AccountId: 011433970860
ContactId: 78eb5b5e-a203-438c-9ca2-969763d4271a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1173349 ms
Total Talk Time (AGENT): 267684 ms
Total Talk Time (CUSTOMER): 715099 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/78eb5b5e-a203-438c-9ca2-969763d4271a_20250602T17:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling. I'm sorry, good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, uh, is [PII] in? No. You know [PII]?
[CUSTOMER][NEUTRAL] No. OK. Listen, listen, I was actually, I called this morning and, and your, your colleague told me that somebody is gonna call me in 20 minutes and that was probably 4 hours or 5 hours ago.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] 20 minutes.
[CUSTOMER][NEUTRAL] The question is.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you need anything?
[AGENT][NEUTRAL] Uh, your name and the group number you're calling about? OK.
[CUSTOMER][NEUTRAL] Yeah, sorry.
[CUSTOMER][NEUTRAL] Ma
[CUSTOMER][NEUTRAL] Yes, [PII], uh, yes.
[AGENT][NEUTRAL] OK, is this for a group or is this an individual?
[CUSTOMER][NEUTRAL] Uh, individual, let me, let me look at my card please before, before I say something wrong was my.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Individuals
[CUSTOMER][NEUTRAL] Or uh-huh, yeah, OK, that means is, no, is it coverage individual.
[AGENT][NEUTRAL] OK, do you see an in-hospital or outpatient benefit er number or policy certificate number?
[CUSTOMER][NEUTRAL] Yes, well.
[CUSTOMER][NEUTRAL] Yes, both of them are here. Which one should I give you? Outpatient benefit certification number is ready, 02570257.
[AGENT][POSITIVE] Yeah, I'm ready.
[CUSTOMER][NEUTRAL] 253
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes. It's uh [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], uh wait a second. So, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh tele telephone number you said? No. um uh email address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your mailing address?
[CUSTOMER][NEUTRAL] Address [PII].
[AGENT][POSITIVE] OK, I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, [PII] or [PII] I think uh [PII].
[CUSTOMER][NEUTRAL] [PII], uh, no, uh, [PII] this morning I was talking to Missourians. OK. Uh, uh, [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, thank you. And what is that email address again because I see a different email looks like it could be your work email address.
[CUSTOMER][NEUTRAL] [PII] is supposed to be [PII]. That, that other one is [PII].
[CUSTOMER][NEUTRAL] You know, with Marin engineering, but that changed. Go with my private one, please.
[AGENT][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, so [PII]
[CUSTOMER][NEUTRAL] I didn't change, but
[AGENT][NEUTRAL] Uh, give it to me.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] ESH number 8.
[AGENT][NEUTRAL] 8 at gmail.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, give me
[CUSTOMER][POSITIVE] Thank you very much to look at that part.
[AGENT][NEUTRAL] Uh yes sir.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] And 01 thing else that I wanted to ask you this morning I was trying to go in and I wrote everything exactly down before username and password and it didn't let me in into your uh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Into your APL uh web page, you know, to log in and I don't know why.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Because our information has changed uh during the week uh they updated our OSC and so you might have to reset up on the online service center, um.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] So, uh, to get a new passport or something?
[AGENT][NEUTRAL] Uh, yeah, it would be a new username it would be your email address and then you would set up a password but if you go on to the site, I'm trying to go on there with you give me one moment.
[CUSTOMER][NEUTRAL] Not just
[AGENT][POSITIVE] Secure.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] And you click on log in and it'll ask for your email, OK.
[CUSTOMER][NEUTRAL] Moment, moment, I, I.
[CUSTOMER][NEUTRAL] Yeah, one moment please. I'm not in yet.
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII], that was [PII].
[AGENT][NEUTRAL] It'd be [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Wait a second, it should come up.
[CUSTOMER][NEUTRAL] Supplement insurance for brokers, OK, then log in, sign in.
[AGENT][NEUTRAL] Uh, just create, um, hit create your OSC account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got you, OK.
[AGENT][NEUTRAL] And then you would select insured.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Insured.
[CUSTOMER][NEUTRAL] I'm with you, just one second, it's not reacting.
[CUSTOMER][NEUTRAL] Insured uh at the next down here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, last name [PII].
[CUSTOMER][NEUTRAL] [PII]. SSN [PII].
[CUSTOMER][NEUTRAL] 05.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. The date of birth, uh, date of birth, oh my [PII], that's old.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII] my God, [PII]. I am an old man.
[AGENT][NEUTRAL] That's not old. That's not.
[CUSTOMER][NEUTRAL] OK, next
[CUSTOMER][NEUTRAL] Oh my God.
[AGENT][NEUTRAL] And then it should, um, I think it'll ask for your email address again and then um it's gonna send you a verification code.
[CUSTOMER][NEUTRAL] You can't believe it.
