AccountId: 011433970860
ContactId: 21b49491-c150-4e8f-a5cc-b8e862a07252
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 817890 ms
Total Talk Time (AGENT): 411099 ms
Total Talk Time (CUSTOMER): 258598 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/21b49491-c150-4e8f-a5cc-b8e862a07252_20250121T19:40_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] How you doing, man? My name is [PII]. I have a policy with you guys. Um, I need some kind of information to help me know how to use it.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with that this afternoon, Mr. [PII]. What is your policy number? Do you have that available?
[CUSTOMER][NEUTRAL] Um, I don't really have the policy. I have my Cigna card. That's why I'm trying to find out what do I do from there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can look up your APL policy by your social, would that be OK?
[CUSTOMER][NEUTRAL] Absolutely it's um [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your date of birth and current mailing address, please, sir?
[CUSTOMER][NEUTRAL] It's um [PII].
[CUSTOMER][NEUTRAL] And it's, um, [PII].
[AGENT][NEUTRAL] All right, thank you, sir. And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] And can we add an email on file for you?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's um BBO.
[CUSTOMER][NEUTRAL] Y as in Yellow. Z as in [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], so it's [PII].
[AGENT][NEUTRAL] And that's [PII] [PII], [PII], [PII] [PII] [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, 2 [PII], yes, yes, ma'am.
[AGENT][POSITIVE] Got you. All right.
[AGENT][NEUTRAL] And do you have a copy of your APL card?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] I can email you a copy if you would like.
[CUSTOMER][POSITIVE] I really appreciate whatever copies you could send me thank you so much.
[AGENT][POSITIVE] Yeah, and it's oh it's my pleasure and I'm gonna assist you with how to use this policy as well. Now with this on this card, there's going to be a portal address and you can create a log in and password. You can print more cards. I see you have several dependents on your policy. You can also click on the policy number and view your policy benefits.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, that is online, and once you create that account. Now, with this card, it's, it is your secondary gap policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you are going to
[CUSTOMER][NEUTRAL] OK, so I have a primary or this is a secondary, just it's called secondary.
[AGENT][NEUTRAL] Your Cigna is going to be your primary.
[CUSTOMER][NEUTRAL] OK, signal, OK.
[AGENT][NEUTRAL] Mhm. And this is going to be your secondary policy.
[AGENT][NEUTRAL] And you are going to, anytime that you need to go for medical attention, such as in a hospital, urgent care, emergency room.
[AGENT][NEUTRAL] Um, diagnostic testing center, outpatient facility, hospital for surgery, um, and physical therapy. You're gonna show your APL card along with your Cigna card.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] And you're sending me that copy.
[AGENT][NEUTRAL] I am.
[AGENT][POSITIVE] And um it does not cover, it's my pleasure. It does not cover services in a doctor's office.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] And let me see what else we've got.
[AGENT][NEUTRAL] Give me just one second.
[AGENT][NEUTRAL] Let me get this because I do want to make sure that you receive your card by email and can open the attachment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes, it's my pleasure.
[CUSTOMER][NEUTRAL] Because all my coworkers are are wondering what's going on. They haven't received anything, so I, I'm the one that's really reaching out.
[CUSTOMER][NEUTRAL] First to see what's going on and how could I make it easier on them.
[AGENT][NEUTRAL] Yeah, so if you would give them that website as long as we have their email when you get this, when you get this card, it's got the [PII] and they can create an account and print cards they can also view their policy benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I just emailed that to you. It's gonna be from care team.
[CUSTOMER][POSITIVE] Beautiful.
[AGENT][NEUTRAL] If you will make sure.
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][NEUTRAL] So I see right here it says um APL extended benefits it has my name, my family coverages group number.
[CUSTOMER][NEUTRAL] Medin select group med supplement.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That's right. And then.
[CUSTOMER][NEUTRAL] And it and it has the address and the phone numbers.
[AGENT][NEUTRAL] And at the bottom of the card, if you see it has the inpatient hospital benefit certificate number and the outpatient benefit cert number, that's going to be your policy numbers.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Beautiful.
[AGENT][NEUTRAL] So if you're admitted in the hospital, they're gonna use that inpatient hospital.
[AGENT][NEUTRAL] Um, benefit certificate number and then your outpatient services they're gonna use the outpatient.
[AGENT][NEUTRAL] Benefit certificate number, policy number.
[CUSTOMER][NEUTRAL] OK, so this policy is only basically good just if you go to um.
[CUSTOMER][NEUTRAL] Medcare or whatever it is.
[CUSTOMER][NEUTRAL] And emergency rooms.
[AGENT][NEUTRAL] So it's gonna be for like emergency rooms. Let me get that.
[AGENT][POSITIVE] Policy certificate. We're gonna make sure that we cover all the, that's my pleasure. Seriously. I'm glad you called because, you know, one of my, uh, I mean, I hate it when people have their insurance uh but they don't have the information to how to use it.
[CUSTOMER][POSITIVE] Thank you ma'am.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you know, they're your benefits and so.
[AGENT][POSITIVE] It's a pleasure to be able to assist you and make sure you don't miss any of the benefits.
[AGENT][NEUTRAL] Now also since the policy was active on [PII], if you were going through the benefits and you know that you used, had to pay for something that's covered, you can submit a claim for reimbursement.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Because
[CUSTOMER][POSITIVE] OK, so now this one, it's good and it, it started when ma'am 10-120 24.
