AccountId: 011433970860
ContactId: 228e75db-17e1-4579-a8a1-d283f897d490
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 699210 ms
Total Talk Time (AGENT): 299560 ms
Total Talk Time (CUSTOMER): 231649 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/228e75db-17e1-4579-a8a1-d283f897d490_20250604T19:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Um, I have, uh, uh, um, um, I, I guess gap insurance with you guys and I lost my card. I was wondering if, if there's any way that I can obtain my ID, uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, I can help you.
[CUSTOMER][NEUTRAL] Um, so I can go ahead.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome, [PII]. I can help you get your policy number and then I'll also order a card to be mailed to you. Um, [PII], what is your callback number, sir, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And then what is your, do you know your policy number?
[CUSTOMER][NEUTRAL] I don't know my policy number, uh, but I can give you, I guess my information to see if you're able to look it up.
[AGENT][NEUTRAL] Yes, uh, if you can give me your social, I can pull it in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me pull you up real quick sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please um verify your date of birth for me?
[CUSTOMER][NEUTRAL] Of course, [PII].
[AGENT][NEUTRAL] Thank you sir and then also your address, phone number and email address that we would have on the policy for you.
[CUSTOMER][NEUTRAL] OK, uh, my address is [PII].
[CUSTOMER][NEUTRAL] [PII] and my phone number is [PII].
[CUSTOMER][NEUTRAL] My email, um,
[CUSTOMER][NEUTRAL] I believe that's my personal email, but I can also provide you with my work email and just in case that is under there. Uh, my personal email is [PII] I'm sorry, [PII].
[AGENT][NEUTRAL] Yes, that's the one that I have for you, but I'm showing a different physical street address. Have you moved and need to update your address?
[CUSTOMER][NEUTRAL] Yes, I've actually moved, um, maybe like 2-3 years ago, um, uh, I moved to a new address. Yeah, I don't even remember my old apartment.
[AGENT][NEUTRAL] Hm
[AGENT][POSITIVE] Oh goodness
[AGENT][NEUTRAL] OK, can, can you.
[AGENT][NEUTRAL] Yes sir, can you give me your new address so I can make sure I've got it corrected in the system.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Of course. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK my.
[CUSTOMER][NEUTRAL] [PII] and um [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, there's no apartment number or anything like that for you.
[CUSTOMER][NEUTRAL] No, it's a
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, let me get that fixed for you real quick, get you up with the time frame that you're in now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Maybe that's why I haven't been getting my APO cards.
[AGENT][NEUTRAL] Right, we have a whole different address for you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm fixing it right now. It's gonna be just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So let me give you your policy number.
[AGENT][NEUTRAL] There's several numbers if you're planning on using it soon, there's several numbers that you'll need.
[CUSTOMER][NEUTRAL] OK, OK. So, um, uh,
[AGENT][NEUTRAL] You just let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready, I'm ready.
[AGENT][NEUTRAL] OK, so your policy number is 187.
[AGENT][NEUTRAL] 1855.
[AGENT][NEUTRAL] Your effective date is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then your employer group number is 22996.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 22996. OK.
[AGENT][NEUTRAL] Yes sir, and if they need to call and verify your benefits they can call the same number you called and we can give them all your benefits over the telephone if they need to verify anything.
[CUSTOMER][NEUTRAL] OK, OK. Uh, so,
[AGENT][NEUTRAL] And let me go. mhm.
[CUSTOMER][NEUTRAL] Uh-huh, go ahead.
[AGENT][NEUTRAL] I'm gonna order you a card, so it can be mailed to your home address, the new one that we just put in.
[CUSTOMER][POSITIVE] I greatly appreciate that.
[AGENT][POSITIVE] It's no problem at all.
[AGENT][NEUTRAL] Just give me just a second while I take care of that.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] OK, I've got that card ordered for you, Mr. [PII].
