AccountId: 011433970860
ContactId: d15d40bb-7246-4736-8e9b-0320f01c4f36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 514039 ms
Total Talk Time (AGENT): 298043 ms
Total Talk Time (CUSTOMER): 164731 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/d15d40bb-7246-4736-8e9b-0320f01c4f36_20250121T17:44_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] Hi, um, I just went to the doctor and they can't find any proof of my insurance being active.
[AGENT][NEUTRAL] OK, um, yeah, let me take a look into that for you. Do you have, I'm sorry, may I have your name and the policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And let's see, my payer ID number is 64556 on this card. Um, do you need the policy number? I have one of the old bills.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh yeah, I'd love that please.
[CUSTOMER][NEUTRAL] 02351654
[AGENT][NEUTRAL] All right. 02351654. Did I hear that correct?
[CUSTOMER][NEUTRAL] Yeah, I'm looking on this card.
[CUSTOMER][NEUTRAL] OK, mine, alright, that's employee ID, uh.
[AGENT][NEUTRAL] Alright, no, I see that here, Miss. [PII]. And can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and
[AGENT][NEUTRAL] Let's see. I just need to verify a few other bits of information if you could verify your mailing address for me, please.
[CUSTOMER][NEUTRAL] Alrighty, [PII].
[AGENT][NEUTRAL] Thank you. And would you also be able to verify for me just the last two things as the phone number and the email on file?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] I'll say that again.
[AGENT][NEUTRAL] Oh, just the phone number and email on file.
[CUSTOMER][NEUTRAL] OK, phone number [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it's my email is [PII].
[AGENT][POSITIVE] OK perfect thank you so much um so I see here that you're you're completely active with us. I'm not sure why they're not able to see that on their side, but they're so welcome to call us and we can verify your eligibility with them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, maybe she called the wrong number because she tried calling and it just said all things were all numbers were, or y'all were busy.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so I don't, I don't know, but um I went ahead and paid 75 for my doctor visit, but anyways, like is my, I have to get some prescriptions filled, but I never received like my new card.
[AGENT][NEUTRAL] OK, yeah, let's take a look. Um.
[AGENT][NEUTRAL] Let's see what I have on file for your ID cards.
[CUSTOMER][NEUTRAL] I have the, it's for me and my spouse actually. I have the number on this.
[CUSTOMER][NEUTRAL] Uh, card.
[AGENT][NEUTRAL] Perfect. So it does look like um your policy didn't change, so they didn't resend out cards, um, but the number for your pharmacy benefits is going to be through Pharma Vale and it's going to be that [PII] on your card.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I'm looking.
[AGENT][NEUTRAL] Um, and they're gonna be able to offer you as far as benefits like what your, your pharmacy benefits are. I can't see those. But then the other thing is, um, I know you said you just paid out of pocket at your providers. Um, if you are able to uh get your itemized bill with your diagnosis code and your procedure code.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, you can submit that to us as a claim, and if you're eligible for, you know, benefits, we'll be able to, we'll be able to pay that money to you if you'd like, and I can, I can send you some information on that.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that would be great.
[AGENT][POSITIVE] OK, perfect. Let me get together a quick email for you that has some relevant information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] It's odd because a friend at work has the same insurance and he had the same problem.
[AGENT][NEUTRAL] I'm really sorry, um.
[AGENT][NEUTRAL] I don't know yeah I don't know why because I do see you're active, so I'm not sure what exactly is.
[AGENT][NEUTRAL] I'm not I'm not sure exactly like where the issue is going wrong but on my side I'm not showing any issue as far as your your status with us um.
[AGENT][NEUTRAL] So the first thing I'm gonna attach onto this email for you is going to be a copy of our online service center guide, um, it's just gonna tell you how to set it up but it's honestly if you're filing a claim it's the best thing to have access to because it will allow you to file the claim to view your own claim status to set up direct deposit for any benefits payable to just be.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] It to your bank instead of waiting on a check in the mail and so I'm gonna send you that guide that will tell you not only how to set it up but then how to use all the features within it and then I'm going to include for you um a copy of our claim form that way you have that on hand and it will tell you the information you need to get um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To get your claims paid, so it'll tell you like what documents you might need or um
[AGENT][POSITIVE] But you'll just fill out the form and you'll attach your itemized bill with your diagnosis code and your procedure codes and submit it on that online portal and then it's, it's pretty quick and easy from there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, um, and can you make a note for me to receive new cards?
[AGENT][NEUTRAL] Yeah, absolutely. Um, I can, I can ask them to mail you out some new cards for sure, and I do want to let you know that um the online portal will have your digital cards on file as well that you can um at any point access um your cards and your policy documents.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][POSITIVE] I'm sure I have that on my, I'm sure I have that on my phone. I do remember registering, so I will definitely do that.
[AGENT][POSITIVE] Perfect. Well, I'm hitting send on this email that's gonna have your user guide that tells you how to submit your claim and do all of that fun stuff and then the claim form and so you have access to those but if you get lost along the way or you have any questions, um, go ahead and reach on out to us we're always here to help and then I'm gonna in a separate email get a copy of your ID cards emailed out to you.
[CUSTOMER][POSITIVE] Oh my [PII]. Thank you so much.
[AGENT][POSITIVE] Absolutely. Um, and so.
[CUSTOMER][NEUTRAL] Cause I have to go pick up a prescription shortly.
[AGENT][POSITIVE] No, and that's perfect. They will have that um that farmal number, that bin number that they need, and that one's gonna just say APL ID cards in the subject line so you can identify it real quick, OK?
[CUSTOMER][POSITIVE] Oh great.
[CUSTOMER][POSITIVE] Dang, you are so helpful. I appreciate that.
[AGENT][POSITIVE] Well, it's my pleasure and then what else can I do to help you today, my friend?
[CUSTOMER][POSITIVE] You know what? We can just make it to spring.
[AGENT][POSITIVE] Yes, that would be the best. I am ready for it.
[AGENT][NEGATIVE] I don't like the cold.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] I don't think anyone does, so, you know, like, it's not just me, but I still don't like it.
[CUSTOMER][NEUTRAL] I know. I know.
[CUSTOMER][POSITIVE] Well, thank you for helping me. I appreciate it.
[AGENT][POSITIVE] Hey, it's my pleasure, Ms. [PII], and if you need anything else, just reach out. I know I gave you a lot of information, but if you get lost along the way, we're here to help.
[CUSTOMER][POSITIVE] All righty, thanks.
[AGENT][POSITIVE] Hey, my pleasure. Thank you for calling and you have such a wonderful day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thanks. Bye-bye.