AccountId: 011433970860
ContactId: e6a52ff2-4cd7-44b1-97ce-f67bf7d3bd8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 403329 ms
Total Talk Time (AGENT): 208386 ms
Total Talk Time (CUSTOMER): 168029 ms
Interruptions: 5
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/e6a52ff2-4cd7-44b1-97ce-f67bf7d3bd8a_20250625T14:46_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling, so I have an insurance card from work.
[CUSTOMER][NEUTRAL] Actually, it's my son that has the insurance cards from work. So I have the number that's on the front of it and I called it cause he needs to go to the doctor today. And it was based out of [PII] and she said they did not cover um anything out of [PII], and then they had a plan. She said that that's not, they're not covered on this insurance and that's, it's the wrong number. She said, like a typo or something on the card. But I'm trying to find a provider that he can go to.
[CUSTOMER][NEUTRAL] With this insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have your first name, please?
[CUSTOMER][NEUTRAL] Do you want his name or my name?
[AGENT][NEUTRAL] Are you on the policy?
[CUSTOMER][NEUTRAL] You want the policy holder's name?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. I would not be able to get any information to you if you're not on the policy unless he gives us. OK, then that's no problem. OK. Could I get your name?
[CUSTOMER][NEUTRAL] Well, he's right here. He's right here. Hold on.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Gosh.
[AGENT][NEUTRAL] And could I get your policy number?
[CUSTOMER][NEUTRAL] Hold on, I'll get it real quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] B 498
[CUSTOMER][NEUTRAL] 00009
[AGENT][NEUTRAL] OK, that would not be one of our policy numbers. Hold one moment and you said your first name is [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, that's not a policy number. I'm sorry. You make it bigger policy. OK, I see. I see it. 02642067.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Yeah cause she gotta write something down.
[AGENT][NEUTRAL] OK, [PII]. Could you verify your full name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much and you do give me authorization to speak uh with your mother?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Oh, OK, thank you.
[AGENT][NEUTRAL] And today you're calling to see what type of uh what provider you can go to?
[CUSTOMER][NEUTRAL] Yeah, around [PII].
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, so I'm taking a look here and let me get some information. What is your mom's name so I can note the account, so if she ever calls back, it's in the notes that we can speak with her.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], your phone is a
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, your phone's a little muffled.
[CUSTOMER][NEUTRAL] Take the
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] We're gonna be. Her name is [PII].
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] All righty. And OK, so I'm taking a look here at your policy. This is a non-contracted policy, so you are able to go to any provider as long as they accept the, the insurance. So if this doctor will not accept it, I'm not sure what um your mom was speaking about as far as the typo.
[AGENT][NEUTRAL] I don't know what they told her.
[CUSTOMER][NEUTRAL] Yeah, me neither.
[CUSTOMER][NEUTRAL] Um, but is there any way you can see what doctors do take my insurance?
[AGENT][NEUTRAL] Well, because there is a non-contracted policy, you don't have a list of providers because you can go to any doctor. Um, you may, when you're letting them know your policy, just let them know it's a limited medical plan. There is no contract and you are able to go to any provider.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] So, most times when you explain that to the doctor, they're OK. Uh, they know that, OK, there's no contract that's gonna pay a certain amount for services, and then just provide them with this number and they can verify the benefits that you have and what, what's paid under your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's a non-contract one. I, I don't have to hear. Can you tell her how her?
[AGENT][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEGATIVE] Sure, that's a problem.
[CUSTOMER][NEUTRAL] I was just trying to make sure that we have a number or something to call to find a provider for him.
[AGENT][NEUTRAL] So, as I was explaining to him, his policy is a non-contracted policy, so there are no list of providers. So there's not an in-network or out of network. He can go to any provider as long as the provider, you know, as long as they accept the insurance, but I was telling him that's how he should, he should explain to them that there is no network, it's a non-contracted policy and he is able to go to any provider.
[CUSTOMER][NEUTRAL] Oh, so he can be.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It's just that.
[CUSTOMER][POSITIVE] Cool.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And normally that's, you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And he can set up like a primary care with just like normal, right? Just there's no out of network or in-network.
[AGENT][POSITIVE] Yes, just like, right, right.
[CUSTOMER][NEUTRAL] Like if they accept it, then they, then they'll get paid.
[AGENT][NEUTRAL] Then he can, that is correct, yes, sir. I mean, I'm sorry, yes ma'am. And then they can, like I said, he can provide. I'm sorry, uh, they can provide him uh he can provide his policy number, our telephone number, and they're able to call, verify his benefits to see what's covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, what's your guys, what's your telephone number that they can call because the one on the card is not the right number.
[AGENT][NEUTRAL] OK, the number that they called for his.
[CUSTOMER][NEUTRAL] The one on the card.
[AGENT][NEUTRAL] His benefits would be, uh, I'm sorry, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And they would choose.
[CUSTOMER][NEUTRAL] OK, that's the same number for you.
[AGENT][NEUTRAL] Right. This is the correct number to verify benefits.
[CUSTOMER][NEUTRAL] They just, they just pick a different prompt.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So is it, is it APL? That's what this is for sure. Cause I, I got worried whenever I called that number and she's like, we don't cover that.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am, this is AP.
[AGENT][NEUTRAL] Uh, no, so a lot of time.
[CUSTOMER][NEUTRAL] Because that's the number that that the actual card.
[AGENT][NEUTRAL] They would contact APL and at this number to verify his coverage and benefits.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Alright thank you guys.