AccountId: 011433970860
ContactId: 235538c7-1be5-41b7-855e-67a7b1122253
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221179 ms
Total Talk Time (AGENT): 96510 ms
Total Talk Time (CUSTOMER): 96526 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/235538c7-1be5-41b7-855e-67a7b1122253_20250610T17:43_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good afternoon. My name is [PII]. Um, I work with the Down's Law Group and we have APL as a gap insurance. I have my card in front of me and, uh, the effective date of that card is [PII]. I wanted to know that will we be getting a new card because I need to provide it to my doctor right now.
[AGENT][NEUTRAL] OK, I can check and see if there was a new one.
[CUSTOMER][NEUTRAL] For uh
[CUSTOMER][NEUTRAL] Yeah, OK, uh, what do you need? Do you need do you need the policy or the group ID?
[AGENT][NEUTRAL] OK. Sorry.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah. Let me have uh a callback number just in case we get disconnected first and then I'm gonna need the policy certificate number, the outpatient cert.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh, yeah, my number is 305.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 333
[CUSTOMER][NEUTRAL] 1766.
[AGENT][NEUTRAL] OK. Thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 02496.
[CUSTOMER][NEUTRAL] 793.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And may I have the date of birth, mailing address, and email address for security?
[CUSTOMER][NEUTRAL] Yeah, my date of birth is uh [PII] and uh email address is my [PII] and last name [PII].
[CUSTOMER][NEUTRAL] And uh my address is [PII].
[AGENT][NEUTRAL] Thank you. All right. OK. So it looks like this group, the downsla group, um, is not making any changes, so there's not gonna be a new card sent out. It's gonna be the same card.
[CUSTOMER][NEUTRAL] OK, so if I have to, and um how do I check how much I think I've used a portion of um the gap insurance. Can you check for me as to the balance which is left in it right now?
[AGENT][NEUTRAL] Mhm sure.
[AGENT][NEUTRAL] OK, so I think.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so looks like you have used your outpatient benefits and you have used um $2,068.18 and you have remaining $1,931.82 for outpatient. You still have all your inpatient.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, so 1900 approximately right for outpatient or inpatient, like any, yeah, OK, alright, I, and I can provide the same card to my doctor, right, if I need to undergo any, uh, tests or anything, and they were asking if I have any gap, any other insurance besides United so I can give them this exact same card, right?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Correct. If you're gonna have any procedures done, you can go ahead and give this card to your doctor. Um, the only thing we do not cover, I think is the office visit. Let me see.
[AGENT][NEUTRAL] But other than the office visit, if it's for procedures, you can just go ahead and give them the card. Yes. Mhm.
[CUSTOMER][POSITIVE] OK. OK, sounds good. Thank you so much. You have a good one.
[AGENT][POSITIVE] You're welcome. You as well. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that would be it. Thank you.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling APO. Have a good day, Mr. [PII].
[CUSTOMER][POSITIVE] OK you too bye.
[AGENT][POSITIVE] Thank you, bye bye.