AccountId: 011433970860
ContactId: 88b1d0af-de9d-489c-a001-d0f86901c251
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 399190 ms
Total Talk Time (AGENT): 162918 ms
Total Talk Time (CUSTOMER): 166379 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/88b1d0af-de9d-489c-a001-d0f86901c251_20250611T22:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Alright, what was your name again?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] OK, oh nice. My name is [PII], and I, I, I believe I had uh gap insurance.
[CUSTOMER][NEUTRAL] I don't know. I never, I don't know how to file for it.
[AGENT][NEUTRAL] OK. Uh, what is your policy number?
[CUSTOMER][NEUTRAL] I do not have that on me. I'm uh I'm away from, I, I don't have that information on me right now. Can, can you look my name up?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK one moment.
[CUSTOMER][NEUTRAL] Thanks. I always saw the envelope for APL, but I never knew what it was. I, I get so busy, never got back to it.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Oh no, I understand.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And your name is one more time, I'm so sorry.
[CUSTOMER][NEUTRAL] Loyal, [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You want my full name?
[AGENT][NEUTRAL] Uh, last name too, yes, sir.
[CUSTOMER][NEUTRAL] There's, there's 2
[CUSTOMER][NEUTRAL] [PII] There's two of us, my son uh might be on your system also.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Let's see, OK, and verify your date of birth, mailing address and email address for me please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh my mailing address [PII]. My email address [PII]. That's [PII].
[AGENT][NEUTRAL] Uh, OK, give me one moment, I think I chose your son's name. Give me one moment.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] He's always first. uh uh uh.
[AGENT][NEUTRAL] Oh I first.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're from [PII], correct?
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Oh, there you go.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So I am in the system, all right.
[AGENT][NEUTRAL] You are, but I show your policy with us termed on [PII].
[CUSTOMER][NEUTRAL] Yes, uh my claim is for [PII].
[CUSTOMER][NEUTRAL] When I had er of uh
[CUSTOMER][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've been called MetLife.
[CUSTOMER][NEGATIVE] Because I thought my gap, like I said, I'm only home for a minute and you get all this mail you know like I'll get back to that, get back to that. I never get back to it.
[AGENT][POSITIVE] Oh no, it happens. I understand that for sure.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Life happens, you know, but, um.
[CUSTOMER][NEUTRAL] That's yeah, yeah, yeah.
[AGENT][NEUTRAL] If you like, uh, you can, no, you're fine. Uh, you can mail.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Or fax a claim to our office, um.
[AGENT][NEUTRAL] When was the date of service, you said it's the surgery?
[CUSTOMER][NEUTRAL] I is there [PII] or [PII], I was, I was, uh, enrolled on that, uh, admitted into the hospital [PII]. Surgery was [PII].
[CUSTOMER][NEUTRAL] Through the [PII] I think.
[CUSTOMER][NEUTRAL] I was in the hospital.
[AGENT][NEUTRAL] OK, I see a claim that was, oh, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] And then I was out.
[CUSTOMER][NEUTRAL] I, I'm just rambling, go ahead.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] No, you're fine
[AGENT][NEUTRAL] No, I'm listening to you. Um, but I do show a claim was received and it shows for [PII], um, and it looks like we were requesting additional information, uh, the diagnosis code and the primary EOB.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, uh.
[CUSTOMER][NEUTRAL] What I gotta do where where I get that information at?
[AGENT][NEUTRAL] Um, the
[AGENT][NEUTRAL] Mm, cause I see you submitted a bill, but it doesn't have the diagnosis codes, or if you can request from the hospital, the medical notes, uh, for that data service.
[AGENT][NEUTRAL] And with that
[CUSTOMER][NEUTRAL] Could you, could you email me this stuff or whatever I need or uh.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] And
[CUSTOMER][POSITIVE] Oh thank you.
[AGENT][NEUTRAL] And you said it's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes sir, I can uh send an email just kind of let you know what information we would need.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let's see. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Am I, am I entitled to anything else?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, um, this is just a secondary supplemental plan.
[CUSTOMER][NEUTRAL] So I just pay off the rest of the hospital bills, is that what it does?
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Well, it picks up what your major medical applied towards deductible, co-pay, or co-insurance.
[AGENT][NEUTRAL] For either outpatient or in hospital.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] You made my day.
[AGENT][POSITIVE] Oh, good. Yes, sir. I'll send this email out to you in a few moments. Yes, sir.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][POSITIVE] I got a clean joke. I think you deserve it. You wanna hear it?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, so you got, you got, you have a necktie, right? A regular necktie?
[CUSTOMER][NEUTRAL] You got your big side, you got your your skinny side, right? You with me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so you take, you take both sides and you roll them up real tight to your neck and you drop them which one drops the fastest?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] I think they'd be the same.
[CUSTOMER][POSITIVE] Yeah, you're right, it's a tie.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] That is funny. I'm gonna have to keep that one. I'm gonna have to tell somebody that that's pretty funny.
[CUSTOMER][POSITIVE] Thank you, you, you, you deserved it. Thank you.
[AGENT][POSITIVE] Thank you, I appreciate that. You have a great rest of your day, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] You, yes ma'am, you too, Miss. [PII].
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Uh, yes, sir.
[CUSTOMER][NEUTRAL] Is that right?
[AGENT][NEUTRAL] You did.
[CUSTOMER][POSITIVE] Oh nice thank you alright bye.
[AGENT][POSITIVE] You're welcome. Bye.