AccountId: 011433970860
ContactId: 4e2ed2d8-eecd-4949-b55a-f17a66d134ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 431059 ms
Total Talk Time (AGENT): 195807 ms
Total Talk Time (CUSTOMER): 87470 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/4e2ed2d8-eecd-4949-b55a-f17a66d134ef_20250328T16:01_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, I'm uh trying to get my online deal set up and I get an error saying that.
[CUSTOMER][NEUTRAL] Oh, can't find no user found based on the information entered. I'm just trying to have the gap insurance or whatever through my employer.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes, sir. Well, it would be my pleasure to assist you and we just need to verify your information. Do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, policy number, would that be through the.
[AGENT][NEUTRAL] APL.
[CUSTOMER][NEUTRAL] APL, uh, I don't have it in front of me now.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's not a problem. I can look it up by your social if that's OK with you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And that number.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is your name please, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what is your email address?
[CUSTOMER][NEUTRAL] Uh, my personal is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what about your current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see what's going on for you, Mr. [PII], bear with me just one second.
[AGENT][NEUTRAL] Uh let's
[AGENT][NEUTRAL] Verify your social. Do you mind verifying, while I looked it up by your social, never mind.
[AGENT][NEUTRAL] Let me do something else. Sorry about that.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, I'm wondering if they hadn't got something keyed in there wrong or something.
[AGENT][NEUTRAL] Did you put [PII] after your last name?
[CUSTOMER][NEUTRAL] No, should I?
[AGENT][POSITIVE] I bet that's it, yeah, we have you as [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yep, that worked.
[AGENT][NEUTRAL] It's just that one little thing.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You wanna go ahead and create that account. Let me just make sure you get in if you don't mind.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah, I can
[CUSTOMER][NEUTRAL] Sure, give me just a second here.
[AGENT][POSITIVE] OK, take your time.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][POSITIVE] No problem.
[AGENT][POSITIVE] Looks like that was created.
[CUSTOMER][NEGATIVE] I still stuck saying submitting on my end.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And once you have that account, you can go back in and log in. If you want to view your policy benefits, you can click on your policy number, which is the 2137685.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And it will download your policy certificate and you can view benefits that are covered.
[AGENT][NEUTRAL] Within the policy certificate, there's a page called a schedule of benefits page.
[AGENT][POSITIVE] And that would be the page, the easiest page to look at for benefits.
[AGENT][NEUTRAL] And also you can view claim status. You can print cards from the portal as well.
[AGENT][NEUTRAL] And just always show your APL ID card with your primary insurance card when going for medical attention for sickness or injury.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Is there like a list of.
[CUSTOMER][POSITIVE] Approved.
[CUSTOMER][NEUTRAL] Providers or anything like that I can see on here or.
[AGENT][NEUTRAL] For the riders or you talking about providers, got you. So this policy does not participate in a network.
[CUSTOMER][NEUTRAL] Providers like.
[AGENT][NEUTRAL] Um, provider option that would be through your primary insurance. You would need to check with them.
[AGENT][NEUTRAL] Because this policy is secondary and we will only pay toward the deductible co-pay or co-insurance applied by your pri primary insurance.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So make sure you check with them.
[CUSTOMER][NEUTRAL] OK, there is a way on here to do uh.
[CUSTOMER][NEUTRAL] Do a claim for reimbursement or whatever.
[AGENT][NEUTRAL] There it is, um, so you would, we would need the itemized bill with the diagnosis codes and procedure codes from the provider.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then we'll need a copy of your primary explanation of benefits for that specific data service and provider showing what was applied to deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you can just upload the claim documents as well online.
[AGENT][NEUTRAL] And there's also an option to sign up for direct deposit for benefit payment.
[AGENT][NEUTRAL] As well as text message text message notification when a claim is received and processed.
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][POSITIVE] My pleasure. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Well, that's it. Thank you.
[AGENT][POSITIVE] Well, Mr. [PII], thank you for calling the APL. It was a pleasure to assist you. If you need any further assistance, never hesitate to give us a call. I hope you and your family have a wonderful weekend.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Uh