AccountId: 011433970860
ContactId: 7b844e40-9dcb-4ab4-b27c-6699e0f1d5c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 677440 ms
Total Talk Time (AGENT): 222264 ms
Total Talk Time (CUSTOMER): 360019 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/7b844e40-9dcb-4ab4-b27c-6699e0f1d5c3_20250404T14:52_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] Yes, my name's [PII].
[CUSTOMER][NEUTRAL] I have insurance with you and.
[CUSTOMER][NEUTRAL] I'm, I was in the hospital when I called the other day, but I need the direct deposit.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Form
[AGENT][NEUTRAL] I can help you with that, Mr. [PII]. What is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. And what is your policy number? Do you have that available?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Uh yeah, hold on, it is 025979.
[CUSTOMER][NEUTRAL] 92.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Thank you, Mr. [PII]. And do you mind verifying your date of birth and current mailing address, please, sir?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] And my uh mailing address is [PII].
[AGENT][NEUTRAL] All right. Would you like for me to email you that?
[AGENT][NEUTRAL] Direct deposit form.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Well, they emailed it to me once and I was in the hospital in a brick building, but I got put in a nursing home for my pick IV.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I went to social services and they gave me hers that way she can print it off for me and.
[CUSTOMER][NEUTRAL] Fax it right back to you.
[CUSTOMER][NEUTRAL] If that's OK.
[AGENT][POSITIVE] Absolutely. Let me get this over to you right now. I can do that.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I think I didn't.
[CUSTOMER][NEUTRAL] Oh, well, I thought to talk.
[AGENT][NEUTRAL] I'm working on that right now. And can you verify that email address?
[CUSTOMER][NEUTRAL] My email is [PII], but I have the nursing homes.
[CUSTOMER][POSITIVE] If you could send it to that too, it would be great.
[AGENT][NEUTRAL] You want me to send it to both email addresses?
[CUSTOMER][NEUTRAL] Don't.
[CUSTOMER][NEUTRAL] Yeah, just in case one of us don't get it, I, you, you sent it to me and I don't know if it came through whenever I was in the brick hospital building.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Got you. All right, what is that hospital email, the email address for the hospital?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is, it's a nursing home, but it's uh all small letters [PII]
[CUSTOMER][NEUTRAL] [PII] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. I don't know if the [PII] in that is capital or not.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know if it matters.
[AGENT][NEUTRAL] OK, so I'm sending this to [PII].
[AGENT][NEUTRAL] At
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] It's not God, it's, yeah, [PII] like.
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK, like two towns together it's a [PII].
[AGENT][POSITIVE] All right thank you I appreciate that.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, let's see.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] I am fixing to send that to you.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, now I have to have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm I'm sorry, the phone was breaking up. Did you say something else, Mr. [PII]?
[CUSTOMER][NEUTRAL] I was just checking to see if it's sent. What would it be sent under spam or
[AGENT][NEUTRAL] It's gonna be under care team.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, I don't.
[AGENT][NEUTRAL] Sometimes it takes just a minute, so bear with me just one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, let's see.
[CUSTOMER][NEUTRAL] of their culture.
[CUSTOMER][NEUTRAL] Yeah, it's, uh, can I, would you stay on the line with me to walk down here to social services and see if it went through on their end because it still hasn't came through on mine, but my phone's kind of janky so.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] And since
[AGENT][POSITIVE] Got you. Yeah, sometimes it does take just a minute.
[CUSTOMER][NEUTRAL] OK, well, I tell you what, I, I got this I will call you back, OK.
[AGENT][NEUTRAL] Yes sir, um, it should be coming through. You want, I don't mind staying on the line a minute just to make sure.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, here I think there's something just came through. I don't know where.
[CUSTOMER][NEUTRAL] No, it still didn't come through on my. I'll just walk down there and see if she got it because she, it gets sent quicker through a home computer, uh, a base computer, right?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Right. It does. It, it seems, everything just seems to be quicker versus on the phone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I'm about 2 doors down, but her doors closed. I don't know.
