AccountId: 011433970860
ContactId: a18bf5e4-5e03-466f-b1cd-01d0f97116e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219279 ms
Total Talk Time (AGENT): 87009 ms
Total Talk Time (CUSTOMER): 101540 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/a18bf5e4-5e03-466f-b1cd-01d0f97116e3_20250109T20:47_UTC.wav
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[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I received these, um medical, these cards in the mail, and I'm just trying to find out if this is actually for my medical insurance.
[AGENT][NEUTRAL] Uh sure, [PII] I can assist you with your benefits. Um, first, I'll need to go callback number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please. Um, the policy number would be the outpatient um certificate number on the card.
[CUSTOMER][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] Um, yeah, I'm gonna have to get my glasses for that. Let me see.
[CUSTOMER][NEUTRAL] Um, outpatient, OK, 02570870 M like Mary, L like lemon, and it looks like the number 8.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. Thank you. Now, please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Now, please verify your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, this is a different email address. It may be your work email.
[CUSTOMER][NEUTRAL] Oh [PII]?
[AGENT][NEUTRAL] Yes ma'am, that's the one we have on file.
[CUSTOMER][NEUTRAL] OK, I need to change that, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can change that for you. One moment.
[CUSTOMER][NEUTRAL] OK, so is it, are these medical benefits?
[AGENT][NEUTRAL] Um, yes, ma'am. This is for secondary gap insurance. What we do is we cover the co-pay, the co-insurance, and the deductible after your primary insurance processes the claim for covered services.
[CUSTOMER][NEUTRAL] I don't know what my primary insurance is then I think it was Cigna, that's why I was telling the young lady is trying to help me make an appointment, um.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK, so would I still need to give her this information so that if she could process that along with my primary?
[AGENT][NEUTRAL] Um, yes, ma'am. What happens is that they'll file the claim through your primary insurance company first and then when they receive the explanation of benefits, um, from your primary insurance company, they'll file the claim with us and send us that documentation, so we'll know how much to pay if the service is covered under your policy.
[CUSTOMER][NEUTRAL] Oh, OK, so I need to find out what my my medical insurance is. OK, OK, ma'am, well, well thank you so much, um, I, I think that's all I need for now.
[AGENT][NEUTRAL] OK. Did you want me to update your email address?
[CUSTOMER][POSITIVE] Oh yes ma'am.
[AGENT][NEUTRAL] OK. And what email address would you like to use?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I got that. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. I've updated your email address. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Uh, no, that'll be all.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you, you too. Goodbye.
[AGENT][POSITIVE] Mhm. You're welcome.