[AGENT][NEUTRAL] Yes sir, 10 1 24.
[AGENT][NEUTRAL] And then your policy, the benefits started over on January the [PII] because it is a calendar year plan.
[AGENT][NEUTRAL] So for example, for outpatient benefits, you have a calendar year maximum of $2250. That's what we can pay towards your deductible, co-pay or co-insurance.
[CUSTOMER][POSITIVE] Excellent.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And so that you don't have to pay that out of your pocket. Now, it does cover the emergency room, urgent care facility, outpatient surgery, diagnostic testing.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you have treatment for a mental or emotional disorder, you have a physical therapy facility benefit, and an ambulance benefit. And then, of course, you do have the inpatient hospital benefits. And if you were admitted into a hospital, then you have benefits that we can pay.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Up to, let me get to this inpatient.
[AGENT][NEUTRAL] Up to 6700
[AGENT][NEUTRAL] $50 per calendar year.
[AGENT][NEUTRAL] Towards your hospital stay.
[CUSTOMER][NEUTRAL] Well, I, I was not aware at all.
[AGENT][POSITIVE] So it is a good policy and like I said on [PII], your your benefits started, which you've not used any, but your benefits started over.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So you have this full benefits available for [PII].
[CUSTOMER][POSITIVE] Beautiful.
[CUSTOMER][POSITIVE] And you're emailing me all that so I could basically go over it and I could register and I could do whatever it is to get into that portal.
[AGENT][NEUTRAL] Would you like for me to email you a copy of, well, on that card, uh did you check to see if you received that email from care team?
[CUSTOMER][NEUTRAL] I just received an email.
[CUSTOMER][NEUTRAL] Um, from
[CUSTOMER][NEUTRAL] Where is it?
[AGENT][NEUTRAL] Just make sure you can click on that attachment to view your card if you don't mind.
[CUSTOMER][NEUTRAL] You see what you
[CUSTOMER][NEUTRAL] OK, I just got an email from care team and it has the attachment in the bottom.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And it has your email says your business is appreciated, click here to share if we met or exceeded. Yes, I'll do that and um secured.
[CUSTOMER][NEUTRAL] [PII] to get started.
[AGENT][NEUTRAL] That's right, that's the website and if you create a login and password on that website, then you can view all of your policy benefits and print additional cards.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so if it says over here, um, new user I click on that and I just do I'm an individual I am an employer now what do I put as an employer or just put um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] You're an individual with an APL policy, the first one.
[CUSTOMER][NEUTRAL] The first one.
[CUSTOMER][POSITIVE] Then I put my name and all that good stuff.
[AGENT][NEUTRAL] That's right, and you're gonna use your social, not the medical ID on this policy you're gonna need to put your social in.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Go ahead, I don't mind waiting a minute while you create that and let's make sure you get in.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Now you you said there were other employees that didn't have any information?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] If if they go to this website and there's an issue, it may be that we do not have an email on file we have to have email for it to recognize.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] They never really, they never received anything. They're way in because we don't have uh in-house HR person.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So basically.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] We're just winging it, um, and I, I just couldn't wait enough because I have my kids and I wanna make sure everything is fine so that's why I the extra.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Well if you share that website with them and they have an issue, it may be because we do not have an email on file and they can just call us and we can add that email for them to create that account.
[CUSTOMER][POSITIVE] Yes, I'm gonna do that.
[AGENT][POSITIVE] It's pretty easy to create.
[CUSTOMER][POSITIVE] Yeah, I'm, I'm doing it just seems like really good.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] Uh, an error occurred during registration. Please try again or call the [PII]. Let me try again.
[CUSTOMER][NEUTRAL] My username, should it be the email address, or I could put a different username?
[AGENT][NEUTRAL] I wouldn't, I wouldn't do the complete email address if you want to do [PII], it should be fine, but.
[CUSTOMER][NEUTRAL] OK, uh lowercase [PII].
[CUSTOMER][NEUTRAL] Let's
[CUSTOMER][NEUTRAL] OK, so listen.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, it made me an account.
[AGENT][POSITIVE] Beautiful, so if you go back in and sign in then you'll see if you click on your policy number, your policy certificate.
[AGENT][POSITIVE] Well download and you can view everything that's covered on your plan.
[CUSTOMER][NEUTRAL] 377166
[CUSTOMER][NEUTRAL] Sure. Alright, so he sent me a text message. I confirmed now they say your phone number has been verified. Now I could see all the people on my plan.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That's right. You should see all of your dependents listed.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you can see your policy number with the 2,537,560.
[CUSTOMER][POSITIVE] Well, that's beautiful.
[CUSTOMER][POSITIVE] That's awesome.
[AGENT][POSITIVE] And if you ever have any questions or concerns, never hesitate to give us a call. We are here to help you any way we can.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Thank you again. I can't thank you enough.
[AGENT][POSITIVE] It's my pleasure, Mr. [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] This
[CUSTOMER][POSITIVE] That's it, ma'am. You've been a pleasure to talk to and thank you so much for everything.
[AGENT][POSITIVE] And thank you for calling APL. You and your family have a lovely day and a very happy New Year to you.
[CUSTOMER][POSITIVE] You too, ma'am. Thank you so much. Bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.