AccountId: 011433970860
ContactId: 3bd8ceba-ea50-432b-84e7-c0f97b674128
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 682960 ms
Total Talk Time (AGENT): 330694 ms
Total Talk Time (CUSTOMER): 341520 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/3bd8ceba-ea50-432b-84e7-c0f97b674128_20250429T16:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. My name is [PII], and I'm calling to try to figure out, I guess one, how to, uh, create an account or log in on your a new user I type of information, it tells me I'm not found.
[AGENT][NEUTRAL] OK, Mr. [PII], before we proceed, is it possible to get a callback number in the event that we get disconnected please?
[CUSTOMER][NEUTRAL] Uh, yeah, let me give you my cell phone number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for that, Mr. [PII]. I can definitely help you with registering onto the online service center and seeing what's going on. Um, one more question for you, are you logging in as a group or an individual?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh well, I work for a company, but I'm an individual.
[AGENT][NEUTRAL] OK, so do you happen to have your policy number by chance, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, I've got, let's see here, so I got a policy certificate number, is that what you're looking for?
[AGENT][NEUTRAL] Yes, sir. That's it.
[CUSTOMER][NEUTRAL] OK, it's 01897882.
[AGENT][POSITIVE] Thank you for that and bear with me one moment while I pull you up.
[AGENT][NEUTRAL] And Mr. [PII], can you also verify your date of birth and mailing address for me, please?
[CUSTOMER][NEUTRAL] Yes, date of birth is [PII].
[CUSTOMER][NEUTRAL] Mailing address is [PII], but [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the city and zip?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that, Mr. [PII], and that is what we have on file. So since you indicated you are registering on the online service center, can you also verify your email account to make sure we have the correct one connected with it?
[CUSTOMER][NEUTRAL] Uh, I don't know. You're gonna have one or two. Some of this they do with our personal, some of the stuff they do with our business. Uh, my personal, I mean, I'm not sure which one they use for you guys. My personal one is [PII]. My work one is.
[AGENT][NEUTRAL] OK, it doesn't look to be your Gmail. OK, what's your work?
[CUSTOMER][NEUTRAL] It came out.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Looks like it's your work email. Um, if you like, I can change it to your personal if you wanna leave it as your work, that's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][MIXED] No, it works fine. I just didn't, I didn't know which one it was.
[AGENT][NEUTRAL] Yes sir I understand and it does appear that you do have an account already set up. What I can do is give you your username. Um, you can't redo your username but you can definitely reset your password and resetting your password will give you access back in. So it looks like your username is your first name [PII] and then it's your last name [PII]
[CUSTOMER][NEUTRAL] that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] But.
[AGENT][NEUTRAL] So it's [PII].
[CUSTOMER][NEUTRAL] So [PII] 311.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] And if you'll stay on the line with me if you like, I can make sure you get in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] So I so I I probably generated that.
[CUSTOMER][NEUTRAL] And and it's been so long I I don't remember it. OK, so I typed it in the user name and just say forgot or reset password.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Right, forgot password.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Next, OK.
[AGENT][NEUTRAL] And it's gonna send you a link to um the phone on file or your work email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the ver I just do it on my mobile phone for the verification that'll be easier and I can look at it while we're talking.
[AGENT][POSITIVE] Yes sir and it does look like we have your mobile phone registered as well, so you're good to go on that as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, you've got, in fact, well, you got both phone calls from my office and home is the same phone number, but that's fine.
[CUSTOMER][NEUTRAL] I know something came up. OK, so now you need a new password, huh?
[AGENT][NEUTRAL] And it has to have one cap. Uh, me too, and you gotta keep up with so many. Um, you have to have one cap, one number, and one special symbol like the money sign or exclamation. It doesn't take the number sign for some reason.
[CUSTOMER][NEGATIVE] Oh, I hate passwords.
[CUSTOMER][NEUTRAL] Not
[CUSTOMER][NEUTRAL] OK, so APO.
[CUSTOMER][NEUTRAL] Maybe.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] And it doesn't take time.
[AGENT][NEUTRAL] The the pound number sign, yeah, it won't take the numbers on for some reason.
[CUSTOMER][NEUTRAL] You said it won't take.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I've never used that one.
[CUSTOMER][POSITIVE] Let's try that hopefully I did it twice the same.
[CUSTOMER][NEGATIVE] Uh, never. I hate it when Google always asks me for what I.
[CUSTOMER][NEUTRAL] Password reset. OK, so I should be able to just log in now let's see.
[AGENT][NEUTRAL] Yes, sir. You can go back.
[CUSTOMER][NEUTRAL] All this because I
[CUSTOMER][NEUTRAL] Uh, I gotta put this on my spreadsheet.
[AGENT][NEUTRAL] Um, I do the same thing except I have a little, a little notepad book, my little black book. It's just not black.
[CUSTOMER][NEUTRAL] Oh, I have an online, uh, I have a an online spreadsheet that's just full of these things.
[AGENT][NEUTRAL] Yeah, she probably do the same.
[CUSTOMER][NEGATIVE] It's really embarrassing.
[AGENT][NEGATIVE] No, with so much that we have to keep up with, it's not anymore, it's not possible. I guess back in the day you kept up with numbers better and now it's user names and passwords.
[CUSTOMER][NEUTRAL] Yep, OK.
[CUSTOMER][NEUTRAL] Says that you have you you can receive claim status updates via text message oh.
[CUSTOMER][NEUTRAL] So I would give you that
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I guess it's not.
