AccountId: 011433970860
ContactId: 71a8f620-381c-4135-8ae6-7e58439a6671
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 352570 ms
Total Talk Time (AGENT): 169107 ms
Total Talk Time (CUSTOMER): 128560 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/71a8f620-381c-4135-8ae6-7e58439a6671_20250115T20:11_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII]. I'm calling you in regards of my account because, uh, I had it my domestic partner on my gap insurance APL.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And now
[CUSTOMER][NEGATIVE] I have to submit some of uh her uh bill to get covered.
[CUSTOMER][NEUTRAL] How can I do that?
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So my policy number is um.
[CUSTOMER][NEUTRAL] 02212366 ML 7.
[AGENT][NEUTRAL] Thank you, may I have your name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you very much and also verify your complete mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your phone number if we are disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much and the last thing to verify is your email address. Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you very much for the verification process and you're calling to to want to know what to send in for filing a claim for your partner, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. What you will need would be the itemized bill that has the diagnosis code and procedure codes on it along with the charges.
[AGENT][NEUTRAL] The explanation of benefits from your primary insurance provider.
[CUSTOMER][NEGATIVE] So what, what you said sorry madam, I don't understand.
[AGENT][NEUTRAL] OK, you would need the itemized bill from the provider that has the diagnosis code, procedure codes, and the charges.
[AGENT][NEUTRAL] You will also need the explanation of benefits from your major medical insurance provider for that date of service.
[AGENT][NEUTRAL] You can submit that to us via fax. You can mail it to us or you can upload it on the online service center if you have an account created with us.
[CUSTOMER][NEGATIVE] Um, it seems very difficult.
[AGENT][NEUTRAL] Yeah I got a couple of people. I got a couple of people.
[CUSTOMER][NEUTRAL] Can you do all this stuff for me since I pay you?
[AGENT][NEUTRAL] No, I cannot file a claim on your behalf, but what you can do is ask the provider to file the claim.
[AGENT][NEUTRAL] On your behalf on your your partner's behalf, you can do that.
[AGENT][NEUTRAL] We got
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Of the.
[CUSTOMER][NEUTRAL] OK, but, uh, can you please uh tell me the account number of my domestic partner because uh I don't know why I haven't received yet, um, and.
[CUSTOMER][NEUTRAL] And the card or by mail.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The policy number will be the same number that you provided me. Um, the your your partner will not receive a call with her name on it, um, but again, it would be the same policy number that you provided me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 0
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And when I got the um ID card.
[AGENT][NEUTRAL] I'm sorry, I didn't understand.
[CUSTOMER][NEUTRAL] When you will send me the ID card of my domestic partner?
[AGENT][NEUTRAL] Um, you will not receive a card with your dome domestic partner's name on it. I can request to have another card sent to your mailing address, but again, it will not have your partner's name on it.
[AGENT][NEUTRAL] It'll have your name on it.
[CUSTOMER][NEUTRAL] Yeah, well
[CUSTOMER][NEUTRAL] I think that she need it because uh she has to go to the doctor appointment by herself, so we need two different cards.
[AGENT][NEUTRAL] It will only have your name on the card. It will not have her name on the card. It will only be your name on the card.
[CUSTOMER][NEUTRAL] But uh this is weird, no? What do you think?
[CUSTOMER][NEUTRAL] If she has like the insurance, why does it they have to have my name?
[AGENT][NEUTRAL] Because it does not list, we do not list the dependent's name or spouse's name or partner's name on an ID card. It's only the employee's name on the card, your name will be on the card.
[CUSTOMER][NEUTRAL] On my regular health insurance which is United Healthcare, we have both names on the card. It seems logical.
[AGENT][NEUTRAL] The name on the card will only be your name on the card. It will not have your partner's name on the card.
[CUSTOMER][NEGATIVE] You, uh, so you already told me that 3 times, but I don't understand why, why you continue to repeat that.
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] I am here, yes.
[CUSTOMER][NEUTRAL] Yeah, I am, I, I ask again why is like that.
[AGENT][NEUTRAL] That's how APL does the AP the ID cards. We don't put the spouse or dependent's name on the card or the partner's name on the card. It's only the employee's name that is on the card.
[CUSTOMER][NEUTRAL] So the moment that she goes to a doctor by herself and she shows the APL card and there is not her name, what happened at that moment.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] But.
[AGENT][NEUTRAL] OK, at that moment the provider will give us a call to verify first if your partner's active and we'll give them the effective date and the benefits that they need or they requesting.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Uh, OK, thank you. I will, uh, check with the provider. Thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome, Mr. [PII]. Thank you so much for calling APL. Take care. Yes sir, bye bye.
[CUSTOMER][NEUTRAL] But I
[CUSTOMER][POSITIVE] Thank you.