AccountId: 011433970860
ContactId: 1dd45bac-daca-4d5b-b42b-65ac8f859c28
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 665539 ms
Total Talk Time (AGENT): 152970 ms
Total Talk Time (CUSTOMER): 378098 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/1dd45bac-daca-4d5b-b42b-65ac8f859c28_20250603T14:39_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] Yeah, some um
[CUSTOMER][NEGATIVE] New customer [PII], uh, I haven't received the.
[CUSTOMER][NEUTRAL] The medical card or nothing like that.
[CUSTOMER][NEUTRAL] I haven't received anything in the mail. I don't, I don't know, but uh, I think I received a couple of things, but I don't think I received a medical card. I just, I just try to go online and uh set it up, but uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It could, it wouldn't let me do a lot of stuff, so I don't know. I'm trying to figure out how.
[CUSTOMER][NEUTRAL] What can I do?
[AGENT][NEUTRAL] OK. What is your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] And the date of your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] OK. And verify your date of birth and um are you already there? I'm sorry, verify your mailing address and email address, please.
[CUSTOMER][NEUTRAL] Uh, well, mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] What else is in it?
[AGENT][NEUTRAL] Email address?
[CUSTOMER][NEUTRAL] Email address is uh it's uh [PII].
[AGENT][NEUTRAL] OK, thank you and that's uh what we have and you say you're trying to set up on the online service center were you using your social or trying to use your policy number?
[AGENT][NEUTRAL] Or you have your policy number.
[CUSTOMER][NEUTRAL] I use my uh social. I try using my social. even though I don't like putting my social in nowhere, but I just try to use my social.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEGATIVE] And I, I, I don't even know what my policy number is. I haven't received it. I, I see something.
[CUSTOMER][NEUTRAL] I received some maybe some dental paperwork.
[CUSTOMER][NEUTRAL] With some uh
[CUSTOMER][NEUTRAL] And uh what is that other one?
[CUSTOMER][NEUTRAL] And and I I received something else about, uh, I haven't received all the paperwork, but they said they was gonna send it. I don't know how long it takes though, but uh.
[CUSTOMER][NEUTRAL] Uh, I talked to a person probably a couple of weeks ago.
[AGENT][NEUTRAL] Uh, see.
[CUSTOMER][NEUTRAL] So I
[AGENT][NEUTRAL] Well, I can send a request to have it um mailed out to you.
[AGENT][NEUTRAL] Or, um,
[CUSTOMER][NEUTRAL] I think I've asked them that before. I asked them that before.
[AGENT][NEUTRAL] OK, let me pull up.
[CUSTOMER][NEUTRAL] I don't know. I don't know. I, I haven't, you know what I mean, I don't know how long they take or whatever. I don't know if they sent it or I really don't know.
[AGENT][NEUTRAL] Uh, it looks like it was sent sometime in April, but I'll, um, have it mailed, but if you like, I can have your card emailed to you.
[CUSTOMER][POSITIVE] Yeah, you can email it to me too, yeah, I like because I had got, I got some emails.
[CUSTOMER][NEUTRAL] But none of us have the card in there we just showing how to uh.
[CUSTOMER][NEUTRAL] Get online and everything. I was trying to do that, but, you know.
[AGENT][NEUTRAL] Uh, when you put in your information, uh, did the next step has send a verification code to you?
[CUSTOMER][NEUTRAL] Yeah, but see you can't click. I'm gonna do it on my phone so.
[CUSTOMER][NEGATIVE] I couldn't click over to the get it then when I come back they said make it send another one so you gotta, you gotta click back and forth over to your phone and then it's not.
[CUSTOMER][NEGATIVE] It's not gonna work like that because you, you, you're already on the email.
[CUSTOMER][NEUTRAL] So you know what I mean like I normally like when you do an email sometimes it'll pop up a message you and you can, you know, kind of copy the copy the code and put it in, but this one won't let me do it for some reason.
[AGENT][NEUTRAL] You probably have to use a laptop or a computer.
[CUSTOMER][NEUTRAL] Yeah, cause I was, I, yeah, I was wondering like, hold up, man, cause normally I could do it. I, I got other sites that, you know, let me do it. I know what, you know, I know how to do that, but it wouldn't pop out like, oh, hold up, so I had to get all the way back out, go back in and then when I get back in, they said send another one.
[CUSTOMER][NEUTRAL] But then I gotta go back to yeah or maybe maybe computerized. It's, it's definitely that.
[CUSTOMER][NEUTRAL] And like, yeah.
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] Let see.
[CUSTOMER][NEUTRAL] So I was like, yeah, I would like probably to uh how you send that, send my uh.
[CUSTOMER][NEUTRAL] Have them send it back out. I don't know why I haven't got to me yet. Like I had got a.
[CUSTOMER][NEUTRAL] I had got some uh disability paperwork uh uh dental paperwork, but it's uh.
[CUSTOMER][NEUTRAL] What is that? I think it was uh Trans America with a disability.
[CUSTOMER][NEUTRAL] And something else with the dental, that's all I ever got. So I, I would probably like you to uh email me the uh medical card and then maybe.
[CUSTOMER][NEGATIVE] Have them send it back out, uh, physically see if I ever get it, but I haven't got it.
[AGENT][NEUTRAL] OK. I'm emailing it to you right now and then I'm gonna send out a request where it can be also mailed to you.
[CUSTOMER][NEUTRAL] But uh,
[CUSTOMER][POSITIVE] OK, well, I appreciate that, uh, just trying to get started and then uh.
