AccountId: 011433970860
ContactId: bda62c40-8b5f-4b2e-9c2f-4b5b9010393f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309140 ms
Total Talk Time (AGENT): 159879 ms
Total Talk Time (CUSTOMER): 98224 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/bda62c40-8b5f-4b2e-9c2f-4b5b9010393f_20250516T15:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, and uh my name is [PII]. Um, I had a question in regards to, um, an explanation of benefits that I, that I received.
[AGENT][NEUTRAL] OK, um, well, I can help you with your explanation of benefits. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have um your policy number?
[CUSTOMER][NEUTRAL] Yes, it's 020.
[CUSTOMER][NEUTRAL] 30186
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And can you verify the members first and I'm sorry, can you verify your date of birth and the mailing address on file?
[CUSTOMER][NEUTRAL] Yeah, my date of birth is [PII].
[CUSTOMER][NEUTRAL] And the billing address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the claim number on the explanation of benefits that you're looking at?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, it's 359-563-8.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, so this um diagnostic Center of Miami filed the claim, but they did not submit the primary insurance explanation of benefits with it. Um, so we sent them the our explanation of benefits requesting it. Once we receive it, we'll go ahead and continue processing it for the decision.
[CUSTOMER][NEUTRAL] OK, so it's not something that I have to do?
[AGENT][NEUTRAL] Um, I mean, yeah.
[AGENT][NEUTRAL] You could if you wanted to, like if you have access to your um explanation of benefits like on the portal or something for your insurance company, you could submit it, um, but that that would be up to you.
[CUSTOMER][NEUTRAL] And if I, if I find it um so like I'm, I'm on the portal right now, um, where would I send it to?
[AGENT][NEUTRAL] Um, so you would have to download the explanation of benefits to your computer, save it, and then log into APL's portal and upload it for processing.
[CUSTOMER][NEUTRAL] Uh, that's, that's where I had a problem. I don't have a portal with APL and I was having trouble getting one. can I, can I, I assume that the, that the diagnostic center would, would respond.
[AGENT][NEUTRAL] OK, I will look.
[AGENT][NEUTRAL] Yes, um, yes, they typically they do, um, I.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, cause they know once they were they in that in, then we'll go ahead and continue processing. Did you need help with your online service center though, or you're OK?
[CUSTOMER][POSITIVE] Yeah, yeah, that'd be great actually.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] American public.
[AGENT][NEUTRAL] So there's already a um online service account for um
[AGENT][NEUTRAL] For y'all's policy. I can give you the username and then um if you want to use the forgot password link, and then
[AGENT][NEUTRAL] Be able to access it that way.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] OK, so let me get the.
[CUSTOMER][POSITIVE] Yes, that would be great.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][POSITIVE] Yeah, no worries.
[AGENT][NEUTRAL] OK, so the username is [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, I guess I could have just said.
[AGENT][NEUTRAL] I didn't notice what it was until just now.
[CUSTOMER][NEUTRAL] I can
[CUSTOMER][NEUTRAL] It's OK. So after you.
[AGENT][NEUTRAL] And then um the email address is the same.
[CUSTOMER][NEUTRAL] Um, so Fra is the, is the, um,
[CUSTOMER][NEUTRAL] The username?
[AGENT][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] So then when you're on our like portal, I'm sorry, I didn't hear you.
[CUSTOMER][NEUTRAL] OK, and uh.
[CUSTOMER][NEUTRAL] No, no, no, I was just gonna ask if it was all in capitals or if it did, it didn't matter.
[AGENT][NEUTRAL] Oh, no, it's all lowercase.
[CUSTOMER][POSITIVE] All lower case. OK, perfect.
[AGENT][NEUTRAL] And then, so once you go into or you know, um, go to our portal website, you'll click on login and then put that username and the, and then click the forgot password link and then it'll take you through the steps to get you um reset and into your dashboard.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect all right perfect thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.