AccountId: 011433970860
ContactId: e4f7acef-68f1-4b78-8514-cbc83de383da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250429 ms
Total Talk Time (AGENT): 140606 ms
Total Talk Time (CUSTOMER): 171875 ms
Interruptions: 12
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/e4f7acef-68f1-4b78-8514-cbc83de383da_20250310T18:11_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Thank you for calling [PII]. Hi [PII], um, I received some ID cards today and I have a policy number, but I have a question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I don't know what American public life is, and I don't know if I, I don't know what this is for.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A life insurance company?
[AGENT][NEUTRAL] Well, so not just life. So our policies are um given to your employer, so like your your benefits at work, um, it could be medical, dental, um,
[CUSTOMER][NEGATIVE] Well, so not I thought these are given.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Accident, cancer, group critical ill it's, there's a lot of different choices you could um pick from and um but it's all through your employer, so it would be like through payroll deduction from your benefits, um.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, I'm
[AGENT][NEUTRAL] And
[CUSTOMER][NEGATIVE] I thought I had Blue Cross Blue Shield. I didn't know about American Public Life. Why do I have this if I don't even know if I signed up for anything.
[AGENT][NEUTRAL] So you can have more than one insurance. It's and it can, it could be, well, can I look at the policy to see what you have, but it can be a gas insurance.
[CUSTOMER][NEUTRAL] Unless this is for the OK.
[CUSTOMER][POSITIVE] Sure, that'd be a good start, wouldn't it?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. 025.
[CUSTOMER][NEUTRAL] 99284.
[AGENT][POSITIVE] Thank you. And may I have your name and a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, my name is [PII], and my contact number right now, it's at work [PII].
[AGENT][POSITIVE] Thank you for that.
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] So I have you here and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] So have you heard of it.
[CUSTOMER][NEUTRAL] OK, you're mailing. Date of birth [PII].
[CUSTOMER][NEUTRAL] Uh, what else do you want?
[AGENT][NEUTRAL] Your mailing address and your email address.
[CUSTOMER][NEUTRAL] 0 [PII] and my email address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So yes, this policy comes second to your Florida Blue policy. So anytime you have, like you go to the doctor or hospital, anything medical, if you give the um Blue Cross Blue Shield card, give them this the mailing card that you have there. So they're gonna go, they're gonna bill Florida Blue.
[CUSTOMER][NEUTRAL] Thank you for that information provided is verification of this not a guarantee of payment. So yes, connected to your policy. So any time you have the doctor hospital.
[CUSTOMER][NEUTRAL] If you give um we have your card, give them this so they're gonna go they're gonna.
[AGENT][NEUTRAL] And then they'll apply and then if there's anything left over or let's say you have a copay or deductible.
[CUSTOMER][NEUTRAL] Oh, this is the gap insurance, right? This is for the gap. Oh, OK, I see. So like if I go to the hospital and they want me to give them 5000 and I ain't got it, then I can OK, I forgot this is new to me because I didn't have it before.
[AGENT][NEUTRAL] Right. Mhm.
[AGENT][NEGATIVE] Well, no, no, no, so no, no.
[AGENT][NEUTRAL] So it doesn't quite work like that. So if that's what I was gonna say if there's something that's required upfront, like a co-pay or deductible, you may be required to pay that upfront, but once we receive the claim on the back end, that's when we come in. Then we, you could be reimbursed for that or the provider still paid, you know, if there's something still owed to them or both.
[CUSTOMER][NEUTRAL] Yeah, but it.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] you may be reponsible to pay that up front.
[CUSTOMER][NEUTRAL] reimbursed or
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, I see what you're saying. Yeah, I understand. Uh, it's new to me, so I just wanted to, I just, I was like what is this for?
[CUSTOMER][NEUTRAL] I forgot I signed up for that one. I thought it was gonna help me with other expenses and stuff.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] That's why I picked the gap insurance. OK, so whenever I use my Blue Cross Blue Shield, I give him this one too.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, sounds good. Thanks for the clarification. Mm.
[AGENT][NEUTRAL] And anytime, you're welcome. Anytime that you give the card, if they um have any questions about the benefits or anything, tell them to call us to verify the benefits because sometimes they'll say that they don't take secondary or they're just not familiar with it or think it's life insurance.
[CUSTOMER][NEUTRAL] Have any questions about the
[CUSTOMER][NEUTRAL] So the
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just like me.
[CUSTOMER][POSITIVE] Thank you so much have a great day.
[AGENT][POSITIVE] You're welcome. You also thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Alright have a good day bye.