AccountId: 011433970860
ContactId: c44d996a-3415-4963-b6a7-e6b1c7f39fe7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 428940 ms
Total Talk Time (AGENT): 153397 ms
Total Talk Time (CUSTOMER): 114473 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/c44d996a-3415-4963-b6a7-e6b1c7f39fe7_20250407T19:06_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] And I was calling to see.
[CUSTOMER][NEUTRAL] That my um account was active.
[AGENT][NEUTRAL] OK. I can check and see if it's active. And may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And you, OK.
[CUSTOMER][NEUTRAL] OK, it is
[CUSTOMER][NEUTRAL] 0257.
[CUSTOMER][NEUTRAL] 346 4.
[AGENT][POSITIVE] Thank you. Mm.
[AGENT][NEUTRAL] OK, for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my mailing address is
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my email address is [PII] or [PII]. OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] We have the first one, thank you. And you still employed with ISO Poly Films?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it, it is active at the moment. It's showing active.
[AGENT][NEUTRAL] This is your secondary policy.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] I go to pain management.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I don't know. For some reason, I think my, my claims were, they was denied.
[AGENT][NEUTRAL] OK. Are, are they charging like for an office visit or are they charging for treatments?
[AGENT][NEUTRAL] What type of service they're charging for?
[CUSTOMER][NEUTRAL] Um, it's the office.
[AGENT][NEUTRAL] Office.
[CUSTOMER][NEUTRAL] Office
[AGENT][NEUTRAL] OK. Let me check and see if we cover the office visit, OK? One moment. Let me look at your benefits.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm waiting on the documents to pull up. One moment.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK. When was the last time that you visited the pain management?
[CUSTOMER][NEUTRAL] Um, I think it was on the.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Last week
[CUSTOMER][NEUTRAL] I forgot what what the date was.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was either the last Thursday or Thursday for that.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] OK, alright, so it looks like um we did pay the one for this year. It looks like they charged for the past year, but you didn't have the policy last year. So starting on [PII] is when you started the policy with us. So we send a payment on for the one for [PII] we send the $25 over to the pain management.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] So we
[AGENT][NEUTRAL] And we have not received any other claims besides that one for this year.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh, OK, um, that.
[CUSTOMER][NEUTRAL] That would have been picked up my medication, uh, today.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] They say that
[CUSTOMER][NEUTRAL] They need the authorization.
[CUSTOMER][NEUTRAL] I was thinking from my doctor and so then I called back.
[CUSTOMER][NEUTRAL] And then they said that they needed the authorization to my insurance company.
[AGENT][NEUTRAL] Is this the, like for pharmaceutical medication?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, we don't handle pharmacy or medication. So they're probably talking about um your major medical.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Have you tried calling your major medical, the primary insurance?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, I thought this was it.
[AGENT][NEUTRAL] No, this is your secondary supplemental plan.
[AGENT][NEUTRAL] Uh, let me see who's your major medical. Bear with me just a minute.
[AGENT][NEUTRAL] You need to get in contact with Aetna.
[CUSTOMER][NEUTRAL] Aetna
[AGENT][NEUTRAL] Yeah, and that's your major medical.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Uh, could I have that phone number?
[AGENT][NEUTRAL] We don't have that information, um, Mr. [PII]. We only can see the name of the major medical plan, but we don't have any additional information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, it may be on the card if you have received a card from them from that, it will be there on the card.
[CUSTOMER][NEUTRAL] OK, I don't.
[AGENT][NEUTRAL] And if you cannot, yeah, if you cannot find it, you probably need to call your HR department and see if they can give you information about your plan.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, they uh
[AGENT][NEUTRAL] Really.
[AGENT][NEUTRAL] All right. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Um, no, that'll be all.
[AGENT][POSITIVE] All right, well thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][POSITIVE] Thank you. You're welcome. Bye.