[CUSTOMER][NEUTRAL] Complete your
[CUSTOMER][NEUTRAL] OK, but uh be with me, be with me. I remember I'm an old man.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] new passport, that.
[CUSTOMER][NEUTRAL] No, so should I send, send verification code first and then it, because it's asking me for, OK, send verification for a code. Just give one, give me one second, please.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, G Gmail Gmail.
[CUSTOMER][NEUTRAL] Close off.
[CUSTOMER][NEUTRAL] They send it, this verification code goes to text or I mean, yeah, to me, send.
[AGENT][NEUTRAL] It'll be emailed to that email address.
[CUSTOMER][NEUTRAL] Just 1 2nd please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Microsoft account. Let's see if it's a spam. I don't have it here.
[CUSTOMER][NEGATIVE] Um, protection support for every day, no, of course, no.
[CUSTOMER][NEUTRAL] One more day.
[CUSTOMER][NEUTRAL] Gmail
[CUSTOMER][NEGATIVE] And promotions, I don't believe you've got all male.
[CUSTOMER][NEUTRAL] I I oh there it is. OK, OK, got it, got it. [PII]. Bear with me, bear with me. [PII]. OK. Now, new password?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Yes, sir, then put in your password.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Or should I say verify, verify code first?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, no, uh, well, you can, but um, you can put in your password and then since you already have your verification code and then verify the code.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Confirm your passport.
[CUSTOMER][NEUTRAL] F1.
[CUSTOMER][NEUTRAL] Display name. What is that? I, you know, display name?
[AGENT][NEUTRAL] Say again. I don't know. I just put my name, but.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] You can put in display name that you like.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yeah, yeah, yeah, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEGATIVE] The password entered do not match.
[CUSTOMER][POSITIVE] All good.
[CUSTOMER][NEUTRAL] One more game.
[CUSTOMER][NEUTRAL] Just bear with me, OK? Don't, don't let me alone here, please.
[AGENT][POSITIVE] No, no. Take your time. I'm here to help you, Mr. [PII]
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][POSITIVE] OK, I think it worked, save here.
[CUSTOMER][POSITIVE] I agree to terms and continue or and I agree to other policies. OK, continue.
[CUSTOMER][POSITIVE] Your account has been successfully created one more a day. OK. Go to dashboard.
[AGENT][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Log in. Log in, OK, OK.
[CUSTOMER][NEGATIVE] Now I have to log in correctly.
[CUSTOMER][NEUTRAL] But that that that.
[CUSTOMER][NEUTRAL] Sent verification code.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] And then another verification code.
[CUSTOMER][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] OK, wait a 2nd, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Um, no, I didn't get anything.
[CUSTOMER][NEUTRAL] The verification code.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Uh-huh, and my dad came up.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 63.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] If I coat.
[CUSTOMER][NEUTRAL] Continue OK.
[CUSTOMER][NEUTRAL] There you go, I'm on the dashboard.
[AGENT][POSITIVE] You're in there, yay.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] A really a good, OK, uh, it doesn't, it's trying to, uh, what is that? Hello, [PII] You can receive claim status updates via.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I gave my phone number [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The text message.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] You guys are killing me, right? OK.
[CUSTOMER][NEUTRAL] Take the APA [PII].
[CUSTOMER][NEUTRAL] 62
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Confirm.
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] Please provide a valid one. OK. I'm providing the valid one. Come on, man. You told me 6, what, what is wrong. [PII].
[CUSTOMER][NEUTRAL] 31.
[CUSTOMER][NEUTRAL] [PII] confirm.
[CUSTOMER][NEUTRAL] Phone number has been verified and you are now subscribed to text messages, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Finally, OK.
[CUSTOMER][POSITIVE] So we are done here. Listen, uh thank you very much first of all, for this first step. Thank you. Listen, my.
[AGENT][POSITIVE] Awesome.
[AGENT][POSITIVE] You are welcome.
[CUSTOMER][NEUTRAL] One thing, not one thing, 2, yeah, uh.
[CUSTOMER][NEUTRAL] I was wherever I go and I want to submit your papers, I mean, your, your card, they say no till now, OK?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So now,
[CUSTOMER][NEGATIVE] I had to pay a lot of money out of my own pocket.
[CUSTOMER][NEUTRAL] Uh, and they told me, OK, you can get uh
[CUSTOMER][NEUTRAL] A receipt from us?
[CUSTOMER][NEUTRAL] And then you can send it to your insurance and they're gonna pay you. Is that correct?
[AGENT][NEUTRAL] Um, not just a receipt. It has to be an itemized bill showing diagnosis and procedure codes and your primary insurance EOB for that date of service, and you can upload it through the online service center, mail it or fax that claim information to us.
[CUSTOMER][NEUTRAL] OK. Tell me one thing. I mean, tell me again, I'm very old. I didn't get it. Which information do you need on it again? It has to be?
[AGENT][NEUTRAL] Uh, we will need
[AGENT][NEUTRAL] Uh, the itemized bill showing diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] I peels, OK.
