AccountId: 011433970860
ContactId: 03d0ea3d-5e1e-4e22-abce-f07ca1e4bfac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324399 ms
Total Talk Time (AGENT): 138043 ms
Total Talk Time (CUSTOMER): 126708 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/03d0ea3d-5e1e-4e22-abce-f07ca1e4bfac_20250625T21:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII].
[CUSTOMER][NEUTRAL] We, uh, just joined, I think, via United Healthcare in April, and I wanted to see, I tried going to the website, but I got an error message when I go into to join, so I'm not sure what I'm doing wrong.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, would that be UnitedHealthcare or something else?
[AGENT][NEUTRAL] Are you trying to reach United Healthcare, because we're American Public Life.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, well, I had had a doctor's a heart procedure. It wasn't a procedure, let me clarify. It was not like that. I basically had one of those MRI's, uh, so I wanted to see if maybe I would qualify for the gap insurance component.
[AGENT][NEUTRAL] Oh, OK. Um, and do you have the gap policy certificate number or I can look it up by your last name or social?
[CUSTOMER][NEUTRAL] OK, that's what I was hoping you could do. Yes, I tried entering my social, but I got an error, but I can give it to you now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me just one moment.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then Mr. [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII], but I don't look it.
[AGENT][POSITIVE] That's good. Hey, that's young, that's not old.
[AGENT][NEUTRAL] Uh, what is your address?
[CUSTOMER][NEUTRAL] I hardly have any gray. I can thank my mom for that. [PII].
[AGENT][NEUTRAL] OK, and then can you verify your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I think uh
[CUSTOMER][NEUTRAL] I know I still have [PII].
[AGENT][NEUTRAL] What it be, it looks like this might be a work email. What's your work email?
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] OK, that's what we have. Do you want us to change that to, you want me to change it to your personal or you wanna keep that your work email?
[CUSTOMER][NEUTRAL] Uh, I prefer my personal.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Get that changed real quick and then can you verify a callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then what was your uh personal email again?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. So [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII]. OK, um, let me see, get that updated.
[AGENT][NEUTRAL] OK, OK, and then are you on the website?
[CUSTOMER][NEUTRAL] No, I had tried going in, it didn't let me and then I got out, I got in a phone call so I'm just now getting the chance to take care of personal items before the end of the day.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you need me to go into the website?
[AGENT][NEUTRAL] No, I was just gonna say, when you do go to create your account, you'll create your OSD account, you're the insured.
[AGENT][NEUTRAL] And then you'll click next. All you'll have to enter is the asterisk field, so it'd be your last name, email that we just changed it to, and your date of birth. And then it's a two-factor verification, so it's gonna ask us to send a verification code. You'll enter that, create your password.
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] ask you to log back in another verification code and then you'll be in our system. So, but um you're checking on coverage right for uh.
[CUSTOMER][NEUTRAL] Oh, OK, of the service.
[CUSTOMER][NEGATIVE] You broke up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Checking on coverage.
[AGENT][NEUTRAL] Are you checking on coverage so you're wanting to submit a claim, or?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, OK, so once you create your site, uh, or create your account on our portal, you can upload documents there, um, under your dashboard. You can start a claim and it'd be a traditional claim. We will need the primary explanation of benefits from UnitedHealthcare.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It can.
[AGENT][NEUTRAL] And we'll need like an itemization of what services you had done that shows what services were rendered and your diagnosis.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great, let me get on that. I appreciate it. I don't, I think that we're all set, right? Nothing else.
[AGENT][NEUTRAL] Uh, no, I've got your email updated, so, um, you should be able to create your account and um get claims uploaded, so.
[CUSTOMER][POSITIVE] Thank you so much. And if I have any other issues, of course, I will call you back. Thank you. Have a great day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day. Thank you.
[CUSTOMER][NEUTRAL] OK bye.