AccountId: 011433970860
ContactId: 3024b2d8-024a-49d0-a091-12da74535b19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383779 ms
Total Talk Time (AGENT): 136021 ms
Total Talk Time (CUSTOMER): 180768 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/3024b2d8-024a-49d0-a091-12da74535b19_20250324T22:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], um, my name is [PII], and I just went to an urgent care and I'd like to submit my bill to you to you guys so I get um my money back. How do I do that? I have the receipt.
[AGENT][NEUTRAL] OK, so claims can be submitted through our online service center. We have a portal online. They can also be mailed or faxed. Have you ever logged in online?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] We're just gonna pick me. I don't think I have, um, this is so let me just see, I see an [PII] [PII], but you said I could do it online. Is that what you?
[AGENT][NEUTRAL] Right, so we have a website where you can go and create a username and password to log in and you can do them online that's generally the quickest, easiest.
[CUSTOMER][NEUTRAL] I see. OK, and I just submit the receipt. Uh, can you verify, um, that I'm covered under the urgent care? I believe I am.
[AGENT][NEUTRAL] Yeah, let's take a look. What is your policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Um, hold on, it's hard to see, jeez, because it's so old. Um, 02, wait, it's so hard to see.
[CUSTOMER][NEUTRAL] When the supervisor you that. 02 I think it's 0234 836.
[CUSTOMER][NEUTRAL] Hold on. OK, well, [PII], does that make sense? Uh, it's hard to see the number. Are you able to pull it up? I have a group number. Can I give you that?
[AGENT][NEUTRAL] Yeah, we can try by the group number. Give me just one second.
[CUSTOMER][NEUTRAL] I uh.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] 17896
[CUSTOMER][NEUTRAL] Through
[AGENT][NEUTRAL] And then what was your first and last name again, please?
[CUSTOMER][NEUTRAL] Can, yeah, [PII].
[CUSTOMER][NEUTRAL] With no
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then [PII], if you can give me please your date of birth and address.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much. OK, so.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Here on the phone to.
[CUSTOMER][NEUTRAL] Can you go on American Public Life on your phone?
[CUSTOMER][NEGATIVE] That's so bad.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] I had nothing, no, [PII], not yet.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] So, it looks like your policy that you have does not, the only thing it's not, not showing as far as covering would be the physician office visit fee.
[AGENT][NEUTRAL] Um, urgent care is listed, so that is covered under the policy, um,
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] So is it, let me ask you something, yeah, go ahead, go ahead, so.
[AGENT][NEUTRAL] No, no, no, that's OK. Go ahead.
[CUSTOMER][NEUTRAL] No, I was just, so is there an app for American Public Life or um.
[CUSTOMER][NEUTRAL] I've had this insurance for so long, but I, you know, I carry the card with me.
[AGENT][NEUTRAL] So we don't have an app unfortunately um I mean we have a web address where you can go to like the full site and once you get logged in um that's where you can do those claims and there is an option there to like print another card if you needed a card as well.
[CUSTOMER][NEGATIVE] Please it's so loud.
[CUSTOMER][NEUTRAL] Oh, OK. Because the truth is that, that I could barely read the numbers on it in order for me to, um, to go into American public life, do I need all those numbers or I just put in my information?
[AGENT][NEUTRAL] So the only thing that you're gonna need is your last name. It's gonna ask for your social, um, the email that you have on your policy right now is the [PII] address, so you would want to enter that if.
[CUSTOMER][NEUTRAL] Right, yeah, that's my mother, yeah, so.
[AGENT][NEUTRAL] OK, OK, OK, um, so that has to be entered to create the login so all the information just has to match as far as last name, social, zip code, which is the [PII], and then put her email to get registered.
[CUSTOMER][NEUTRAL] OK. And, and if I'm in [PII] now and I went to an urgent care, I'm still covered, right?
[AGENT][NEUTRAL] Mhm. Yeah, it doesn't have to be in the state, you know, um, where the policy was taken. No, no.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] OK, so I'm under American Public Life right now and it says claim status, so I just, what, go and check your claim status, sign in and register. I see it. OK, I will take care of that right now. Thank you so much for your help. I really appreciate it.
[AGENT][POSITIVE] You're welcome. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] Bye bye.