[AGENT][POSITIVE] Just take your time. I wanna make sure you're taken care of.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] She said, I'm sorry about it. She said that she. OK. Could you hold for just a second? He's actually just walked in. Um, is Medicaid the only kind of insurance you have? Well, I have APL, but I got terminated, so I don't know for sure how long it's gonna last because I've been off 3 weeks now.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK. So we would have to if we could get a copy of that card. I've got it I've got it here.
[CUSTOMER][NEUTRAL] We can run it to see and then if there's a copay, then he would be responsible for that.
[CUSTOMER][NEGATIVE] The Medicaid don't cover it at all? No, not home health. OK, I've got, I've got insurance. I don't know. I got terminated.
[CUSTOMER][NEUTRAL] The day after I got my toe cut off so so I could get rehired so I don't know how long it surely would last the rest of the month wouldn't it? I don't know.
[CUSTOMER][NEUTRAL] It should. When did that happen? I, I think it all depends on like, was it, was it in March that they terminated you or was it April that they terminated you? It was March, but it's an ongoing, so I had the insurance whenever it happened. I don't know how it works. I can just fax you the stuff and we can see.
[CUSTOMER][NEUTRAL] and I'll have on it and see it even if it's uh a copay of one time at least it's a one time copay and they can come in and and help and guide him. OK. OK, yeah that. We'll see what we can do. OK, thank you. She said she mailed it emailed it to me and you, so I'm got her on the line to make sure that I, I don't didn't come through my phone yet but.
[CUSTOMER][NEUTRAL] As you know, I don't know how to work my phone, so it probably did.
[CUSTOMER][NEUTRAL] It's from what is it from [PII]?
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] So she's looking now she's got it OK so what I'm gonna do is just fill this out and have her if I fax it to the number at the bottom of the paper, the uh.
[CUSTOMER][NEUTRAL] Claims department will get it because I read when you send, I read somewhere that if you won't finish the policy and or the claim until you get this paper, right?
[AGENT][NEUTRAL] So what the, the quickest thing to do, Mr. [PII] is to email it back to the [PII] and that's [PII].
[AGENT][NEUTRAL] And you can just put your policy number.
[CUSTOMER][NEUTRAL] OK, OK, hold on a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Care what team what?
[AGENT][NEUTRAL] At
[AGENT][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what does it need to have on it?
[AGENT][NEUTRAL] And they
[AGENT][NEUTRAL] His policy number.
[CUSTOMER][NEUTRAL] And that's the number I gave you to look up my claim or my insurance?
[AGENT][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] That's correct. That's 259.
[CUSTOMER][NEUTRAL] While you're on here, can you tell me if I'm.
[CUSTOMER][NEUTRAL] Yeah, I got that number. Um, could you tell me if I'm still active as an APL?
[CUSTOMER][NEUTRAL] Insurance since
[AGENT][NEUTRAL] I'm showing
[CUSTOMER][NEGATIVE] They terminated me.
[AGENT][NEUTRAL] Yeah, so, so you know this is a weekly plan that you pay for through your employer. I'm showing the policy is still active, but now I can give you the number 2 benefits in a card who handles your policy. We handle your benefits and claims, but they handle your policy, and they can see if there's any um payments missing or possibly options for you to continue or catch up those payments.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And they can assist you with that if you'd like their number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, let me get my pen or she's got a pen. Could you give me the number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, this is for benefits and a card.
[AGENT][NEUTRAL] And their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and just to verify that number it's [PII] and they'll be happy to go over options you know if there's any um.
[AGENT][NEUTRAL] lapse in the um coverage, they'll be able to help you with the options to continue your policy while you're out.
[CUSTOMER][NEUTRAL] OK, well I'll have her fill this out and we'll email it back to the.
[CUSTOMER][NEUTRAL] The email you gave me and if I have any more questions I'll call back.
[AGENT][POSITIVE] You just give us a call. We'll be happy to assist you any way we can. Anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, I don't think so I appreciate you.
[AGENT][POSITIVE] And my pleasure to assist you, Mr. [PII]. I hope you get to feeling better and you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mhm.