[AGENT][NEUTRAL] So it can be
[CUSTOMER][NEUTRAL] All right, thank you. I do have a few questions just because uh I have to kind of like do a little bit of an urgent procedure tomorrow at my dermatologist and I want and they're, they're telling me that they're charging me like about $400 something dollars to remove um
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Some, uh, a pier, so, um, I just need to know what are my benefits when it comes to APL and if there's anything that you guys would cover in terms of that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, well I can give your benefits to you and this is just to verify your benefits it's not a guarantee of payment, your policy that you have with us is your secondary insurance.
[AGENT][POSITIVE] And when you go in, give them your major medical insurance card, but then you can also give them the information that I just gave you and of course they can call. Um, it helps with deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Are you gonna be inpatient or outpatient?
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] It, I mean, it's um, I, what is the difference? I think I'm, I'm, I'm going to, it's probably gonna take an hour and then I can go back to work, honestly.
[AGENT][NEUTRAL] OK, so that's outpatient.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] And so you have an outpatient benefit amount per calendar year of $3000 that goes towards deductible, co-pay or co-width.
[CUSTOMER][POSITIVE] Oh man, thank God I, I called.
[AGENT][NEUTRAL] Is it gonna be done inside of an office or is it gonna be done in like um an ambulatory center that's connected to the hospital? What kind of facility is it gonna be at?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it's gonna be a doctor's office.
[AGENT][NEUTRAL] Doctor's office.
[CUSTOMER][NEUTRAL] Yeah, it's a doctor's office.
[AGENT][NEUTRAL] OK, let me look and see if you have um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Benefits for doctor's office for office visits. Let me check real quick.
[CUSTOMER][NEUTRAL] Yeah, she, she did tell me that what I would be responsible for is like my deductible amount, which um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She, she said for uh one of the pier says removals would be for about $400 something dollars and it would be for my deductible.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you do have.
[AGENT][NEUTRAL] Benefits for treatment in a physician's office.
[AGENT][NEUTRAL] But you don't have um.
[AGENT][NEUTRAL] physician office visit fee benefits. So the fee for the physician's office is not gonna be covered.
[CUSTOMER][NEUTRAL] OK. Well, I'm, I'm uh
[AGENT][NEUTRAL] So that
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Either way, like I think um it'll cover what's most expensive, which is a procedure itself.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, is there any other questions you may have for me or anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that'll be all. So I, I can give them my policy number and uh the effective date and the employer group number and then they can look up the policy and or call in to verify, correct?
[AGENT][NEUTRAL] That's right. Let me also give you, um, this will help them also. Let me give you the payer ID number.
[AGENT][NEUTRAL] That's so that they can send your claim in electronically.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That payer ID number is 60801.
[CUSTOMER][NEUTRAL] 60801. OK, perfect. Uh, and just to repeat back to you, the policy number you had mentioned was 1871855.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, employer group 22996.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] All right perfect thank you so much for your help.
[AGENT][POSITIVE] Well, you're very welcome, Mr. [PII]. Thank you very much for calling APL. I hope you have a good procedure and everything works out for you.
[CUSTOMER][NEUTRAL] All right, thank you and um do you guys have a portal for to log in?
[AGENT][POSITIVE] Yes, let me give you that website.
[AGENT][NEUTRAL] You let me know, are you ready? OK, it's [PII] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Like [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you go in there you're going to sign up um you're gonna create an OSC account.
[CUSTOMER][NEUTRAL] I'm here.
[CUSTOMER][NEUTRAL] Um, OK, and it's gonna be under insured, correct?
[AGENT][NEUTRAL] Yes, and you're gonna choose insured and just follow the prompts.
[CUSTOMER][POSITIVE] Got it, perfect, thank you so much for your help today.
[AGENT][POSITIVE] You're very welcome. You take care and thank you for calling APL.
[CUSTOMER][POSITIVE] Have a nice day. Bye-bye.
[AGENT][NEUTRAL] You too bye bye sir.