AccountId: 011433970860
ContactId: 8455fc7b-c508-4730-ac8e-71db9363b4b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 502510 ms
Total Talk Time (AGENT): 189199 ms
Total Talk Time (CUSTOMER): 164721 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/8455fc7b-c508-4730-ac8e-71db9363b4b1_20250514T19:50_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, how you doing? Uh, I have a, a procedure coming up and my main insurance is, uh, United Healthcare, and I try to just give them the y'all information or whatnot, they wouldn't accept it. I, they just said I apparently had to get with y'all, so I'm just trying to figure out what do I do.
[AGENT][NEUTRAL] OK. And what is your name and policy number, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] Alright, my name is [PII] and policy number.
[CUSTOMER][NEUTRAL] Policy number is 1265695.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][POSITIVE] And your name is again, I'm sorry.
[CUSTOMER][NEUTRAL] [PII] Weekly.
[AGENT][NEUTRAL] OK, I don't show you under this policy. You said [PII]?
[CUSTOMER][NEUTRAL] Yes, well, so this is like under uh work.
[CUSTOMER][NEUTRAL] There's the like I don't have the actual card with me, but they said the policy or the group number should be the same throughout the company.
[AGENT][NEUTRAL] Uh, no, sir. There will be the same uh group number but not policy number. And spell your last name for me, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Weekly, OK, give me one moment.
[AGENT][NEUTRAL] Yeah, you should have a, uh, your own personal card that has your own policy number on there. Uh, verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] Your own
[CUSTOMER][NEUTRAL] Uh, [PII], uh, for a birthday.
[CUSTOMER][NEUTRAL] I moved I'm not sure what address you're gonna have on file, but I give you both of them, uh.
[CUSTOMER][NEUTRAL] To be
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Or it'll be uh [PII] and what we got.
[CUSTOMER][NEUTRAL] What was the last time?
[AGENT][NEUTRAL] Um, OK, what's the current address? [PII].
[CUSTOMER][NEUTRAL] Uh, [PII] and we go, [PII].
[AGENT][NEUTRAL] Uh, spell that street name for me.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what city?
[CUSTOMER][NEUTRAL] [PII] we go
[AGENT][NEUTRAL] Uh, spell that for me.
[CUSTOMER][NEUTRAL] It'll be uh [PII]
[AGENT][NEUTRAL] And you said [PII]. What's that zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and uh your email address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. Give me one moment.
[AGENT][NEUTRAL] OK, and see, Mr. Weekly, do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It'd be a [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much. Well, the policy you have with our company is a secondary supplemental plan. It is used to help with primary insurance deductible, co-pay or co-insurance for services in an outpatient facility or if you're confined as inpatient in the hospital. And were you trying to give the provider, your primary insurance information or the actual medical provider?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] I think it's supposed to be the my primary insurance holder, correct?
[AGENT][NEUTRAL] Uh, no, sir.
[CUSTOMER][NEUTRAL] That's what I was.
[AGENT][NEUTRAL] I know, um, when using the policy, when you give them your medical provider, your primary insurance information, you would then give them our information as secondary, uh, medical provider being the facility or physician that treated you.
[CUSTOMER][NEUTRAL] I got you, so you give it to a medical provider. Got you. Understood.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Uh, do I need?
[AGENT][NEUTRAL] And on your card, does it show your name or does it show someone else's name?
[CUSTOMER][NEGATIVE] No, this here they wrote down, uh, a coworker and she said try these numbers here. It should work because I don't have my physical card apparently uh we lost it or when the move or whatnot. That's what I was gonna ask you if I was able to actually get my policy number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can give you your policy number and also, uh, we do have an online service center to where you can set up an account to view your policy as well as print out any temporary cards.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, I didn't know that right.
[AGENT][NEUTRAL] Yes sir, if it's, uh, the site is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you get there you would select new user and then individual.
[AGENT][NEUTRAL] And I'll ask for your name, date of birth, social, zip code and email address, and what is you, and once you've entered that you'll be able to set up a username and password.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Alright, are you able to email me that because I'm, it ain't calling from my end.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][NEGATIVE] Are you, what's the website again? uh, so I'm trying to pull it up but it's not working.
[AGENT][NEUTRAL] Secured, [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And before you start on that, let me make sure I change, uh, update your address. Give me one moment.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And you said your current address is [PII]?
[CUSTOMER][NEUTRAL] So the.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Were you able to get onto the site or no?
[CUSTOMER][NEUTRAL] No, the phone's acting. No, I think it's, it's, it's you're on the phone. I'll let you access stuff.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] But I'll uh send a request for the hard copy of your card to be sent out to you.
[CUSTOMER][NEUTRAL] OK, but are you able to, I guess get the.
[CUSTOMER][NEUTRAL] My number so I can I guess get this going because it's Friday we're looking at.
[AGENT][NEUTRAL] Uh, yes, sir. Let me know when you're ready.
[CUSTOMER][NEUTRAL] Oh, you can tell me now.
[AGENT][NEUTRAL] OK, uh, your policy number is 12656993.
[CUSTOMER][NEUTRAL] 1265693
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Alright, and the group number should be the same, correct?
[AGENT][NEUTRAL] Uh, the group number should be the same, yes.
[CUSTOMER][NEUTRAL] OK, no problem. I, I'll get that to the provider and see from here.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, no, that, that, that should have been it.
[AGENT][POSITIVE] OK, well thank you so much for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright you too thank you bye bye.
[AGENT][NEUTRAL] Bye.