].
[CUSTOMER][NEUTRAL] Oh good, good. Yeah, I know I'm from Southern [PII] originally, so I'm like, especially, especially triggered by fire.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And but the storms that came in, they came through [PII], uh, northern and southern [PII], and like I'm right in the middle, right central [PII]. We just had a bunch of wind and rain, thankfully, but um.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] Oh my gosh.
[CUSTOMER][POSITIVE] Oh, so you kind of missed it. That's good.
[AGENT][NEGATIVE] Yeah, but they had, um, there is one [PII]. I think they had two tornadoes came through, um, 30 minutes from each other, yeah. If you look at the destruction, it is pretty horrible. You can see where all the trees snapped and everything. It's
[CUSTOMER][NEUTRAL] Oh my god.
[CUSTOMER][NEUTRAL] What are the
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][MIXED] It's pretty horrible, but I just pray for those people.
[CUSTOMER][NEUTRAL] Yeah, well, at least you're not working in a home insurance or something right now, I guess.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][MIXED] It's some scary stuff. I don't like, I mean, and it happened during the weekend. Thank goodness, though, I don't like when Bath or comes, when it's dark. I'd rather see it coming.
[CUSTOMER][NEUTRAL] Yeah, that's true, that's true.
[AGENT][NEUTRAL] But it puts me to sleep. I took a nap. I told my uh mother-in-law and my son to wake me up if uh it gets horrible so we can go into our safe space.
[CUSTOMER][NEUTRAL] yeah, if anything bad happens.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh my god.
[AGENT][NEGATIVE] To say, oh of course, we're just gonna let you sleep. I was like, please don't.
[AGENT][NEUTRAL] Don't let me sleep. Now let me sleep through it cause I will sleep through it, you know.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, and Miss um [PII], you said you had, oh, you want to know as far as providers?
[CUSTOMER][NEUTRAL] Yeah, so I, I guess I'm confused about my own insurance. I just got it somewhat recently, but I was calling multi plan to see to find providers, but um maybe I should be talking to American Public Life instead since that's truly the provider, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Multi plan I guess is just the broker or something um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, actually multiplan would be the ones that would know if the medical provider participates with them, uh, because if you ask us, we will just give you their phone number or their website. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, OK, so, so they sent me lists of providers that's, that's all good, um, I just need to know, I, I'm getting an MRI on Sunday and I'm just really nervous about the cost, to be honest, so I'm just, I just wanted to see if I was even covered for any sort of.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, imaging
[CUSTOMER][NEUTRAL] Like I'm trying to find a rough cost estimate. I even asked Chat GPT yesterday because I was trying to figure it out, but um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is there anything listed on my, on your end that you can see about MRIs or and, and additionally um mental health resources?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, you do have diagnostic, uh, diagnostic benefit on your plan, um,
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Give me one moment to pull up your policy.
[AGENT][NEUTRAL] OK. Uh, not a guarantee of payment, just a verification coverage, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The max payable.
[AGENT][NEUTRAL] Let me pull it up so I can give you exact info.
[CUSTOMER][NEGATIVE] Or maybe I'm just really bad at navigating the APL website, but I can't seem to find that information.
[AGENT][NEUTRAL] Have you set up on our online service center?
[CUSTOMER][NEUTRAL] Yeah, I mean um.
[CUSTOMER][NEUTRAL] Does my account I'm in APL. It says my account policy contact info.
[CUSTOMER][NEUTRAL] Um, which looks like, yeah, the, uh, the address was changed, so that's good, but then.
[CUSTOMER][NEUTRAL] I'm not sure let's see sign in.
[AGENT][NEUTRAL] And you do have a diagnostic benefit. It pays up to $250 per calendar year and an MRI is considered um part of the diagnostic. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, that's just.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Diagnosed. OK.
[CUSTOMER][NEUTRAL] OK, um, well, that's.
[CUSTOMER][MIXED] Not amazing but better than nothing I guess um and then OK so I'm in my coverage but I don't see any other.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Like I'm logged into APL's website. There's a contact us, a home, a claims form and a help. Is there another website I should be?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Using?
[AGENT][NEUTRAL] Um, if you, well, let me double check one other screen, but if you go to [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Uh, let me see, and let me, I was.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Yeah, that's the one. Yeah, I logged into this one already.
[AGENT][NEUTRAL] Uh let's see.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, and I do show you have an account set up, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So it's not pulling up as far as your account or the policy?
[CUSTOMER][NEUTRAL] The the actual policy. I'm just trying to figure out how much well you told me about the MRI and then I'm also trying to figure out how much um psychiatric services would be um.
[CUSTOMER][NEUTRAL] If you know, obviously somebody that's covered um.
[CUSTOMER][NEUTRAL] So I've been, I'm, I just moved like I mentioned and so I'm trying to find all new doctors and I'm just struggling, but um.
[AGENT][NEUTRAL] Mhm.
[AGENT][MIXED] Oh bless it. That just has to be a headache though, yeah, I can see that.
[CUSTOMER][NEGATIVE] It's such a headache, um, so I'm wondering if on your end you can also tell me how much um.
[CUSTOMER][NEUTRAL] Talk therapy and like,
[CUSTOMER][NEUTRAL] Prescribing medications through a psychiatrist would be.
[AGENT][NEUTRAL] Well, under the policy, it doesn't cover any prescriptions, um,
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] On your card, it should be a number to Farmvale. But let me see.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, I just meant like I just, sorry, I just meant a psychiatrist, how much that would be, um, like I can't find any info on my copays, so I don't know.
[AGENT][NEUTRAL] And let me see, cause I know some of these policies don't cover it, but um it good, you do have office visit coverage to where it could cover any office visit for any mental or emotional, and your office visit pays $75 per visit and you have a total of 5 visits per year.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK, well, that's again not great but very helpful because I've been paying $200 out of pocket to see my old insurance, uh, my old provider who doesn't take my insurance, so, um.
[AGENT][NEUTRAL] Yeah, but that's why if you go to a multi-plan provider, um, what usually happens is when a claim has been submitted, it can be repriced by multiplan to where your out of pocket costs won't be as much.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, well that, that helps me a lot um and just just knowing that I did take the right steps in going through multi plan to find a provider.
[AGENT][NEUTRAL] Yes, Multiplan, um, it should help. Did I just give you the phone number or do you have the website as well?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have the website as well and they I actually spoke with someone live and they sent me like a list of providers so I'll just go through the list and start calling people today but.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, good deal, Ms. [PII]. Well, is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, I think that's it. Thank you so much for your help.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.