AccountId: 011433970860
ContactId: 141d35ba-1eb8-46d5-a567-277d55a214a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 536599 ms
Total Talk Time (AGENT): 138031 ms
Total Talk Time (CUSTOMER): 279708 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/141d35ba-1eb8-46d5-a567-277d55a214a2_20250605T20:43_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, so I made some changes to my insurance. You guys told me to call you back to request for the new card because they upgraded my insurance coverage. So I'm calling to get the, um, electronic copy of my insurance card.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Uh, spell your first and last name for me.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh first name is [PII]
[CUSTOMER][NEUTRAL] Last name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, give me one moment please.
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] OK. Date of birth is [PII].
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. My email address is [PII].
[AGENT][NEUTRAL] OK, thank you and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII], which is my only phone number, my cell phone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My contact number as well.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] You have not received your card information?
[CUSTOMER][NEUTRAL] Well, like I said, I make changes. I did receive the old one, which was only the basic uh VIP or whatever you call it.
[CUSTOMER][NEUTRAL] Um, and then, um.
[CUSTOMER][NEGATIVE] The coverage was very little. I called again to make changes before the, the, the end of May because that's what we were told. And I upgraded the card for uh uh VIP, whatever, you know, the, the higher one, the higher class.
[CUSTOMER][NEUTRAL] But according to this, the lady there told me that it was gonna be a new
[CUSTOMER][NEUTRAL] There was gonna be a new, uh, ID card, well, insurance cards because of the change.
[CUSTOMER][NEUTRAL] But she said just wait uh to see if on deductions on your check, call us back so we can send you the new cards.
[CUSTOMER][NEUTRAL] And that's what I'm doing.
[AGENT][NEUTRAL] OK. Give me one moment.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] This one's supposed to be uh VIC VIC VIP Pro, the one I'm paying now.
[CUSTOMER][NEUTRAL] Which is like $30 more than the VIP classic.
[AGENT][NEUTRAL] OK, and you want it emailed to you?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I will email this to you in a few moments. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Are you guys going to send me like actual cards for my kids and my wife? Or is it just for me or is it just electronically or what?
[AGENT][NEUTRAL] Well, physical cards have been mailed, but I can email you this card and it's gonna show employee and child. It's not gonna have a list of the people's name on there.
[AGENT][NEUTRAL] You'll have the policy number, effective date.
[CUSTOMER][NEUTRAL] OK, that's, yeah, that's why I'm asking, so you guys are gonna send cards for my, for my kids and for me, or is it only
[AGENT][NEUTRAL] Plan type.
[CUSTOMER][NEUTRAL] This one and I, they have to look it up on the internet whenever I make a claim.
[AGENT][NEUTRAL] Uh it's just one and you can print it out as many times as you like.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But as far as cards being mailed, it's only gonna be one set of cards.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's under my name only, right?
[AGENT][NEUTRAL] Yes, because you're the insured.
[AGENT][NEUTRAL] But if a provider call, they give the.
[CUSTOMER][NEUTRAL] Right, so usually the company send me cards for my kids as well. That's why I'm asking.
[AGENT][NEUTRAL] No, we don't do that. We only just send out the cards that has your name on there, but it shows the coverage type as far as employee and child.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] OK, can you educate me a little bit on this cards cause um I don't know if you can do this or I need to talk to someone else, but every time I've been using this card for a couple of times already when I have the basic VIP thing and it was confusing and uh frustrating because they, they kept on bouncing me around saying that they're not doing that, that I have to call this other number and then this other number and then this other number.
[CUSTOMER][NEUTRAL] So bottom line, when I go to my doctor visit, which ID card number do I need to give them the policy certificate number or the medical ID number?
[AGENT][NEUTRAL] Policy certificate.
[CUSTOMER][NEUTRAL] And the claims for any medical procedure that I do is the one that says submit claims too, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, it has the [PII], OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] That's the one for the claims, regardless of what, what type of uh claim it is, right? Because there is, they keep on saying that there are two coverages in this card, one for my annual physicals, which covers 100%.
[CUSTOMER][NEUTRAL] Right, and then there is another one that covers like if I go back.
[AGENT][NEUTRAL] Well, as far as the other card.
[AGENT][NEUTRAL] Well, the other card may be through IMA, but with your card with APL.
[AGENT][NEUTRAL] That's the card I'm sending. We don't have the cards you may have through IMA only the ones you have with our company APL.
[CUSTOMER][NEUTRAL] Well, that's exactly what I mean. What is this IMA thing? Um, do I need to call them to get cards from them as well? Because nobody told me that before.
[AGENT][NEUTRAL] Oh, yeah.
[AGENT][NEUTRAL] Yes, sir, because it's two separate companies. So you have a policy with us at APL and you may have a policy through IMA. They typically process wellness and you have more medical benefits under the policy with us.
[CUSTOMER][NEUTRAL] So you guys cover only the medical, but not the wellness uh checkups, is that correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so I need to call this guys.
[CUSTOMER][NEUTRAL] And give them the information, um.
[CUSTOMER][NEUTRAL] And they'll pull it out and send me cards for their procedures.
[CUSTOMER][NEUTRAL] Alright, and what about the, the pharma's, uh, the discount for medical drugs, so it says here pharma, uh, bill, whatever that is, you guys are through you guys are handling this or you call them also for some kind of card or ID number?
[AGENT][NEUTRAL] If you're going, well, it's changed on here. It shows to Lucy RX which is going to be on your card. There's a number for the pharmacist to call. There's also a VIN number, group number that they would need in order to process, but we don't process prescription coverage. That would be through Lucy RX and their phone number is on the card.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] OK. Well, all this is confusing, very annoying because I never deal with this before. Actually, I just use one card, you know, with prior insurance companies, and that's it. I don't need to call different numbers and try to get 3 different card numbers and stuff like that, so.
[CUSTOMER][POSITIVE] It's a little I say sorry, but I had to verify everything. All right, well thank you so much. I hopefully my card's already arrived in my email and I'll check. Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Um, send them in a few moments. Alright, you're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bye bye.