AccountId: 011433970860
ContactId: 3a97cfac-c666-4527-b1b0-4ceb357c1811
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289059 ms
Total Talk Time (AGENT): 143946 ms
Total Talk Time (CUSTOMER): 111887 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/3a97cfac-c666-4527-b1b0-4ceb357c1811_20250306T20:20_UTC.wav
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[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I just wanted to find out if I have the plan um with you guys. I um
[CUSTOMER][NEUTRAL] I have signed up last last year. I don't know if it rolled over or not, so I just wanted to see if you could help me out with that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, I can see if you've got any active policies with us. um, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 733.
[CUSTOMER][NEUTRAL] 842 4.
[AGENT][NEUTRAL] OK, thank you. Do you happen to have one of those policy numbers?
[CUSTOMER][NEUTRAL] Um, I think, I think I can give you the group number.
[AGENT][NEUTRAL] Uh, that'll work.
[CUSTOMER][NEUTRAL] OK, perfect. Um, it would be uh 256-76.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Was that a professional aviation management?
[CUSTOMER][NEUTRAL] Yes. So I would be, I would be part of that group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No 2.
[CUSTOMER][NEUTRAL] Come
[AGENT][NEUTRAL] OK, I believe I found you. Um, what was your date of birth, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I'm just gonna verify some uh additional information really quick um can I get your uh mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, 2 nights.
[AGENT][POSITIVE] Perfect. OK, thank you so much for verifying that information. Um, so yes, I did find you and you do have an active policy with us. Um, it is a secondary medical policy, and whenever you're ready I can give you that policy number.
[CUSTOMER][NEUTRAL] Is a secondary
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Uh-huh.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it's 02.
[AGENT][NEUTRAL] 26
[AGENT][NEUTRAL] 5118.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh wait, 8. OK. uh 02265118.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK, so I have a question. So, I ended up in the hospital twice, once in January, and then once again, like in February, with the stomach virus thing. So what do I do? I just, do I just send the bills over to you guys, or how does that work?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Um, when you went there, did you give the providers or, uh, the facility wherever you went to, did you give them this, were you able to give them this information?
[CUSTOMER][NEUTRAL] No, I gave them, I gave them my, my the, my insurance, the United Healthcare Insurance policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, um, so did you pay that remaining balance already?
[CUSTOMER][NEUTRAL] No, I have not.
[AGENT][NEUTRAL] OK, so what I would do, um, just for the sake of simplicity, so it's you don't have to worry about a lot I would simply try to call that facility wherever you went for treatment to give them this information and see if they'll file that claim on your behalf.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, if there's any confusion or they're not heard of us or anything like that, they're more than welcome to give us a call as well. That's just so it's just much less for you to have to worry about if they won't, if they don't accept secondary or anything like that, you can still file the claim yourself it's just a little bit more roundabout.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Alright, so then if they don't wanna do it, then I just basically would have to pay the bill and then seek reimbursement from you guys, I guess, basically.
[AGENT][NEUTRAL] No, you don't have to you don't have to pay it right away. I mean that's completely up to you you can um but you can file the claim and so once if you do, then we would just simply send that money to you um now if the provider filed the claim we would just send that money to them.
[CUSTOMER][NEUTRAL] Oh, OK, so I don't have to pay it. I just have to wait until you give me a check then.
[AGENT][NEUTRAL] Yeah, I could so again I wouldn't, I would try to get them to do it for you first just because it'd be a lot easier, um, but if they don't then yeah you could definitely give us a call back and we can walk you through, uh, how to file that claim or those claims.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah. Of course.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Oh my God, thank you so much. You're awesome.
[AGENT][POSITIVE] You're very welcome, yeah, of course. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright well thanks for giving us a call [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.