[AGENT][NEUTRAL] And the primary insurance explanation or EOB for that data service.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Who is your major medical insurance with?
[CUSTOMER][NEUTRAL] A AV mat.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] AV mat.
[CUSTOMER][NEUTRAL] Uh, showing, oh my [PII], that was too much. But they know what, right? They know what they have to give you.
[CUSTOMER][NEUTRAL] Right?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] A showing one more game, an automized bill.
[CUSTOMER][NEUTRAL] Showing what showing what again? Um
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] The diagnosis?
[CUSTOMER][NEGATIVE] Sorry, I'm too bad.
[CUSTOMER][NEUTRAL] Diagnosis.
[AGENT][NEUTRAL] And procedure codes?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And procedure.
[CUSTOMER][NEUTRAL] Codes. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. 2. Next, and
[AGENT][NEUTRAL] And then the EOB, the explanation of benefits from your major medical insurance company for that data service.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, EA.
[CUSTOMER][NEUTRAL] What was the, the shortcut explanation or EAP?
[AGENT][NEUTRAL] No, EOB.
[CUSTOMER][NEUTRAL] E L B, OK.
[AGENT][NEUTRAL] Yeah, E as in Edward, O as in Oscar, B as in Bravo, EOB.
[CUSTOMER][NEUTRAL] He
[AGENT][NEUTRAL] It's called an, mhm, it's called an.
[CUSTOMER][NEUTRAL] E
[CUSTOMER][NEUTRAL] Oscar, E E O B.
[AGENT][NEUTRAL] EOB, yes, sir.
[CUSTOMER][NEUTRAL] EOB EOB explanation. I'm just writing it down now, be a little bit patience with me, uh, of benefits.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, what else do you need, to be honest?
[AGENT][NEUTRAL] Just those two, the itemized bill and the EOB for that data service you're filing.
[CUSTOMER][NEUTRAL] Got you. OK.
[CUSTOMER][NEUTRAL] So that's this one and that one. So, now, when I get that from them,
[CUSTOMER][NEUTRAL] Then I'm gonna send it to you or do I have to upload it? How should I go but?
[CUSTOMER][NEUTRAL] Or should I do it? You know, let's say I have the, the papers here now, OK? I have to scan them, they have to scan them.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And somehow send it to you. How should I send it to you?
[AGENT][NEUTRAL] Uh, you can upload it through the online service center since you've set up.
[AGENT][NEUTRAL] Or you can mail it or fax it to our office.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK. Mail it or fax it. Mail.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Oh. OK. Now tell me one thing.
[CUSTOMER][NEUTRAL] Uh, you see my paperwork over there. I mean, you have all my documents over there. Yeah, I'm with you. Now, if I go to a dental, uh, dental thing, do you guys pay for dentals too, dental services?
[AGENT][NEUTRAL] Uh, no, sir. Your policy is medical only.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK, so vision and dental is not in.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, it's just medical. Um, so I have now upcoming two MRI's.
[CUSTOMER][NEUTRAL] And uh,
[CUSTOMER][NEUTRAL] And 01 thing to ask, are you gonna pay for um
[CUSTOMER][NEUTRAL] You know, I have to for sure pay out of my pocket for a device for, um, you know, a sleep apnea test.
[CUSTOMER][NEUTRAL] And the device itself.
[CUSTOMER][NEGATIVE] I had to pay $100 till now just for the test and I don't know how much is coming for.
[CUSTOMER][NEUTRAL] Uh, the, the instrument itself. Are you guys gonna cover that too? Because it's over medical.
[AGENT][NEUTRAL] Uh, no, sir, because, um, durable medical equipment is not covered under your policy.
[AGENT][NEUTRAL] And the policy only covers for services performed in an outpatient facility or if you're confined as inpatient.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK, so for both of them for the test and for the
[CUSTOMER][NEGATIVE] For the instrument you are not gonna pay.
[AGENT][NEUTRAL] Well, as far as the MRI, if it's performed in an imaging center or outpatient hospital, that is covered under the policy as outpatient.
[CUSTOMER][NEUTRAL] No equipment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, yes, yes, that is that, but the test.
[AGENT][NEUTRAL] For the MRI.
[CUSTOMER][NEUTRAL] Yeah, but the, the sleep apnea stuff, nothing is covered.
[AGENT][POSITIVE] Uh, correct.
[CUSTOMER][POSITIVE] Great. OK. Thank you very much. Thank you. Thank you very much for your help.
[AGENT][NEUTRAL] Uh yes, sir.
[CUSTOMER][POSITIVE] You were very, very helpful. Have a wonderful day. Thank you. Bye bye.
[AGENT][POSITIVE] Uh, you too, Mr. [PII], and thank you for calling APL. Bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you very much. Have a wonderful day. Bye bye.
[AGENT][NEUTRAL] Bye.