[CUSTOMER][NEUTRAL] Yeah I've been, uh, I got like I say if you got a medical bill, how would you go about doing that?
[AGENT][NEUTRAL] Uh, to submit a claim, uh, you need to fill out a claim form and we will need to itemize bill showing diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] I see, I see.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And then you can either mail it, fax it or once you've set up on the online service center, we do have it where you can upload your claim information.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So how can you, how can I ever set up if I, I don't have that, I gotta get that code and I gotta do that on the laptop, don't I?
[AGENT][POSITIVE] Uh, it probably work better on a laptop. Yes, sir.
[CUSTOMER][NEUTRAL] I got a laptop at home I try to do it. I don't know. I'm gonna try to get back to it and see if I can do it. I try, but uh, that's all I can do. Yeah, cause I got a couple of medical bills and stuff like, so how, how they um.
[CUSTOMER][NEUTRAL] I know this ain't one of the big insurance companies, but I something is better having something is better than nothing.
[AGENT][NEUTRAL] Yes, sir. And also you can, once you have your policy information, you can give that to the provider and they can submit claims. But I had just emailed that to you, so hopefully you should have it.
[CUSTOMER][NEUTRAL] You know what I mean.
[CUSTOMER][NEUTRAL] Oh, you can give it to the provider and they can submit claims too.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, once I got the medical card, I mean, once I got the information, you're right.
[AGENT][NEUTRAL] And.
[CUSTOMER][POSITIVE] I can do it that way too.
[AGENT][NEUTRAL] Uh yes sir.
[CUSTOMER][POSITIVE] I know, I appreciate it uh cause I'm just ready to get going and try to, uh, it's better to have a son than nothing. I, I know they probably ain't big as good as uh.
[CUSTOMER][POSITIVE] United Healthcare and all the other ones, but it's it's better to have something than nothing at all.
[AGENT][NEUTRAL] Oh, yes, sir.
[CUSTOMER][POSITIVE] You know, I don't know how good, you know, it is, but I'm, you know, I'd rather have something than nothing, so I I appreciate it.
[AGENT][POSITIVE] Oh you're welcome.
[CUSTOMER][POSITIVE] And uh thank you for.
[CUSTOMER][NEUTRAL] Sending it over and I'm uh I'll be looking for the email.
[CUSTOMER][NEUTRAL] And I'm still gonna try to uh get on my laptop and try to uh.
[CUSTOMER][NEUTRAL] See if I can do it from there.
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] See if I can, you know, try to set it up cause y'all got kind of an app or I like I really like to set stuff up like that, but.
[CUSTOMER][NEGATIVE] You know what I mean, I tried, but I can't, you can't, I don't know why I didn't do it on my phone. I'm like, hold up, that's strange.
[CUSTOMER][NEUTRAL] But it wouldn't let me, uh.
[CUSTOMER][NEUTRAL] The over for some reason.
[CUSTOMER][POSITIVE] But uh no, I appreciate it and uh.
[CUSTOMER][POSITIVE] Yeah, oh yeah, I appreciate it uh.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, uh,
[CUSTOMER][POSITIVE] So, uh, thank you. I'm gonna just be looking forward.
[CUSTOMER][NEUTRAL] I'm gonna try to get it on my laptop, but I also can get some of this uh information to my uh.
[CUSTOMER][NEUTRAL] Primary care doctor.
[AGENT][NEUTRAL] OK. Yes, sir.
[CUSTOMER][NEUTRAL] And you have a uh
[CUSTOMER][POSITIVE] So you have a uh blessed day and I'm gonna try to send some of this, get some of this information over to my doctor.
[AGENT][NEUTRAL] All right, you too. And if, hopefully the email come through if you, well, it should have already been, uh, gone through. You'll see it under a care team.
[CUSTOMER][NEUTRAL] Or uh
[CUSTOMER][NEUTRAL] Oh yeah, I see the email. It popped up. It popped up.
[AGENT][POSITIVE] OK, good deal.
[CUSTOMER][NEUTRAL] Yeah, I see that.
[AGENT][NEUTRAL] And as far as your card, I already sent a request, so hopefully 3 to 5 business days.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Oh, OK. All right, well, because I, I, I don't, I was looking my own uh.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] I don't know cause yeah, I don't know they said that before and I, I never received that. I thought maybe it could have got lost well I don't know, but I, I was thinking like maybe some, you know, it went to the wrong place or anything. I just haven't received it.
[AGENT][NEGATIVE] Yeah, I'm not sure why you hadn't received it.
[CUSTOMER][NEUTRAL] So I don't really know, uh uh.
[CUSTOMER][NEUTRAL] No, cause, uh, they was telling me the uh.
[CUSTOMER][NEUTRAL] The first month
[CUSTOMER][NEGATIVE] The first one I was just paying and they said your medical won't kick in until June or it's June now, that's probably I don't know, but I still haven't, it, it probably should have or they probably was waiting. I don't know, but.
[AGENT][NEUTRAL] No, um,
[CUSTOMER][NEUTRAL] But I got it now and uh.
[AGENT][NEUTRAL] Good. I'm sorry. But yeah, once it's keyed in our system, usually the cards are sent the next business day. So you should have received them, but I'm not sure what happened. But um I did send another request, so it'll be sent out tomorrow.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][POSITIVE] Appreciate it and you have a blessed day.
[AGENT][POSITIVE] Oh, you too, Mr. [PII], and thank you so much for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Bye-bye. Bye.