AccountId: 011433970860
ContactId: 574ea03e-6503-4db3-816a-a769e41c09f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 508779 ms
Total Talk Time (AGENT): 140514 ms
Total Talk Time (CUSTOMER): 150669 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/574ea03e-6503-4db3-816a-a769e41c09f1_20250619T21:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], good afternoon. This is [PII].
[CUSTOMER][NEUTRAL] Um, I have, I have, I'm a member of United Healthcare, but they told me I have to call APL to get the information about, uh, gap insurance which they have.
[AGENT][NEUTRAL] OK. Are you calling on behalf of a provider or an insured or yourself?
[CUSTOMER][NEUTRAL] No, I'm, I'm, yeah, I'm insured. I'm calling for myself.
[AGENT][NEUTRAL] OK, um, can I get a good uh callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure it's area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a policy with us?
[CUSTOMER][NEUTRAL] Yeah, I have a policy with United Healthcare. I have a, I have the ID number.
[AGENT][NEUTRAL] Do you have a policy with APL?
[CUSTOMER][NEUTRAL] No, what happened this one this with United Healthcare, but they said I have a gap insurance with APL, so I have to call APL in order to get the card and the information.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Is it alright if I look it up by your social?
[CUSTOMER][NEUTRAL] Yeah, uh, I can, I can use my social or the ID number. So is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And first and last name?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And did you want your policy number?
[CUSTOMER][NEUTRAL] Yeah, how do I get that you, uh, I get it by mail or, uh, how do I get that?
[AGENT][NEUTRAL] Let me see something real quick and I can, I, I might be able to.
[AGENT][NEUTRAL] Email it to you. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK, thank you.
[AGENT][NEUTRAL] And what email would you like for us to have on file?
[CUSTOMER][NEUTRAL] Yeah, I, I think my first name [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, give me just a moment and let me get your policy to you, or your policy card to you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, thank you so much [PII].
[AGENT][NEUTRAL] Alright, I just sent that ID card to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you for that.
[CUSTOMER][NEUTRAL] Yeah, so I have a question. So how, how does that work? I have to pay some money or uh it's already by the insured?
[CUSTOMER][NEUTRAL] Or by the insurance?
[AGENT][NEUTRAL] Uh, it looks like your employer pays this.
[CUSTOMER][NEUTRAL] My employer pays that? OK.
[CUSTOMER][NEUTRAL] OK, so when I go to the, uh, in the doctor's office, I have to give both cards, right? United Healthcare and the ABS, right, for both.
[AGENT][POSITIVE] Correct, you'll wanna give both.
[CUSTOMER][NEUTRAL] OK, and there should be some money contributed to this account right by the employer?
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] So there I mean the employer is contributing some money to APL, right?
[AGENT][NEUTRAL] Right, it's coming, uh, I believe it comes out of your paycheck or somehow your employer is paying this policy for you, the premium for it.
[AGENT][NEUTRAL] Uh, whenever you opted for this policy, it, it should come out of your, uh, paycheck.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, and there should be some money, right? What money is there, that's all I can use, uh, for the doctor's office, right?
[CUSTOMER][NEUTRAL] In this card in APL.
[AGENT][NEUTRAL] let me see. This one is secondary gap insurance, so it helps cover copay, co-insurance, and co-deductible. So your primary will pay, you will get uh the claim first and then once they pay, if they pay any sort of services, they'll send you an explanation of benefit showing that they they paid part to the claim and then uh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They'll send it to us or the doctor will uh send it to us with that explanation of benefits. If your primary insurance for whatever reason denies the service, uh, this insurance won't pick up either. It only helps pay after the fact.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, so, oh, OK, if they pay if the remaining may be paid by you, right? APL, right? If they don't pay, it's not covered at all.
[AGENT][NEUTRAL] Correct, if it's a covered service.
[AGENT][NEUTRAL] Right, if it's a covered service it'll do that mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh it's called cover service. OK, so if they pay primary pay, then the remaining you will pay. If they don't pay, then nothing will be paid, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, all right, yeah, thank you so much, thank you so much, thank you.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, it's fine, thank you. So that's what I need to have, right? I don't have to have a card.
[CUSTOMER][NEUTRAL] By mail, right? I cannot give the information from the email correct?
[AGENT][NEUTRAL] Uh, right, your policy, your policy card is in I just emailed it to you and you'll be able to print that off and keep it, mhm.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK, OK, thank you, thank you.
[AGENT][NEUTRAL] Is there anything else I can help you with? Sure.
[CUSTOMER][POSITIVE] Thank you so much, [PII].
[CUSTOMER][POSITIVE] Um, no thank you, thank you, you have a good day, thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.