AccountId: 011433970860
ContactId: 1de6336a-f7f8-4f72-97c0-5b3d0b6b1bf5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 530119 ms
Total Talk Time (AGENT): 208574 ms
Total Talk Time (CUSTOMER): 241701 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/1de6336a-f7f8-4f72-97c0-5b3d0b6b1bf5_20250519T17:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Um, I have the APL, the Male supplement gap plan, and
[CUSTOMER][NEGATIVE] I just had some hospital services recently and I realized that I don't think I ever received my APL cards. I think they might have gotten misplaced in the mail and someone didn't bother to.
[CUSTOMER][NEUTRAL] Put it in the correct mailbox or something that happens in my complex all the time. I didn't realize I need to have other cards that I looked in the uh my coverage of my benefits guys. I was like, oh, I'm supposed to have other cards. So I said, let me call them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir. Well, I, I can help you with getting a card, sir. Can I please get your callback number just in case the calls dropped, I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Yes, um, area code [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you know your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] With my EBS EBMS card, I do, but I don't know it was different from my my benefits card.
[AGENT][NEUTRAL] Yes, it will be different. Um, what is your social and I can pull it in that way for you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. OK. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, this is.
[AGENT][NEUTRAL] Alright, I'm gonna need for you to please verify your date of birth for me.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] And then can you please give me your address, phone number and email address that we have on the policy for you, sir.
[CUSTOMER][NEUTRAL] Um, my, my address is [PII].
[CUSTOMER][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] And my email should be [PII].
[CUSTOMER][NEUTRAL] And contact number is, again, [PII].
[AGENT][POSITIVE] OK, thank you very much for verifying your policy for me. Let me look something real quick.
[AGENT][NEUTRAL] Make sure I've got your.
[AGENT][POSITIVE] Yes, I do OK and.
[AGENT][NEUTRAL] OK, so what I'm going to do is I'm gonna request that a new card be mailed to your address that we have on file that you just verified for me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And you should be getting that in 7 to 10 business days, sir.
[CUSTOMER][NEUTRAL] Oh, OK. I have a, um,
[CUSTOMER][NEGATIVE] Trying to see, uh, I have a, um, stress test appointment scheduled. That's what made me pushing cause I'm like, they were saying, well, you owe $3000 out of pocket. I say, then my APL kick in and say we don't have the information that that's not what you, that's how I figured out I said, oh, I'm supposed to have another card.
[CUSTOMER][NEUTRAL] Um, that appointment is on the [PII]. It's kinda, kinda. Is there anywhere? Um,
[AGENT][NEUTRAL] Yeah, that is.
[AGENT][NEUTRAL] Let me give you, um, are you signed up for the online service center?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Because if you sign up for that, you can get it immediately.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, no, I didn't know that was, uh, uh.
[AGENT][POSITIVE] OK, let me give you that, yes sir, let me give you that website it's a really nice um website it's a portal to your policy so you can even file claims on it if you ever needed to do that yourself you can file claims, um.
[CUSTOMER][NEUTRAL] Option.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You just let me know when you're ready and I will give you the address.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes sir that's correct when you go in there the first time as a new user, that first options you're gonna choose new user.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then that second option you're going to choose is you're an individual with an APL policy.
[AGENT][NEUTRAL] Once you choose your username and password.
[AGENT][NEUTRAL] You should be able to get in there and get a copy of your card.
[CUSTOMER][NEUTRAL] OK, do I need like a uh like a uh account number or anything?
[AGENT][NEUTRAL] No sir, because it asks for your social security number when you sign up, and that ties in every policy that you have into one spot for you.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEGATIVE] Makes sense. Ah, that's so much helpful, you know, you don't go to the doctor a lot, you, you know, you're like, oh, this is a new process. I'm like, why am I stuck with a $4000 bill? Like, that's why I got this yesterday like, well, we don't have that. Oh, I'm supposed to have another card.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Well, if, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If your hospital visit was after [PII].
[AGENT][NEUTRAL] And you get your card if you can take it, give it back to them and let them file the claim for you, they should be able to file the claim for you. We don't have a timely filing limit as long as you're covered on the date of service you can file a claim at any time.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah, that was like, um, that was like middle of last month and like I got a, like I say a follow up test on the [PII] and that's when I was like when they sent me my pre-estimate, I'm like I got coverage. Why do I still owe $3000 and I was like.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I and I asked, I said, I have, I said supplemental they were like, well, we don't have proof of that. I said, oh, that's not with my record. That's when I was like, let me go back and read. Oh, I'm supposed to have another card. So it's kind of like in hindsight. I'm like, oh, I never did get that other card. I forgot.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, yes, sir.
[AGENT][POSITIVE] Yes, it's very helpful if, yeah.
[CUSTOMER][NEUTRAL] Put it in the wrong, you can.
[CUSTOMER][NEUTRAL] So the mailman doesn't like it's like 1250B, he might have thought it was old or something, and they used to have a miscellaneous box cause I get people's mail all the time. It might be like I say they didn't read it correctly. I used to put it in the box so they can like, hey, mis misplaced mail, but they took that box away so most people now just probably to get in a mind and throw it away.
[CUSTOMER][NEGATIVE] Unfortunately.
[AGENT][POSITIVE] Oh wow. Yeah.
[CUSTOMER][NEUTRAL] I'm assuming that's probably what happened if it was sent to.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] But OK, I was able to get hold of you and this helps me a lot.
[AGENT][NEUTRAL] Yes, Mr. [PII]. Is there anything else that I can do to help you today?
[CUSTOMER][POSITIVE] Oh no, this, this was quite helpful, so I'm gonna get that information to those people because I was like I can't come out of my pocket $3000.
[AGENT][NEUTRAL] Yeah, that's a lot of money at one time. It is.
[CUSTOMER][POSITIVE] Yes. But I appreciate the help. This was very helpful.
[AGENT][POSITIVE] Well, I'm glad I was able to help you today and I hope you have a good week and thank you so much for calling APL. You take care, Mr. [PII].
[CUSTOMER][POSITIVE] Alright thank you so much.
[AGENT][POSITIVE] You're welcome, sir. Bye-bye.
[CUSTOMER][NEUTRAL] Alright.