AccountId: 011433970860
ContactId: 49594df8-9eab-4bbe-a0c0-33caf5e6d71e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226250 ms
Total Talk Time (AGENT): 66372 ms
Total Talk Time (CUSTOMER): 137109 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/49594df8-9eab-4bbe-a0c0-33caf5e6d71e_20250415T12:24_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, it's [PII]. How are you doing today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Oh, not too bad. So I went since December. We've been resigned up for our new medical, and I was originally told that I do not have gap insurance and now I'm slowly starting to fall in debt with medical bills and claiming financial hardship, and I look at my paycheck and they've been taking it out and I shredded my card. So is there any possibility that you could send me a new card? Unfortunately, all the information I have is where I work, my Social Security number and things like that.
[CUSTOMER][NEUTRAL] My wife's trying to look for her card and I don't know if she found hers or not, but is there any way you can mail me out a new card?
[AGENT][NEUTRAL] Um, yes, sir. I can mail you out a new card. Um, first, let me get a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Um, now, let me get your social so I can pull up your policy.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Thank you. Now, please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] Sure, my date of birth is [PII] and my mailing address is [PII].
[AGENT][NEUTRAL] OK, and please verify your email address.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK. And yes, sir, I found you in our system and your mailing address is up to date. So what I'll do is send a request to have your card mailed out to you and you should receive it within 7 to 10 business days in the mail. Um, is there anything else I can assist you with? Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect. Now
[CUSTOMER][NEUTRAL] Yes dear, I have one other quick question. So my other quick question is, once I get my card, do I call you guys back and find out if there's any coverage for back bills that I've already gotten now that I've had since we've been, you know, like I said, my, my HR people told us to sign up and I said, do we have gap this year? Nope. And then after I started getting in medical debt, I look at my paycheck and I'm like, why have they been taking it out? And then the guy goes, You got gap coverage. I'm like, you told me we didn't have it and I'm like.
[CUSTOMER][NEGATIVE] He goes, we don't have that saving saver and I'm like, Well, that's the one that was free. You've been taking $15 156 $92 out of my check a week. I want to know what the $200 is now I've built it, you know, and then, and now here I could've been using this towards things. So when I do finally get it, do I just call you guys back and what information do you need from me to submit to see if any of that was covered now now that I've gotten.
[AGENT][POSITIVE] Wow
[CUSTOMER][NEUTRAL] Been to the doctors and I've been going, I mean, I'm slowly trying to cut back on going to the doctors, but do I just call you back with the information I have, or
[AGENT][NEUTRAL] Um, well,
[CUSTOMER][NEUTRAL] How do we, how do we go about backlog and stuff like that?
[AGENT][NEUTRAL] OK. Well, what you can do is um contact your providers and let them know that you had gap insurance and um give them your policy number and our phone number so they can call and verify your benefits and they can file the claims themselves. Um, if they don't want to file the claims themselves, then you can file the claim yourself.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh got you alright.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, all right, thank you, dear.
[AGENT][NEUTRAL] OK. Is there anything else? Mhm.
[CUSTOMER][POSITIVE] Appreciate it.
[AGENT][POSITIVE] Uh thank you, [PII].
[CUSTOMER][POSITIVE] No, you have a nice day bye.
[AGENT][NEUTRAL] You do the same. Bye.