AccountId: 011433970860
ContactId: cc528688-3c2d-4179-b510-789e568b7b70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 374779 ms
Total Talk Time (AGENT): 151449 ms
Total Talk Time (CUSTOMER): 152748 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/cc528688-3c2d-4179-b510-789e568b7b70_20250114T19:24_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? [PII] speaking. Uh, I need to know, [PII], I've been paying obviously this insurance and I'm about to use it, but I don't have any information. I don't have no card. I have nothing. So I want to know if first of all, if I'm registered with you guys. I know I pay a weekly for insurance, but I don't have anything like I said. Do you think you can look me up?
[AGENT][POSITIVE] Yeah, absolutely. So I can look you up by your name or by social, whichever you would prefer to give me.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][POSITIVE] Whatever is easier for you, I'll give you my name or my social I don't mind.
[AGENT][NEUTRAL] So social is usually easier if you don't mind.
[CUSTOMER][NEUTRAL] OK, here we go 595.
[CUSTOMER][NEUTRAL] 665129
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Give me just a second. Let me take a look here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, my, my company name is Bronco Logistics.
[CUSTOMER][NEUTRAL] Give me one second, I'm gonna take a phone call.
[AGENT][POSITIVE] No problem. Go ahead.
[CUSTOMER][NEUTRAL] I'm sorry, I'm, I'm back.
[AGENT][NEUTRAL] No problem, so I just need to verify, please, [PII], your date of birth and then address we should have on file.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Absolutely. Date of birth is [PII], and my address is [PII].
[AGENT][POSITIVE] Thank you so much and what I can do, um, [PII] is I can send you an email with a card immediately that way you have that on hand for um any usage that you may need and then I can also put in a request to have one sent to you in the US postal mail.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Definitely, that's, that's what I'm calling for exactly. Thank you very much.
[AGENT][NEUTRAL] No. Not a problem. I just need to grab [PII] an email address from you, please.
[CUSTOMER][NEUTRAL] Sure, email is my first and last name [PII] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So that was your [PII]?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] Yes ma'am. So I have a question. I'm curious. So I've been paying for 6 months and you don't, and you don't have no information of me.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, we have your policy on file address on file we just didn't have an email address on file.
[CUSTOMER][NEGATIVE] Oh, yeah, I've been, everybody tells me, oh, you're supposed to have a card, but I, it's just, it's just since last July, you know, you guys make the changes and, and, you know, I, I added you in my policy, but I don't have no card, I have nothing. So I'm like, I don't know what's going on. I've never had this.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] I'm so sorry, Roger.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] No, that's fine, that's
[CUSTOMER][POSITIVE] So let's do that, please send me that card immediately to my email and the card that I need to mail that'd be great.
[AGENT][NEUTRAL] Yeah, so I'm emailing you a card and all you need to do is when you go to have whatever procedure you're having done, just present them that card as your secondary insurance. I also put in a request to have one sent to you in the mail. That way, um you have an actual hard copy on file, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Definitely.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All I needed
[CUSTOMER][NEUTRAL] Now, can, uh, the claims for the future, I go to the, for the app, right? APL app and I put the claim there, send the receipt there.
[AGENT][NEUTRAL] I'm sorry. I'm having a hard time kind of hearing you. What was your question again, Roger?
[CUSTOMER][NEUTRAL] Question is, uh, to make a, to make a claim or you know, to make a claim, I go to the app, the APL app and send the receipt there, correct? That's how it works.
[AGENT][NEUTRAL] You can do the claim absolutely from the online service center online. To be completely transparent with you, the easiest way to do all this is if you have a primary and we're the secondary, any procedures that you're having done, present the provider, which would be the hospital, doctor, whoever. Give them both insurance cards and then they will bill us on your behalf so you don't have to do anything.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Correct, yeah, that would be the most logical thing, correct, correct. OK, but in the but in the future, how does that work if let's say, you know, the doctor tells me, hey, you owe $1000 or whatever it is, how do I present that to you guys? Send the receipt through email on the app?
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] So if you need to file the claim yourself, you would need to one download the claim form that's located on our site that's the Medin claim form. You would need your explanation of benefits from your primary insurance. We need to see exactly what your primary insurance paid and what's left remaining, and then you would need an itemized bill with diagnosis code submitted with that as well.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Of course, of course.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Good to know, I didn't know none of
[CUSTOMER][POSITIVE] Just learned something with you. Thank you very much.
[AGENT][NEUTRAL] Uh, no problem, [PII]. Anything else I can do for you?
[CUSTOMER][POSITIVE] No ma'am, thank you very much. I appreciate it. You have a good day today.
[AGENT][POSITIVE] You too. Thank you for calling APL. Take care.
[CUSTOMER][NEUTRAL] Bye bye.