AccountId: 011433970860
ContactId: e9014d4f-289f-46b4-994a-e09e8782b08e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259899 ms
Total Talk Time (AGENT): 131944 ms
Total Talk Time (CUSTOMER): 68726 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/e9014d4f-289f-46b4-994a-e09e8782b08e_20250417T17:26_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was wondering if I would be able to get a list of doctors that accept this insurance.
[AGENT][NEUTRAL] OK, let me take a look at your policy and I can assist you. What's your name and your policy number?
[CUSTOMER][NEUTRAL] OK, let me bring, pull that up right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] is my name and then the policy number is 025993997.
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And your address? Well, you're not, you're the dependent on the policy, aren't you? Yeah, OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you said that you're wanting a, a list of contracted.
[CUSTOMER][NEUTRAL] It's really my dad's in.
[AGENT][NEUTRAL] He is.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What's your dad's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you're requesting a list of contracted providers?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, under this policy.
[CUSTOMER][NEUTRAL] Um, most.
[CUSTOMER][NEUTRAL] Sorry, what?
[AGENT][NEUTRAL] I was fixing to say under this policy there is not a contract of uh a network of contracted providers which means you can see a provider of your choice.
[CUSTOMER][NEUTRAL] OK, um, so my question is, cause I was trying to get the answer from my dad, but he didn't know. Is this like a secondary insurance where I need a primary insurance? that way I don't have to pay copayments? Like how does this work if it's
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the policy that you have with American Public Life is a limited hospital indemnity plan. It's not like a major medical policy, and I don't know if you have other coverages for medical, so I, I mean, I don't know if it's secondary or not. Do you have other medical coverage?
[CUSTOMER][NEUTRAL] Not like
[CUSTOMER][NEUTRAL] No, I do not.
[AGENT][NEUTRAL] Yeah, so this is, uh, been a medical policy, um, it's a limited hospital indemnity plan, um, and just kind of reviewing your benefits. Let's see.
[AGENT][NEUTRAL] There's a health screening benefit under the policy inpatient hospital.
[AGENT][NEUTRAL] Uh, intensive care.
[AGENT][NEUTRAL] Like physical, speech and occupational is covered. There's an uh physician's visit benefit.
[AGENT][NEUTRAL] Um, covers emergency room, urgent care.
[AGENT][NEUTRAL] It looks like there's a rehab benefit. That's if you're admitted to a hospital for a condition and you.
[AGENT][NEUTRAL] Imme after discharge, we immediately go to a rehab?
[AGENT][NEUTRAL] you know, if you broke a leg or something like that, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh that is what I'm showing.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, so with doctor's visits, is that like,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's under that too?
[AGENT][NEUTRAL] Uh-huh. So if you like see your primary care doctor or a specialist, um, let me pull up your policy real quick to get more details.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so if whether you go to your PCP or specialist, the benefit is up to $75 per day, and there's a maximum of 6 days per calendar year per covered person for office visits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course, any, any information provided is verification, not a guarantee of payment. And did you have any other questions I can help with, help out with today?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.