AccountId: 011433970860
ContactId: 6f9d1d16-f6c8-4299-97e9-5f2913e82a12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 607109 ms
Total Talk Time (AGENT): 224843 ms
Total Talk Time (CUSTOMER): 247877 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/6f9d1d16-f6c8-4299-97e9-5f2913e82a12_20250110T15:24_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 [PII], my name is [PII]. How are you today?
[AGENT][POSITIVE] I'm doing well, [PII], thank you for asking. How are you today on this wonderful Friday?
[CUSTOMER][POSITIVE] Oh, right, exactly. That makes it even better that it is Friday, right? I'm doing great. Thank you.
[AGENT][POSITIVE] That's right. Good. How can I help you today?
[CUSTOMER][NEUTRAL] I'm calling one. I was trying to do um log in. Uh, my employer just sent me where you can actually do like when you use the log in and it's not letting me log in.
[AGENT][NEUTRAL] Well, I can help you with that, [PII]. What is your policy number? Do you have that available?
[CUSTOMER][NEUTRAL] I don't have any of that available. Oh my goodness, I'm sorry. Let me see.
[AGENT][NEUTRAL] No, that's not a problem at all. I can look it up by your social if that's OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] That number.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your last name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And can you verify your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] And uh mailing address is [PII], and that's gonna be [PII] or it could have Palm Beach Gardens.
[AGENT][POSITIVE] Thank you. It does have Palm Beach Gardens.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me check something real quick for you.
[CUSTOMER][NEUTRAL] Cause I see it gives you the option to actually download ID cards cause I don't, that's what I was calling them about today to let them know I don't have ID cards, um.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][POSITIVE] Um, I can, I can, I can give it.
[AGENT][NEUTRAL] It looks like you're working now.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Ms. [PII], I don't, it looks like your policy has turned. Let me check.
[AGENT][NEUTRAL] Yeah, it looks like your policy is no longer active as of [PII].
[AGENT][NEUTRAL] Let me check one other thing for you.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, cause you say comes along automatically with the policies that they get with our employer.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm just checking to see if there's any other policy for you.
[CUSTOMER][NEUTRAL] And then if that being the case to [PII], I wanted to find out because I got a charge on the [PII].
[CUSTOMER][NEUTRAL] Of, um, [PII].
[CUSTOMER][NEUTRAL] And I wanted to see, I was talking to our COO about it, and she was like, no, you have gap, where's your card? And I'm like, I don't know, you know, so she's like, no, you need to, you know, reach out and um cause you should have been able to present your card when you went to have the test done, um, and what all the insurance and take care of your gap should have kicked in.
[AGENT][POSITIVE] Right, that is correct.
[AGENT][NEUTRAL] So what I can do is I can email you a copy of the card because your policy is lapsed, that is why it's not allowing you to create a log in online.
[AGENT][NEUTRAL] I can email you a copy of your card. Did you pay for that service?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Well, I just, well, they, they sent me something saying I owe the balance of 742 and I'm like, you're kidding me, I gave you my insurance, you know, um.
[AGENT][NEUTRAL] Right. Yeah.
[CUSTOMER][NEGATIVE] I'm like, no, not at the end of the year, everything was paid off and off and what did this bill just pop out of, you know, I'm like, no.
[AGENT][NEUTRAL] Surprise. We, we don't like those kind of surprises, do we?
[CUSTOMER][NEGATIVE] Surprise. No, not at all.
[AGENT][NEUTRAL] That's a lot of money. Oh, at least to me it is.
[CUSTOMER][POSITIVE] Yes, yes, me too.
[AGENT][NEUTRAL] What I can do is I can email you a copy of your card to the address with the email address we have on file.
[AGENT][NEUTRAL] And you can call the provider because your policy turned on [PII], so you would have had coverage for that data service.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And give them your APL policy information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And they should file a claim for you. Just tell them that you have this medical gap policy and give them your policy number and I can give that to you as well if you want to write it down.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Yes, ma'am, I'm ready.
[AGENT][NEUTRAL] Your policy number is 145.
[AGENT][NEUTRAL] 2812
[CUSTOMER][NEUTRAL] OK, so I have 1452812.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And on that card it's gonna be your policy number.
[AGENT][NEUTRAL] Policy certificate number. And like I said, they should.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] File the claim for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So at the bottom of the card is gonna have an outpatient benefit certificate number that's the number you're going to give them and I just emailed it to you if you where you can check it to make sure you can open the card attachment.
[CUSTOMER][NEUTRAL] OK, let me go here.
[CUSTOMER][POSITIVE] Yeah, you're absolutely right. So let me look here for the car.
[AGENT][NEUTRAL] And it's gonna be from care team.
[CUSTOMER][NEUTRAL] Click here.
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][POSITIVE] Thank you, da da da da.
[CUSTOMER][NEUTRAL] Now is it OK, wait a minute. I'm maybe oh it sent me right back to the link. I don't see the card. Let me see.
[AGENT][NEUTRAL] Did you click on the attachment?
[CUSTOMER][NEUTRAL] Oh wait a minute, I did not do that. Let's see here.
[CUSTOMER][NEUTRAL] It, it, I don't, it don't look like a car, but I'm gonna, I'm gonna save it.
[CUSTOMER][NEUTRAL] Let's see what happens.
[CUSTOMER][NEGATIVE] The open says error.
[CUSTOMER][NEGATIVE] I don't know why they're doing that like that. I say something.
[CUSTOMER][NEUTRAL] Alright, let me go out. It's not letting me open it.
[AGENT][NEUTRAL] OK, I'm gonna do something else.
[AGENT][NEUTRAL] Because I wanna make sure that you get that information.
[AGENT][NEUTRAL] What I'm gonna do is I'm going to just put an image of the card in the in an email.
[CUSTOMER][NEUTRAL] Wait, oh, hold on one second, [PII]. I, I had to.
[CUSTOMER][NEUTRAL] Uh, it opened it.
[AGENT][NEUTRAL] It did open to.
[CUSTOMER][NEGATIVE] Yeah, it, it just, it opened differently than what I anticipated, but it opened.
[AGENT][NEUTRAL] Technology, right?
[CUSTOMER][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] Uh yeah, I got it.
[AGENT][NEUTRAL] OK, so you see that bottom outpatient benefit certificate number?
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] OK, you said look at the bottom. Let me open it up some more so.
[AGENT][NEUTRAL] Bottom of the card. Mhm.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am, where it's an outpatient benefit certificate number.
[AGENT][NEUTRAL] Yes, ma'am. That's the number you're gonna give the provider when you call them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And like I said, they should file the claim for you.
[CUSTOMER][NEUTRAL] OK, and I'm gonna have to call, I'm gonna have to call our office to find out why it's not showing it, it lapsed in turn.
[AGENT][NEUTRAL] Right and just see if it's through another company now or just check check with them on your eligibility, you know, your to see why the policy is not active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I sure will.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. I appreciate all your help today.
[AGENT][POSITIVE] Well, it has been such a pleasure to assist you, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That would be it. That would be it and enjoy your weekend. How about that?
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] I hope you, I hope you have a wonderful weekend as well, Ms. [PII]. If you need anything else, you don't hesitate to give us a call, OK?
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Take care and stay warm.
[CUSTOMER][POSITIVE] Yes, thank you. You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.