AccountId: 011433970860
ContactId: 1b73bdad-325d-45f7-b14f-6f4c6c711e19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 367720 ms
Total Talk Time (AGENT): 157943 ms
Total Talk Time (CUSTOMER): 140000 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/1b73bdad-325d-45f7-b14f-6f4c6c711e19_20250520T16:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Hi, yes, good morning. How are you today?
[AGENT][NEUTRAL] I am fine and yourself?
[CUSTOMER][POSITIVE] I'm doing great, thank you. I was hoping you could help me out. I have a, um, I have a bill that I received from an emergency room visit.
[CUSTOMER][NEUTRAL] And I have a policy with you guys through my company.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I've never actually used it before so I'm not sure what the right way is to go about it.
[AGENT][NEUTRAL] OK. Uh, what is your name and do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]
[AGENT][NEUTRAL] OK. And your
[CUSTOMER][NEUTRAL] And I have a group number here. Does that, does that work for you, the group number?
[AGENT][NEUTRAL] Uh, one moment, let me try to look my name.
[AGENT][NEUTRAL] What's the group number you have?
[CUSTOMER][NEUTRAL] 18224.
[AGENT][NEUTRAL] 24. OK, thank you. Give me one moment.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. And Mr. [PII], verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Uh, [PII] is the date of birth.
[CUSTOMER][NEUTRAL] You said you need the uh mailing address?
[AGENT][NEUTRAL] Uh, yes, sir, and your email address, please.
[CUSTOMER][NEUTRAL] OK, [PII] is the mailing address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, and then the email address I'm assuming they use the work email which is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. Um.
[AGENT][NEUTRAL] Well, with your policy with our company, it's a secondary supplemental plan. So you can give your, when you give your provider your primary insurance information, you can also give them our information as secondary.
[AGENT][NEUTRAL] And typically they would call verify benefits and submit the claim. Uh, if the provider don't, uh, then you can submit the claim information yourself to be reimbursed any covered benefit.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Um, how I
[CUSTOMER][NEUTRAL] I was gonna say, do I contact them person or do I just submit the claim myself because I'm, I've never gone through this process before.
[AGENT][NEUTRAL] Understand. And typically, it will be easier. Um, you can contact the provider and just let them know you have secondary insurance and they can submit the claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I would definitely not tell them it's a gap plan. Just tell him it's a secondary policy.
[CUSTOMER][NEUTRAL] So that that would be like the.
[CUSTOMER][NEUTRAL] Secondary policy, OK, and then, um, OK, yeah, because I received the bill and I see that they had like adjusted it from my primary insurance and then I have a bill for the balance, so I would just tell them, you know, I just give them do I give them that that same group number and information?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, I can give you your policy number. Yes, sir, you can give them your policy number with us and our phone number, and that way they can call and verify benefits and we can let them know where to submit the claim.
[CUSTOMER][NEUTRAL] Um, and so it's secondary interest.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, great. Can I get that policy number from you?
[AGENT][NEUTRAL] Yes, sir. It's 221-281-6.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And we do have an online service center to where you can view your policy and print out any temporary cards if you need to.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. And if you like, I can send a request to have the cards mailed out to you. I don't know if you received them or not.
[CUSTOMER][NEGATIVE] Um, I don't think I actually have them physically. That'd be great if you could have them sent to me.
[AGENT][NEUTRAL] OK, yes, sir. I would say give it 3 to 5 business days, but I'll definitely send a request, and if you need a copy of the card, like I said, we do have that online service center where you can set up and print out a temporary card.
[CUSTOMER][POSITIVE] OK perfect
[AGENT][NEUTRAL] OK, and that site is at [PII].
[CUSTOMER][NEUTRAL] [PII] got it.
[AGENT][NEUTRAL] Yes, sir, and you would just select new user and then individual and they'll ask for your name, date of birth, social, and zip code and then from there you'll be able to set up a username and password and also from the site, you'll be able to check claim status as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK, so I just follow that and and create a user and I'd be good to go as far as information wise.
[AGENT][NEUTRAL] Uh, yes, sir.
[CUSTOMER][POSITIVE] Awesome awesome I appreciate that.
[AGENT][POSITIVE] All right, you're welcome.
[CUSTOMER][NEUTRAL] OK, so then what I'll do is I'll call them and give them this policy number.
[CUSTOMER][NEUTRAL] Um, and then just tell them, you know, secondary insurance plans.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] OK. And is there,
[CUSTOMER][POSITIVE] Alright, I think that's very helpful. Let me, let me try that and if, if it doesn't work out, I guess I'll try to submit it myself online.
[AGENT][NEUTRAL] OK. Um, and is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Uh, no, that'll do it. I appreciate your help.
[AGENT][POSITIVE] Uh yes, sir. Thank you for calling APL. You have a great day.
[CUSTOMER][POSITIVE] Thank you too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK