AccountId: 011433970860
ContactId: 8ca7795a-dacc-4d4a-a37e-92ee77244530
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339100 ms
Total Talk Time (AGENT): 159153 ms
Total Talk Time (CUSTOMER): 117447 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/8ca7795a-dacc-4d4a-a37e-92ee77244530_20250530T16:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. They speaking. May I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, I'm trying to register online um I've never signed in before. Uh, I have a policy for my employer, but it's telling me it can't find me my information.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and do you have your policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And what's your social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 77
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK. And your date of birth and mailing address, please.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and your email address because I don't show one in the system, so that could be reading Lord words reason why you're not able to set up uh what's your email address?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] 1886 at gmail.com.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a callback number, Ms. [PII], if the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 359
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and is this your uh not social, I'm sorry, is this your cell number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and let's see. OK, I would say try now and see if it's working because I'm assuming it didn't uh let you go through because we didn't have an email address in the system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then while I have you, um, I've never used gap coverage before.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you get reimbursed or how do you, how does it work?
[AGENT][NEUTRAL] Uh, the way the policy works is secondary, is it helps with your major medical insurance, deductible, co-pay or co-insurance for services in an outpatient facility or if you're confined as inpatient. Um, outpatient being in the ER, urgent care, ambulatory surgery center, MRI or imaging center, but it does not cover office visits or procedures in office.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right, yes, now I got that. So, um, uh, I just wanna know how to use it. So do they, do I give them a card at the visit or do I pay for it and then get reimbursed? I already paid for two visits.
[AGENT][NEUTRAL] Um, typically you can give the information to your provider, uh, let them know where you're secondary, and then once the service is complete, they'll follow with your primary and with us. But if you've already paid, um, you can submit claims yourself. Um, what we will need is the itemized billing showing diagnosis and procedure codes and the primary insurance EOB for that data service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The primary, say that last part again?
[AGENT][NEUTRAL] Uh, EOB, the explanation benefits, um.
[AGENT][NEUTRAL] The EOB will show for that particular date and provider what amounts they applied towards your deductible copay or co-insurance.
[CUSTOMER][NEUTRAL] So that's all stuff I get from my doctor.
[AGENT][NEUTRAL] Um, the EOB is what you would get from your major medical insurance. The billing is what you would get from your doctor or provider.
[CUSTOMER][NEUTRAL] Oh, I see. You need the explanation of benefits from my, from my from my main provider. OK, got you. And then the billing like itemized billing from the from the medical office.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEGATIVE] OK, um, it's still telling me it's finding an error.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] So it says no user was found.
[AGENT][NEUTRAL] And I apologize, but what was that social again to make sure we have it correct?
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that is what we have. And the date of birth, you said it was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] And that's what we have.
[CUSTOMER][NEUTRAL] What do you have for a zip code?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh yeah, that's fine.
[CUSTOMER][NEUTRAL] Actually [PII].
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Well, don't change it. There we go. All right, perfect, yeah, I'm in now.
[AGENT][POSITIVE] OK, good deal.
[CUSTOMER][NEUTRAL] OK, and then I can just give them, you said I can usually just give them a card at the visit and then they'll file a claim with you guys?
[AGENT][NEUTRAL] Uh, yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, so anytime you give your major medical insurance information, also give them our information as your secondary.
[CUSTOMER][POSITIVE] OK wonderful.
[CUSTOMER][NEUTRAL] OK, um, and I can get a card after I log in here like an electronic one.
[AGENT][NEUTRAL] Uh, yes, ma'am. You should be able to pull up that card and be able to print it out.
[CUSTOMER][POSITIVE] OK awesome alright thank you so much.
[AGENT][POSITIVE] Uh yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK. Thanks. OK, bye.
[AGENT][NEUTRAL] Bye.