AccountId: 011433970860
ContactId: 68efc537-7289-4d4e-a638-5bd47095ddc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238220 ms
Total Talk Time (AGENT): 118349 ms
Total Talk Time (CUSTOMER): 103711 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/68efc537-7289-4d4e-a638-5bd47095ddc2_20250611T13:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I received uh some ID cards in the mail and I just wanted to verify these are for me because my father also has the same name as me.
[AGENT][NEUTRAL] OK, uh, your name is?
[CUSTOMER][NEUTRAL] And, and, and I just I just started a new I just started a new job so I don't know if this is for that or not, um, my name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Policy number is 02616637.
[AGENT][NEUTRAL] OK, thank you. Give me one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address for me please.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um email email address uh what you may have is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then mailing address is [PII].
[AGENT][POSITIVE] OK, thank you so much and what is your email address again because we didn't have one in the system.
[AGENT][NEUTRAL] You said it's [PII]?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. OK, thank you, but yes sir, it looks like the cards are for you uh through your employer.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, Cresco, Cresco. I say Cresco.
[CUSTOMER][NEUTRAL] OK, so the employers actually left Con and then the insurance, it looks like all the website where all of my benefits and everything is Questco. So I just, I looked on the Questco website and I didn't see anything that said APL, so I didn't know what this is for.
[AGENT][NEUTRAL] I understand, but yes, sir, it looks like it's through your employer. It's a secondary supplemental medical plan. Uh, what it does, it helps with your primary insurance deductible, co-pay or co-insurance for services in an outpatient facility or if you're confined inpatient in the hospital.
[CUSTOMER][NEUTRAL] OK, so anytime I go to, go to the hospital or to the doctor for anything, I would bring my normal medical, my, my normal card and then this one as well.
[AGENT][NEUTRAL] Uh, yes, we will be your secondary, but it does not cover office visits or procedures in office. Um, outpatient is more ER, urgent care, ambulatory surgery center, MRI imaging center. So if you're going to any one of those facilities or inpatient, when you give them your primary insurance information, also give them this card information and that way they can file with us as secondary.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, but they would look at this card and they would know exactly what it is and what to do with it, I'm assuming.
[AGENT][NEUTRAL] Um, no, but just when you enter that, they should, but when you put the information in, just put them as sec uh put us as secondary. Um, I will give this little tip. If you tell them it's a gap plan, most or most medical providers don't accept gap because gap policies typically pay the insured and not the provider, so they wouldn't file, but this is not a gap plan. This is a secondary supplemental plan. Yes, sir.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Oh they should?
[CUSTOMER][NEUTRAL] Secondary, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Secondary supplemental OK.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK, that is all I needed then. I wanted to make sure.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well, I thank you for calling APL and you have a great day, Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too. Thank you. Bye.
[AGENT][NEUTRAL] Bye.