AccountId: 011433970860
ContactId: 109c9981-e65f-4608-b99f-0f54a8744527
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 393829 ms
Total Talk Time (AGENT): 158706 ms
Total Talk Time (CUSTOMER): 118268 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/109c9981-e65f-4608-b99f-0f54a8744527_20250106T14:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, uh, my name's [PII], and, uh, you want my ID number?
[CUSTOMER][NEUTRAL] To where we can
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] OK, it's 60801.
[AGENT][NEUTRAL] OK, that's the payer ID number for the provider to send the claim in. Do you have your card in front of you, [PII]?
[CUSTOMER][POSITIVE] Yeah, I do.
[AGENT][NEUTRAL] OK. It's gonna be the, yes.
[CUSTOMER][NEUTRAL] You have the policy
[CUSTOMER][NEUTRAL] OK, 02573112.
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII]. Thank you.
[CUSTOMER][NEGATIVE] Yeah. The reason I'm calling is, uh, Saturday, my wife tried to use her card to get her medicine with it and they denied her.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So I was just wondering, I think, I thought she was denied.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you say they denied or who, who are you referencing when you say they?
[CUSTOMER][NEUTRAL] Uh, Walmart.
[AGENT][NEUTRAL] The pharmacy? OK, the pharmacy? OK, let me take a look at that for me give me one moment to pull up your file, get you verified, and then we can proceed, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, the
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] And [PII], do you go by another name?
[CUSTOMER][NEUTRAL] It's was curious.
[AGENT][NEUTRAL] Oh, [PII] is your last name. OK, and what's your date of birth?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, if I can get you to verify your complete mailing address and an email address on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my wife filled that out. I don't know what email she used.
[AGENT][NEUTRAL] Yep.
[AGENT][NEUTRAL] What's your zip code?
[CUSTOMER][NEUTRAL] It might be
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, now I actually do not show an email address on file. Would you like to add one?
[CUSTOMER][NEGATIVE] Uh no.
[AGENT][NEUTRAL] OK. All right, thank you for verifying that information.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, now that
[CUSTOMER][NEGATIVE] I'll tell, I, I, I'll ask my wife. I'll ask my wife if she wants to put me, then I'll let her call y'all back and tell you. I don't, I don't think I got.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Now, the policy that you have with American Public Life is a supplemental, uh, is a Metlink policy, uh, which is secondary to your primary insurance. And so under this policy, there is no prescription benefit. So did she use the major medical card?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] You know it's major card?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] This, I thought this was gonna be my primary insurance.
[AGENT][NEUTRAL] You know, uh, the meddling policy with American Public Life is secondary to UnitedHealthcare.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I think this is the only source I got though.
[AGENT][NEUTRAL] Who is your employer?
[CUSTOMER][NEUTRAL] Uh, Brooks, uh, Furniture Express, [PII].
[AGENT][NEUTRAL] Are you familiar with Questco?
[CUSTOMER][NEUTRAL] Uh, not really. I think it might be who makes her chicks.
[AGENT][NEUTRAL] Yeah, I'm showing the employer to be Questco and I'm showing that the primary insurance carrier is united. Uh, this policy with APL is secondary to that one.
[CUSTOMER][NEUTRAL] OK, so
[AGENT][NEUTRAL] So she may be presenting the, she may need to present the United Healthcare ID card.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I understood that there was change in interest company and this was going to be the primary.
[AGENT][NEUTRAL] You know, it can't be. This is a, this is a supplemental gap policy.
[CUSTOMER][NEUTRAL] Well, uh, there are.
[AGENT][NEUTRAL] And you have to have a major medical policy in order to have this one.
[CUSTOMER][NEUTRAL] OK, we're taking $300 a week out for this one.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, so you may wanna reach out to your employer, um, but I know that you can't have this policy without having a major medical policy, and I'm showing it's United Healthcare. So you may want to reach out to your employer to get further clarification on who your benefit, your primary insurance carrier is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's who she would need to, she would need to present their card, the major medical insurance ID card.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what was your name and your extension in case I need to call you back or something?
[AGENT][NEUTRAL] OK, my name is [PII]
[AGENT][NEUTRAL] First initial last name is [PII] You'll use my name in today's date as reference for this call. We do not have extensions. Uh, the calls come through a queue, but anybody can assist you and I'll note with all of our calls are noted.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you very much.
[AGENT][NEUTRAL] All [PII], did you have any other questions?
[CUSTOMER][NEUTRAL] No, I'll, I'll talk to my wife, my employer and see what the deal is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Thank you.
[AGENT][NEUTRAL] And what's your spouse's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] All [PII]. Anything else?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] No, that's all. OK, thank you very much.
[AGENT][POSITIVE] Alrighty, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] OK, alright, goodbye.