AccountId: 011433970860
ContactId: 63e3f80d-cdae-432c-ba17-3af35585a755
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 532729 ms
Total Talk Time (AGENT): 241086 ms
Total Talk Time (CUSTOMER): 122769 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/63e3f80d-cdae-432c-ba17-3af35585a755_20250129T15:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there. Uh, my name is [PII]. Um, so,
[CUSTOMER][NEUTRAL] I'm kind of in an odd situation here. Um, back in [PII], I had filled out an application and had uh opted for the insurance for a temp agency called Surge.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] At the time, I did not take the job. I went with another temp agency called Minuteman and
[CUSTOMER][NEUTRAL] Uh, they had started me at a place called WCR. Well, [PII] had bought out the contract.
[CUSTOMER][NEUTRAL] For WCR and I was then uh employed under Surge.
[CUSTOMER][NEUTRAL] And a lot of these in a lot of the cases with uh temp agencies, your benefits start when you take an assignment.
[CUSTOMER][NEGATIVE] Well, I ended up having to go to uh the emergency room last night.
[CUSTOMER][NEUTRAL] And so I guess I'm kind of wondering.
[CUSTOMER][NEUTRAL] If you can look up my account if I'm insured, how would I go or can I just give you the financial assistance services phone number for Kettering Health?
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Like,
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] What should I do about this?
[AGENT][NEUTRAL] OK, so you're wanting to verify first off that you have a policy with APL?
[AGENT][NEUTRAL] Is that correct? And then find out what you would need to do to file a claim, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And so first off, um, [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And your full social so that I can look up your information.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. So give me one moment, please.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, so I have located a policy for for you, Mr. [PII], and what I'll need to do first is to verify several things with you for security and also any information that is provided would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And also your home mailing address.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, thank you and lastly your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I do see that you do have an active policy, a limited benefit plan with us, Mr. [PII]. It went into effect on [PII].
[AGENT][NEUTRAL] I can give you that policy number. I'm also going to send you an email that has instructions for how to set up your profile in our portal here at APL, and that will give you access to your ID cards, it will have this policy number on there as well as all of the other information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But if you would like to take down your policy number, let me know when you're ready and I'll give that to you.
[CUSTOMER][NEUTRAL] Let me grab a pen.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Go ahead with that number.
[AGENT][NEUTRAL] OK, it is 02583369.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 336 9.
[AGENT][NEUTRAL] 0258
[AGENT][NEUTRAL] 336 9.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so give me just a moment and I'm gonna go ahead and send that to you.
[AGENT][NEUTRAL] Bear with me just a second.
[AGENT][NEUTRAL] OK. I'm also, now, you can do one of two things. Um, you can contact the facility that you want to.
[AGENT][NEUTRAL] And provide them this information?
[AGENT][NEUTRAL] On your ID card.
[AGENT][NEUTRAL] I can. Let me just do this as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna go ahead and send you a copy of your ID card even though you're gonna have access to that in your portal.
[AGENT][NEUTRAL] So let me pull that up. Just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now if for any reason the hospital will not file your claim once you provide them the information, you can submit the claim yourself to APL. The claim form that I'm attaching Mr. [PII] has all of the instructions on the first page of the claim form.
[AGENT][NEUTRAL] As to how to complete the form and all of the additional documentation that is required for you to send as well so you can use that first page as a checklist if you wanna call it that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And once you set up your portal if you have to submit the claim yourself you can actually upload your information into the portal.
[AGENT][NEUTRAL] And you do have to upload things from a computer you can't upload it from a phone it doesn't currently support mobile functionality, but you can upload it directly into the portal. The user guide that I'm sending you will give you all of the instructions on how to go about doing that as well.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the email that you're gonna be receiving from me will come from [PII].
[AGENT][POSITIVE] I will put [PII] in your subject line for you so that that's easy to recognize.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And you should be getting that within just the next few minutes.
[CUSTOMER][POSITIVE] OK. Well, thank you very much.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You are certainly very welcome. Is there anything else that I can help you with this morning, Mr. [PII]?
[CUSTOMER][POSITIVE] Uh, that will be all, thank you.
[AGENT][POSITIVE] You're very welcome and thank you again for calling APL. I hope that you have a very nice day.
[CUSTOMER][POSITIVE] You as well thanks.
[AGENT][POSITIVE] Yes sir, thank you.
[AGENT][NEUTRAL] Bye bye.