AccountId: 011433970860
ContactId: 78599eb8-c4de-4fc4-9493-374d818667f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 946650 ms
Total Talk Time (AGENT): 170255 ms
Total Talk Time (CUSTOMER): 301159 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/78599eb8-c4de-4fc4-9493-374d818667f4_20250616T15:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling because I filed a claim for Gap Insurance, um, and I'm having one trouble logging into my account, and two, I haven't even received acknowledgment of the file, which was done maybe a couple of weeks ago and I just remembered and I'm trying to figure out what's going on, so I'm not sure how what information you're needing from me in order to help me.
[AGENT][NEUTRAL] Um, yes, ma'am. Well, first, I'll need um, your name again and a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure. My name is [PII]. Let me know if you need me to spell it for you.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] And my last name is [PII] and my, a good number to reach me is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need your policy number.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I have a group number. I have an inhospital medical certification. I have a payer ID. What do you, which one of those is that?
[AGENT][NEUTRAL] I need the certification number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, 02336034 [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you. Now, please verify your first and last name and your date of birth.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Now, please verify your mailing address and your email address.
[CUSTOMER][NEUTRAL] Mailing address is [PII]. And my, what, what else did you say my email?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm assuming that I used my personal email, which would be [PII], but if that's not it, then it would be [PII].
[AGENT][NEUTRAL] OK. Yes, this is the [PII]. OK, and what's the date of service on the claim that you're calling about?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh you, OK. Give me one second.
[CUSTOMER][NEUTRAL] I don't even remember when I did it because.
[CUSTOMER][NEUTRAL] Mm, give me one second.
[AGENT][POSITIVE] Sure. Take your time.
[CUSTOMER][NEUTRAL] So the date of service of this thing that I am trying to claim is it was [PII].
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] It was an it was an MRI.
[AGENT][NEUTRAL] And is the claim for you or your dependent?
[CUSTOMER][NEUTRAL] For me.
[AGENT][NEUTRAL] OK. Yeah, I'm not showing a claim on file for that date of service for an MRI.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I figured that something may not have gone right because I never even received an email after I did it, I never even received an email notification of saying like,
[CUSTOMER][NEUTRAL] And now I'm looking, cause I've gotten billed.
[CUSTOMER][NEUTRAL] And I've been paying, making payments on that.
[CUSTOMER][NEUTRAL] But now when I log into my
[CUSTOMER][NEUTRAL] United Healthcare app, it says that
[CUSTOMER][NEUTRAL] Claim status was approved and that I may owe.
[CUSTOMER][NEUTRAL] A dollar.
[CUSTOMER][NEUTRAL] But they billed me for the, they billed me for $668.48.
[AGENT][NEUTRAL] OK. Yeah. And, and in order to file the claim, we would need the EOB for the date of service and we will also need documentation um from your provider's office with a diagnosis code on it. But um have you set up your new policy online?
[CUSTOMER][NEUTRAL] And I scanned all of those.
[CUSTOMER][NEGATIVE] When I went in and did it, which I'm saying it was maybe 3, 2.5 weeks ago, I submitted all of that information when I submitted the claim. I went in and I scanned all of that information and submitted it. That's why I'm surprised that nothing came through.
[AGENT][NEUTRAL] OK, well, actually we've updated our.
[CUSTOMER][NEUTRAL] Um, can you help me first and, uh-huh.
[AGENT][NEUTRAL] We've updated our sys we've updated our system so everyone needs to go in and reset up their policy online and it sounds like you probably haven't done that yet, so I can assist you with uh updating your policy online so you would need to do that first.
[CUSTOMER][NEUTRAL] What was that?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, OK, that's great. I can do that.
[AGENT][NEUTRAL] OK. Well, go to our website, um, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And when you go there, you should, you should see a button that says create, recreate your account or create new policy.
[CUSTOMER][NEUTRAL] I'm in.
[CUSTOMER][NEUTRAL] Create your OC account, OK.
[AGENT][NEUTRAL] Yeah, click on that and then let the system know that you're the insured.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then fill in all the information.
[AGENT][NEUTRAL] And where it asks for your policy number, you can enter your social there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I tried to do this but it didn't let me. And you said the the email that I had originally was the [PII] email, right?
[AGENT][NEUTRAL] Yes ma'am, that's the one we have on file for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so next, and then it says error no user was found in the information that was entered. Please try again. If this error persists contact customer service.
[AGENT][NEUTRAL] OK. Well, actually, I can update your email address. We'll see if that works, put into your personal email address because I think they will send you a um link and um I guess it it'll probably be easier to get the link through your personal email address so I can update that for you. What's your personal email?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the rest of it?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've updated your email address and try going back from the beginning and try the same process again, see if it'll let you in.
[CUSTOMER][NEUTRAL] Create your OSC account.
[CUSTOMER][NEUTRAL] Insured
[CUSTOMER][NEUTRAL] Last name
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's letting me continue.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] OK, so now when I say verification is necessary.
[CUSTOMER][NEUTRAL] Um, should I send it then to the Hotmail one, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Display name is like what I would like to be called on the app.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] Why is it asking me to send the verification code again?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I'm in.
[AGENT][NEUTRAL] OK. Um
[CUSTOMER][NEUTRAL] I think I'm gonna see.
[CUSTOMER][NEUTRAL] It's like I the last to tell me.
[AGENT][NEUTRAL] OK. And did you say that you have the documentation from your primary insurance to file the claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, I do. Let me see.
[AGENT][NEUTRAL] Yeah, which was
[CUSTOMER][NEUTRAL] It is, give me one second because I gotta go now into my files.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh, it can't be
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I can't find it.
[CUSTOMER][NEUTRAL] Of course, no, it doesn't let me.
[AGENT][NEGATIVE] It stuck again.
[CUSTOMER][NEUTRAL] Not, not an APL. An APL I'm fine. Now, of course, somehow I have to I have a, I'm affiliated with my chart from Mount Sinai and that's where I have like all of my documentation.
[AGENT][NEUTRAL] OK. Wow.
[CUSTOMER][NEUTRAL] And now, it doesn't, I guess because it's
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, I think I need to do, well, at least I'm into APL. I think I need to, so what's the process now? Um, resubmit or submit for the first time, I guess, because the first one didn't take the form.
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, so I'm gonna get the form and then go through the submittal process here and I should be fine and if anything, I'll just call back.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you very much.
[AGENT][POSITIVE] OK, thank you, [PII], for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye.