AccountId: 011433970860
ContactId: ce251ddf-9af2-4753-aa88-da23634d6e9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 400609 ms
Total Talk Time (AGENT): 135307 ms
Total Talk Time (CUSTOMER): 113261 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/ce251ddf-9af2-4753-aa88-da23634d6e9d_20250625T20:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I am calling to ask a few questions, um, primary one being, uh, I just kinda wanna see how it works. If I don't have out network coverage with my primary insurance, um, how does that work with you guys as far as what you cover out of network?
[AGENT][NEUTRAL] OK. May I have your name, please?
[CUSTOMER][NEUTRAL] [PII] Y.
[AGENT][NEUTRAL] And [PII], may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII] Y.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a policy with us?
[CUSTOMER][POSITIVE] Yeah, I do.
[AGENT][NEUTRAL] May I have the policy number, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is the group number?
[AGENT][NEUTRAL] It would be, it will be the benefit certification number listed on the card.
[CUSTOMER][NEUTRAL] 02166960M as in Mary L as in Lima 7
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], I do need to verify your date of birth and then the mailing address listed on file.
[CUSTOMER][NEUTRAL] Uh, date of birth [PII]. What was the question?
[AGENT][NEUTRAL] The mailing address that is listed on file.
[CUSTOMER][NEUTRAL] Oh, it should be [PII].
[AGENT][NEUTRAL] That's not the one that we have listed on file.
[CUSTOMER][NEUTRAL] Yeah it's old, um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's uh it could be a few. Is it [PII]?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, so it's the [PII].
[AGENT][NEUTRAL] Yes, and you're stating that one needs to be updated to a new one?
[CUSTOMER][NEGATIVE] Yeah, yeah, it's not correct anymore.
[AGENT][NEUTRAL] OK. May I have that one, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And that's [PII]. May I have the city, state, and zip?
[CUSTOMER][NEUTRAL] [PII] and it's uh [PII]
[AGENT][NEUTRAL] And that was [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I will get that updated for you and could you verify the email address that we have on file?
[CUSTOMER][NEUTRAL] Um, should be should be [PII].
[AGENT][NEUTRAL] OK, that's not the one that's on file either.
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Yeah I'm here.
[AGENT][NEUTRAL] OK, that's not the email address that is listed on file, no.
[CUSTOMER][NEUTRAL] That's not
[CUSTOMER][NEUTRAL] Oh gosh, what is it healing harmony?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Do you have like a business email?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, and I sent over an email, yeah, uh, [PII].
[AGENT][NEUTRAL] OK, now with that we do have to change it to a personal in order for you to be able to use the OSC.
[AGENT][NEUTRAL] Which is a secured portal.
[CUSTOMER][NEUTRAL] I've never used the OSC so.
[AGENT][NEUTRAL] Yes, but if you, if you would like to set up the OSC in order to submit claims, check claim status, or check your policy or download an ID card.
[CUSTOMER][NEUTRAL] I'm OK.
[AGENT][NEUTRAL] You would need the personal email address because we're no longer submitting any emails to a business email address.
[CUSTOMER][POSITIVE] I got you so we could set up that later.
[AGENT][NEUTRAL] OK, so how may I assist you?
[CUSTOMER][NEUTRAL] Um, I don't really know how this works, um, so I'm just calling to ask.
[CUSTOMER][NEUTRAL] If I have out of network coverage for my primary insurance.
[CUSTOMER][NEUTRAL] Where does that leave what you guys cover if.
[CUSTOMER][NEUTRAL] I use someone that's out of network.
[AGENT][NEUTRAL] OK. So the way that we work for your primary insurance, your primary will have to apply that to your deductible, co-insurance, or co-pay.
[AGENT][NEUTRAL] And then if you have that benefit package, we will pay up to that benefit amount that you have with us or to the benefit amount that your primary insurance has applied to your responsibility.
[AGENT][NEUTRAL] If your primary insurance does not cover it,
[AGENT][NEUTRAL] Then we don't cover it either.
[CUSTOMER][POSITIVE] Interesting.
[AGENT][NEUTRAL] Cause with, cause with this being, with this being your supplemental gap that covers your deductible co-insurance or co-pay, not a non-covered service.
[CUSTOMER][POSITIVE] OK, I appreciate it.
[CUSTOMER][NEUTRAL] Understood
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][NEUTRAL] You're welcome. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Well, I do wanna thank you so much for calling American Public Life. Have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you.