AccountId: 011433970860
ContactId: b357aa24-b364-4203-b57c-ad8c46d38847
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 518380 ms
Total Talk Time (AGENT): 175711 ms
Total Talk Time (CUSTOMER): 220893 ms
Interruptions: 3
Overall Sentiment: AGENT=0.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/b357aa24-b364-4203-b57c-ad8c46d38847_20250610T18:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. Uh, my name is [PII], and I am just trying to kind of verify, um, my, uh, plan, and my, uh, physical therapy office mentioned that when they tried to file the, the claims, um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That it had the wrong number but this is the number that is on my ID card um and so I just wanted to check in with y'all and see if there's something that I need to fix or what's going on.
[AGENT][NEUTRAL] OK, [PII], I can help you with that benefits and claim. Um, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. Uh it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] The policy number is 01866766.
[AGENT][NEUTRAL] Alright, give me just one moment to look that up.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] I'm sorry, can I get you to verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Absolutely, it's [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, we don't have that address on file. Would you like me to update it?
[CUSTOMER][NEUTRAL] Uh yes, please. Yeah.
[AGENT][NEUTRAL] OK. Give me just one moment.
[CUSTOMER][NEUTRAL] I can give you my my old the old address that you might have if you need to verify it.
[AGENT][NEUTRAL] Yeah, what is the old address?
[CUSTOMER][NEUTRAL] The old address would be [PII].
[AGENT][NEUTRAL] OK. And what is the new one?
[CUSTOMER][NEUTRAL] The new one is [PII].
[CUSTOMER][NEUTRAL] And then street
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then it's the same city and state, [PII].
[AGENT][NEUTRAL] Same zip code?
[CUSTOMER][NEUTRAL] And then the zip is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, give me just a moment.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] And just to verify, I have [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and give me just one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] All right, let me see here.
[AGENT][NEUTRAL] And what you were wanting questions on a specific claim, correct?
[CUSTOMER][NEUTRAL] Um, so the, the physical therapy office that I go to, they told me that, um, they're, they're trying to file their claims, um, and that they've been getting a message that like my policy number is wrong, um, but they're taking it off of my card, so I don't really understand like the disconnect there, but do you need like a date of service of a claim or what would be helpful?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see, yeah, because this is the only policy you have with us. It is um it is secondary gap insurance so are they billing your primary as well?
[CUSTOMER][NEUTRAL] Yes, and so they said that like that then it's going to the like the primary is saying it goes to the deductible and then it should.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Get passed along to y'all, right? Like as the kind of deductible gap, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And then then I think when it gets to y'all that's when they're saying that like it's not the correct policy number.
[CUSTOMER][NEUTRAL] But then that's where it gets a little hinky.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, this does help uh pick up for co-pay, co-insurance, and co-deductible, but let me see, um,
[AGENT][NEUTRAL] What was the date of service? Um, just any of them if you need to, and I can look up one of them and see what's going on.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Of this year?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] The last claim I see on here.
[AGENT][NEUTRAL] was submitted back in [PII].
[CUSTOMER][NEUTRAL] That's where I think maybe it's getting weird because like they're trying to submit the claim, but then it, whoever, whoever the office talked to said that they're like the pos there's not a policy number with that number or something like that. I don't really know the case just something the wrong policy number.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Yeah, it's not being sent to your old.
[CUSTOMER][NEUTRAL] So maybe they just.
[AGENT][NEUTRAL] Yeah, even if they send it to your old policy number, um, it would still, once the claim was filed, it would transfer to your new policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but yeah, I'm not showing anything for that date of service. Um, you can have them. I mean, your, your policy number is correct.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You, do you see?
[AGENT][NEUTRAL] 01866766
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, OK, great.
[CUSTOMER][NEUTRAL] Um, and then there's a, I mean, there's a visit, so there's a visit on the [PII], there's a visit on the [PII], there's a visit on the [PII]. Do you not have any claims since, since back in [PII], I think.
[AGENT][NEUTRAL] Yeah, there's nothing past [PII]. Um, I would suggest if they to go ahead and have them uh try and file it again um if they need to, they, do they need our, our fax number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I don't know.
[AGENT][NEUTRAL] OK, um, have them call us back and we can try and figure that out, yeah, have them call us back and we can work on that, um, because yeah, I'm not showing anything for any of those dates of service.
[CUSTOMER][NEUTRAL] It's gonna, yeah.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, but that is the correct policy number. Mhm.
[CUSTOMER][NEUTRAL] OK, great, yeah, I'll tell them to just call you directly. I think she said that they were trying to do it in the portal or something, but I think that at this point they need to just call you.
[AGENT][NEUTRAL] Yeah, have them call us um don't don't do it through the portal because we did get a new portal account that's for everyone including if you have your own online service account um everyone has to set up a new uh account through the new portal um so that's probably what the the issue that they're getting so just have them call us and we can we can work on that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that sounds great. Um, well, thank you so much. Um, I'm glad to verify that like the card I have is accurate. So that's, that's helpful. Yeah, OK.
[AGENT][NEUTRAL] Yeah, your, your card is accurate um it it could just be if they're trying through the online portal, um, since we got a new uh portal provider it could just be that, um, but we'll go ahead and verify everything with them and make sure that they've got all the information they need.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you alright well thank you so much appreciate it.
[AGENT][POSITIVE] Any time thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] All right take care thanks bye bye.
[AGENT][NEUTRAL] Bye.