[CUSTOMER][NEUTRAL] OK, so there we go so.
[CUSTOMER][NEGATIVE] It sent me another ramification.
[AGENT][NEUTRAL] That's probably for you to have access to set up the the messaging that we'll be doing.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Status updates.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] It's showing you're active and you're in.
[CUSTOMER][NEUTRAL] Well, it did, it did my OK it changed. Oh, I see. I tried, I tried to put in the same.
[CUSTOMER][NEUTRAL] Um, oh, let's do this again. I darn it, I'm, I'm, I'm gonna let you hang up in a minute, I promise.
[AGENT][NEUTRAL] OK, no, you're fine. Take your time, Mr. [PII]. I understand. It's OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] I just wanna make sure that you're in before we do hang up because I don't want you to have to call back for more issues. I'm trying to make sure I help you.
[CUSTOMER][NEUTRAL] Confirm
[CUSTOMER][NEUTRAL] Yep, nope, I'm in there.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] I'm in there, yeah, yeah, because because the reason I did this, now you're probably not the right person for this is I was, I went to a clinic on Saturday night.
[CUSTOMER][NEGATIVE] And I did not even realize I don't know what you guys pay. I end up paying my deductible in cash or paid them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] And they said I need to submit to you guys for a refund on it.
[AGENT][NEUTRAL] Yes, and you can download the claims um on the online service center and it'll also allow you to fill out the claim form on there as well so um once we get it we'll definitely let you know that we've got it and we're working on it and then once it's finalized you can view the explanation of benefits and since you're filing reimbursement will go back to you because of course you paid for services um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just make sure that when you submit the claim that you submit a copy of the itemized bill, you can generally get that from the billing department and it just has procedure codes and charges of what was done that day.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see I've got today's visit, diagnosis, imaging tests.
[CUSTOMER][NEUTRAL] Uh, there's nothing there. Oh, here we go. Nope, that's my medications they I'm on, and the only thing he gave me was a
[CUSTOMER][NEUTRAL] Mercy Enterprise payment receipt guarantor ID patient, it is not it was basically just my copay payment so it does not have any kind of a code.
[AGENT][NEUTRAL] OK, you can call the facil facility and tell them you need to speak to somebody in the billing department and you need an itemized bill for the services rendered on that day. And what I'll go ahead and do, Mr. [PII], is to make sure that you've got clear information on what you need to do. I'll go ahead and email you the instructions on how to file the claim and the claim form as well.
[CUSTOMER][NEUTRAL] So I need to get
[CUSTOMER][NEUTRAL] OK, because I'll probably still bill you for part of the, the what they're what they did. I just paid the copay. I didn't know. I didn't realize I wasn't supposed to pay the copay.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Right. I understand. Well, um,
[CUSTOMER][NEGATIVE] You know, our, our deductible, not I, I see it's not shouldn't using the copays the word deductible. I paid the $75.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, the visit, is that called a co-pay or deductible? I can't it's called.
[AGENT][NEUTRAL] It, it is a copay. Sometimes it's a co-pay, but it, um, it just depends on how your plans set up if you have a high deductible, major medical.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, then it's considered part of the deductible. So, I'll go ahead and email that to you. And if you want, you can let them submit it, but if you let them submit it, reimbursement's gonna go back to them for whatever's needed. So it's ultimately up to you how you wanna handle it.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Right, so there's the.
[CUSTOMER][NEUTRAL] They'll just get, they'll they'll get double paid, right?
[AGENT][NEUTRAL] Right, and then you'll have to get your money back from them, in other words, yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, but like I said, I can go ahead and email you the information on how you can file along with the claim form. That won't be a problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that'd be great, yeah, I'll give a care of my HR manager and you know, and she may say let their billing go through first. I don't know because l[PII] right now I'm trying to look at, you know, right now with you guys you they processed.
[AGENT][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] Nothing this year, so I guess they haven't submitted anything.
[CUSTOMER][NEUTRAL] For this year yet.
[CUSTOMER][NEUTRAL] For you know for this work
[AGENT][NEUTRAL] Let me see. I can check that for you.
[CUSTOMER][NEUTRAL] Yeah, because, yeah, 9924, [PII] and 102 were the only two that were processed, so they may not, they may not even build you yet.
[AGENT][NEUTRAL] Yeah, sometimes it takes them a while to build.
[CUSTOMER][NEUTRAL] Yeah, yeah, so.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] It looks like we did get a couple claims in [PII], um, but I can't see the specific details on it. Yeah, if it's something that was just done it hasn't came in.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, and this was just
[CUSTOMER][NEUTRAL] Well, this and this was just Saturday.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, this was just done on the [PII] or [PII] of this month, so they probably didn't send it out to you yet. OK, no, not a problem. I will, I will talk to [PII] if, if it's easier I'll just, you know, I'll just.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] You know, we'll, we'll get it worked out. I'm not worried about the $25. I would just more wanting to get things caught up.
[AGENT][NEUTRAL] OK. Well, I'm gonna go ahead and send you the information anyway just in case um you decide to do it, if not now, maybe in the future, you may need it. So you'll have it on him, Mr. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] And we'll go from
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Nope, you did fantastic.
[AGENT][POSITIVE] Well thank you for calling APL and it was a pleasure speaking to you and I hope you have a wonderful day as well.
[CUSTOMER][NEUTRAL] You too bye bye now.
[AGENT][POSITIVE] Thank you. Bye.