AccountId: 011433970860
ContactId: b2d80fc8-8ac4-4d3b-a44e-bf8610509bc9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 385220 ms
Total Talk Time (AGENT): 192936 ms
Total Talk Time (CUSTOMER): 143015 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/b2d80fc8-8ac4-4d3b-a44e-bf8610509bc9_20250401T16:01_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hey, hi, good morning, good afternoon, sorry, um, I, I'm calling to see because um I was trying to check online my a bill, but I couldn't log in so uh basically I went to the emergency, uh, like last week or something like that and I don't think they took my gap insurance.
[AGENT][POSITIVE] No worries.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I wanted to check the status of that if it's possible.
[AGENT][NEUTRAL] Yeah, I, I can definitely help you check that today so we're wanting to see if a claim was placed for the visit you had last week.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, no worries, and do you mind if I get your first name real quick and a good callback number just in case the call drops?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Uh yeah, my phone number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much and what's your name, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And do you have that policy number handy?
[CUSTOMER][NEUTRAL] Uh, I have the card here. Which number you need?
[AGENT][NEUTRAL] It might say inpatient or outpatient certificate number, but typically it starts with like a 01 or a 02.
[CUSTOMER][NEUTRAL] I have, you know.
[CUSTOMER][NEUTRAL] So this is, it's hard to to to hear you one second.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] The sorry, you need the, the group number?
[AGENT][NEUTRAL] I can look it up with your group number if it has another number on it, it might say member ID or certificate number. um, that one would be a little quicker, but if all you can see.
[CUSTOMER][NEUTRAL] Payer payer ID for it.
[AGENT][NEUTRAL] No, but that's OK. Let me try with that group number real quick. What is that number for you, my friend?
[CUSTOMER][NEUTRAL] The group number is 19145.
[AGENT][POSITIVE] 145. OK, perfect. And.
[AGENT][NEUTRAL] All right, I do see that right here for you I believe I'm just gonna verify some information with you before I get started is that OK?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Perfect. And could you verify for me please your date of birth?
[CUSTOMER][NEUTRAL] Uh yeah, it's [PII].
[AGENT][POSITIVE] Wonderful. And just the mailing address on file as well.
[CUSTOMER][NEUTRAL] Uh, mailing address should be one second um [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful. And lastly, if you can for me, my friend, it's just that email address on file.
[CUSTOMER][NEUTRAL] It should be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It looks like the one I have on file might be your professional email.
[CUSTOMER][NEUTRAL] Oh, OK, then it should be uh [PII].
[AGENT][POSITIVE] Perfect. Uh, thank you so much for going through all that with me. I appreciate it and I am taking a look at your policy here, my friend. I'm not seeing that.
[AGENT][NEUTRAL] I I'm not showing any claim has been placed yet on your account.
[AGENT][NEUTRAL] Um, so I'm not showing that they have submitted one. if you would like, you might be able to go back to the facility and show them your gap insurance card and have them process a claim with us once they, um, get their, get the information back from your major medical.
[CUSTOMER][NEUTRAL] Sorry, you got caught up at at the last part. Go back to the facility and what?
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Yeah, you might be able to call them or swing back by and just let them know that you have a secondary insurance and show them the card um and have them send us a claim. They'll have to wait until they get all the paperwork back from your, your primary insurance, um, and then once they have that information back they'll be able to submit a claim with us. So if it was just a week or so ago that you went, there's probably more than enough time I think if you want to try to reach out to them and see if they can submit a claim with us after.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can you, um, so when I tried to log in to the website, um, do I have, uh, like a user ID because I was trying to log in to check online but I was not able to um.
[AGENT][POSITIVE] No, that's a great question. Let's look that up for you, my friend. Um, let's see.
[AGENT][NEUTRAL] So I'm actually showing that you haven't created an online profile yet so you'll wanna go through those steps and start as a new user um and then when it's asking for the email address you'll wanna use the one you gave me that professional one because that's the one we have linked to the account.
[CUSTOMER][NEUTRAL] Oh, so that yeah because I was trying to look for my and it showed like no nothing was found. OK.
[AGENT][NEUTRAL] Yeah, I do have like um a guide to set up the account like it's a like a little packet I can email it to you if you like that way um if you if you just and it shows you how to do everything once you're logged in um if you'd like I can get that sent over your way.
[CUSTOMER][NEUTRAL] I'll do that then.
[CUSTOMER][POSITIVE] OK, that'll be good.
[AGENT][POSITIVE] Perfect. And then what else can I do to help you out, my friend?
[CUSTOMER][POSITIVE] And that should be it. Thank you very much.
[AGENT][POSITIVE] Oh it's my pleasure if you find yourself in a situation where you need more help or anything like that, you just give us a call and we'll do our best to take care of you.
[CUSTOMER][NEUTRAL] All right, will do.
[AGENT][POSITIVE] Well thank you you have such a wonderful day, [PII], and you have a great day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][POSITIVE] Thanks. Bye-bye.