AccountId: 011433970860
ContactId: e409281e-f40c-4ec5-841f-65baa7822ea4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 714919 ms
Total Talk Time (AGENT): 342129 ms
Total Talk Time (CUSTOMER): 278738 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/e409281e-f40c-4ec5-841f-65baa7822ea4_20250602T14:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I am a current um plan holder, um, and I just have a procedure that I just, um, I'm going to have and I need to figure out what all my plan includes through you guys.
[AGENT][NEUTRAL] OK, you need yours then and I can help you with that. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Miss [PII], and what is your callback number just in case the call is dropped?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. And then may I have your policy number, please?
[CUSTOMER][NEUTRAL] Um, what would that, it says one policy number one.
[CUSTOMER][NEUTRAL] But that's all I have.
[AGENT][NEUTRAL] OK, do, do you see an inpatient or an outpatient?
[CUSTOMER][NEUTRAL] I don't have like a card or.
[AGENT][NEUTRAL] Certification number?
[CUSTOMER][NEUTRAL] Um, I don't
[CUSTOMER][NEUTRAL] Um, no, I don't have a card for you guys. I just, um, um.
[CUSTOMER][NEUTRAL] Like I have Blue Cross Blue Shield as like my major insurance holder but then um I added you guys as an additional um plan through my district and it just says um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Just American Public Life policy number one and it says the effective date but that's all I have.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I give you my social security number and see if that pulls up?
[AGENT][POSITIVE] Absolute, absolutely, yes, ma'am. I can pull it up with your social, pull it on every policy that you have with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK sorry I don't know more. I've never gone through this, so thank you um.
[AGENT][POSITIVE] It's OK, it's OK. We'll work through it.
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look up your policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Miss [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And then can you also verify your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, my address is [PII], that's [PII].
[CUSTOMER][NEUTRAL] Do you have that on file?
[AGENT][NEUTRAL] OK, I'm
[AGENT][NEUTRAL] No, ma'am. I'm showing in [PII].
[CUSTOMER][NEUTRAL] OK, OK, so, um, it is [PII], but I, I will need to update that though.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what should it, should it be now?
[CUSTOMER][NEUTRAL] Um [PII].
[CUSTOMER][NEUTRAL] [PII] and that's two separate words [PII].
[AGENT][NEUTRAL] OK, you spell [PII]?
[CUSTOMER][POSITIVE] That's correct, yes.
[AGENT][NEUTRAL] OK, let me get this updated real quick um and then we'll we'll look.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] That way we can get that good address in there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I'm gonna check and make sure it's stock and then we'll.
[AGENT][NEUTRAL] Be done with that part.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got your address updated to the correct one now and then the phone number that we have on the policy for you?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Um, should be [PII].
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And then one last verification, can I please get your email address? It looks like it's your work email.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and when did you sign up for your um.
[AGENT][NEUTRAL] Supplemental insurance.
[CUSTOMER][NEUTRAL] Um, it looks like the effective date was [PII].
[AGENT][NEUTRAL] OK, I'm not showing the policy on file right now for your.
[AGENT][NEUTRAL] Gap insurance. I'm showing that we have.
[AGENT][NEUTRAL] Two policies, cancer policies that are no longer active, and it was with the school district, the Melissa ISD district.
[CUSTOMER][NEUTRAL] Uh-huh, uh-huh.
[AGENT][NEUTRAL] So what
[CUSTOMER][NEUTRAL] Um, and then you don't see it for Lovejoy?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Like [PII]?
[AGENT][NEUTRAL] No ma'am, so what we'll need is I'm gonna give you an email address and if you can get with your district and ask them to send in your application.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We can um we can get the um policy issued for you and let me give you that email address real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so [PII].
[AGENT][NEUTRAL] Yes, that's correct and if you can just get whoever handles your insurance at the school district just get them to send in your application.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] And have them put in the email what the effective date you said it was supposed to start in August, have them put the effective date in the email.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] And send it to us so that we can um get it taken care of.
[CUSTOMER][NEUTRAL] OK. Um, OK. So let me ask you then, I guess, just because it is for the cancer plan, I was diagnosed with um basal cell, like a skin cancer, and I have um I have to have surgery to get it removed. How does that work? What's, how does that work? Is there a form that I fill out after I pay or?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Like typically what is normal I guess.
[AGENT][NEUTRAL] What is, um, once your policy is issued, you'll receive a card in the mail that shows that you have the supplemental insurance policy and you just hand that card along with your Blue Cross Blue Shield card to the provider that you go to and let them know that this is a gap insurance and that it helps with your deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Get insurance and it will help with can you repeat that again?
[AGENT][NEUTRAL] With your deductible?
[CUSTOMER][NEUTRAL] Help with what?
[AGENT][NEUTRAL] Your deductible.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Co-pay
[CUSTOMER][NEUTRAL] Co-pay
[AGENT][NEUTRAL] And co-insurance.
[CUSTOMER][NEUTRAL] And coinsurance OK.
[AGENT][NEUTRAL] And based on your plan once the policy is um.
[CUSTOMER][NEUTRAL] All right
[AGENT][NEUTRAL] Is um issued, it'll be based on your plan what that amount will be.
[CUSTOMER][NEUTRAL] OK, OK, but there's no extra form or anything like that you fill out you would just give them the card, um.
[AGENT][NEUTRAL] Correct. And if they do not want to file it for you.
[CUSTOMER][NEUTRAL] OK,
[AGENT][NEUTRAL] Then you will need to sign up for our online service center. If they won't file the claim for you, you can file it yourself, so there's always a way.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let me give you the, the website, uh, that you'll need to go to to sign up for the online service center.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and this is to submit a submit the claim.
[AGENT][NEUTRAL] Yes, it's to submit a claim, you can get copies of your card, you can get copies of your policy there. It's a portal to your policy.
[CUSTOMER][NEUTRAL] Online submit like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] You'll go to [PII]'s [PII]
[CUSTOMER][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You'll sign up as a new user you'll have to put in your email address and then choose your password.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Once you get in there, um, you'll click on your, of course, the policy will need to be activated. You'll click on your Medlink policy.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] It's real simple. The very first on the page it'll tell you, do you wanna submit a claim and you say yes and it guides you on how to submit your your claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK, well, let me call my district right away.
[AGENT][NEGATIVE] Now, you won't be able to get in there.
[AGENT][NEUTRAL] Yes ma'am and you won't be able to get in there right now because your policies are lapsed. Once you have that active policy, it will let you go ahead and proceed.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] OK, alright, well let me call my district and find out what is going on because I see that I'm paying $15 a month for it, so OK, well thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. And it's, it would.
[AGENT][NEUTRAL] You're welcome. Now, you wouldn't be on anybody else's policy, would you? Would it just be for yourself?
[CUSTOMER][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] It would just be for myself.
[AGENT][NEUTRAL] Yes, ma'am. OK, yes, go ahead and talk to them and.
[CUSTOMER][NEUTRAL] Yeah I mean I'm looking at my districts like um my benefits like um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Page and it says it's on there so I just need to find out why um.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] Yes, ma'am. Go ahead and, OK. Is there anything else, Miss [PII] I can help you with before we go or any other questions you may have?
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] OK, you're very welcome and you have a blessed day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][POSITIVE] Thank you, bye.