AccountId: 011433970860
ContactId: 4b37fb2b-860e-4358-9a2b-21a5b2ca8350
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288709 ms
Total Talk Time (AGENT): 132390 ms
Total Talk Time (CUSTOMER): 140336 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/4b37fb2b-860e-4358-9a2b-21a5b2ca8350_20250211T21:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, I just got my new, uh, APL, um.
[CUSTOMER][NEUTRAL] Um, you know, payer ID cards, and I'm trying to register online and it's coming up with please contact customer service. Can you help me out?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah I think yeah I think our online service center is down.
[AGENT][NEUTRAL] At this time, yeah, that's why you're receiving that message.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, alright, because I tried this last week and I got the same thing.
[AGENT][NEUTRAL] You were trying, you were trying to upload your claims?
[CUSTOMER][NEUTRAL] I don't have a claim. I'm a new user and um I'm registering to open you know to whatever you do to, um, it says to find an ID cards.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And encourage you to register your secure online service center at and that's where I'm going.
[AGENT][NEUTRAL] Right. OK. What's your policy number, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] Uh, wait, hold on.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I got the payer ID I got the group.
[AGENT][NEUTRAL] Uh, should be a policy cert number starts with a 0 maybe.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Near the bottom of the card.
[CUSTOMER][POSITIVE] That's a good question.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The benefit number?
[AGENT][NEUTRAL] The policy certi.
[CUSTOMER][NEUTRAL] Um, in, in hospital benefit certain number, oh, OK, sorry, um, 025.
[AGENT][NEUTRAL] Yes, that one.
[CUSTOMER][NEUTRAL] 898
[CUSTOMER][NEUTRAL] 55
[CUSTOMER][NEUTRAL] ML 7 Mary Louise 7.
[AGENT][NEUTRAL] OK, what
[AGENT][NEUTRAL] OK, thank you. What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, sure, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And what's your date of birth and your mailing address on file? Let me verify this information.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] And the home address is [PII].
[AGENT][NEUTRAL] And your email address on file?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mm looks like it could be your work email maybe.
[CUSTOMER][NEUTRAL] OK, then it's [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that for me. Alright, so yeah, our online service center is, is temporarily down, uh, right now, um, so you can perhaps uh try to uh create that later, but yes, you do have access to your ID card, your policy cert, um, you can upload claims.
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can I can.
[CUSTOMER][NEGATIVE] Can I ask you a stupid question? How does it work?
[AGENT][NEUTRAL] The policy?
[CUSTOMER][NEUTRAL] It's the first time I've had a supplemental insurance.
[AGENT][POSITIVE] OK, good question so.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So my, yeah my company has a $6000 deductible, and I think this is a $6000 gap filler.
[AGENT][NEUTRAL] Correct, so, mhm, so I'm showing that you have an outpatient benefit of $6000 per calendar year and then a separate benefit for your inpatient services, which is $6000 per calendar year as well. So this policy acts as a secondary payer to the major medical plan.
[CUSTOMER][POSITIVE] I think that's how it works.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And this plan is designed to assist with um amounts applied towards your major medical deductible co-insurance and or co-pay amounts of covered charges up to the benefit amounts maximums that I just stated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I is it a is it a is it like like a reimbursement program I pay and then get reimbursed?
[AGENT][NEUTRAL] Um, generally when you present, uh, both cards, your major medical and your, um, APL card, your providers will submit the claims on your behalf, um, but for whatever reason, should you want to submit them on by yourself, then the reimbursement will come to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK great alright cool so I just give them my give them this card as well as the regular major medical card when I do so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, because they'll wanna call us to verify your benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Right, OK, awesome. OK, I appreciate that. Uh, I wasn't sure how it works. Alright, well, thanks much. You've answered my question. I'll, I'll try again to register this another time. all I'm in the system, I'm good.
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Very good and you are. Anything else?
[CUSTOMER][POSITIVE] All right, thank you so much. No, that's it. You have a great day.
[AGENT][POSITIVE] Alrighty, [PII].
[AGENT][POSITIVE] You too, [PII]. Thanks for calling APL. Have a good day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. All right, bye-bye.