AccountId: 011433970860
ContactId: 7df9caca-b6d7-4c0a-9cff-c0ef9dcea921
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 340820 ms
Total Talk Time (AGENT): 204668 ms
Total Talk Time (CUSTOMER): 105466 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/7df9caca-b6d7-4c0a-9cff-c0ef9dcea921_20250224T15:23_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I received a bill from my dermatology appointment. I wanted to see if it was covered.
[AGENT][NEUTRAL] OK. Are you wanting to see if your dermatology office filed it or?
[AGENT][NEUTRAL] Are you gonna be filing?
[CUSTOMER][NEGATIVE] No, they, they didn't. They, they said they don't bill secondary insurances and so I just got a bill for them, yeah, for using something off.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, so yes, ma'am, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And Miss [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And your policy number, please, Ms [PII].
[CUSTOMER][NEUTRAL] Uh, my policy number is 02557851ML8.
[AGENT][NEUTRAL] OK, thank you one moment while I get your information pulled up please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so first off, Miss [PII], I will need to verify several things with you for security purposes. So if you could first place ver OK, first off, what is the data service that you're calling about?
[CUSTOMER][NEUTRAL] It was from [PII].
[AGENT][NEUTRAL] Of this year?
[CUSTOMER][NEUTRAL] Yeah, it says [PII], yeah.
[AGENT][NEUTRAL] OK, so first off, if you'll please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number we have for you is the same as the one you gave me, so that is your best contact number, is that correct? OK, thank you. And the last thing is your email address and I believe this is your work email.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Now, Miss [PII], I need to give you a new policy number. The policy number you gave me is one of, for one of your older policies that you have with us. Your current active policy.
[AGENT][NEUTRAL] Is policy number 02545524?
[CUSTOMER][NEUTRAL] Hang on, because, yeah, cause the strange thing is this one it says a later date effective than that other one. So if you can mail me another one so I have a second copy.
[AGENT][NEUTRAL] Mhm. Give me just a moment to look.
[CUSTOMER][NEUTRAL] Yeah, 024, yeah, 024 shows on here effective date [PII] and the one that I gave you shows 111, so.
[CUSTOMER][NEUTRAL] That's where it's a little strange.
[AGENT][NEUTRAL] Alright, hold on one second. Let me look at something.
[AGENT][NEUTRAL] Yes, so that one, just that one was like it was.
[AGENT][NEGATIVE] was issued but kind of never really active.
[CUSTOMER][NEUTRAL] So on what?
[AGENT][NEUTRAL] I don't know exactly what. So the the correct, that policy was really never active. It has an 111 term, effective and term date. So you do have the card that has the number that I just gave you on it.
[CUSTOMER][NEUTRAL] The [PII], yes.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh. So that is the card that you need to use. You can just discard that other one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So on here, you're needing to find out, is it for an office visit or if it was a procedure done? Was it something you had to?
[CUSTOMER][NEUTRAL] It was a procedure, procedure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, press it.
[AGENT][NEUTRAL] All right, one moment. OK, so we can review the procedure. Of visits are not covered under your supplemental policy, but you do have an office treatment writer. So yes, and we can review that under your outpatient benefit maximum, which is $500 per calendar day for covered outpatient services and no deductible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's only for 6 $76. Now, I don't know, on the bottom, it's saying something deductible, $76.25 but I don't know why they put that. I, and then they, yeah, so I don't know. I don't know if that matters.
[AGENT][NEUTRAL] OK. Now,
[AGENT][NEUTRAL] OK, so another question for you, Miss [PII], have you ever set up your profile in the APL online service center where you can actually have access to your information and ID cards online and if you're gonna be filing a claim with us on this, you can actually upload all of your information directly into that portal for review.
[CUSTOMER][NEUTRAL] No, I haven't.
[CUSTOMER][NEUTRAL] All right, so let me, yeah, so I'll call back later because I have to leave right now, but I'll call back later and figure that out. Yeah.
[AGENT][NEUTRAL] OK. Well.
[AGENT][NEUTRAL] What I can do, Miss [PII] is I can email you the user guide with the instructions for how to set up your profile, and I can also include the claim form that you would need to submit and the claim form has the instructions for the other documents that you will also need to send us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that sounds good.
[AGENT][NEUTRAL] OK, well, I'll send you that in just a moment and the email you're gonna receive will come from care team at [PII] and I will put APL in your subject line also.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, thank you, appreciate it.
[AGENT][POSITIVE] OK, you're welcome, yes ma'am. So if that's all I can help with at the moment, thank you again for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye-bye.