AccountId: 011433970860
ContactId: d22f1813-581a-4099-a6ac-4d48b7893e27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342869 ms
Total Talk Time (AGENT): 145183 ms
Total Talk Time (CUSTOMER): 133392 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/d22f1813-581a-4099-a6ac-4d48b7893e27_20250418T15:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I need to get information on my client um benefits, please.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It's 02597342.
[AGENT][NEUTRAL] OK, thank you and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] This [PII]
[AGENT][POSITIVE] Thank you, let's see.
[AGENT][NEUTRAL] And [PII], verify your date of birth and your mailing address for me, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Uh, did you say [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. I'm showing a 5.
[CUSTOMER][NEUTRAL] It's an old address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's not it.
[AGENT][NEUTRAL] OK, so we need to update your address. We can do that. And could you repeat it slower, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] North
[CUSTOMER][NEUTRAL] Andrews Avenue.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Unit 403.
[CUSTOMER][NEUTRAL] Fort Lauderdale, Florida.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you we'll get that updated and you said that you needed to check a claim status?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well I just need to know how this works because they told me I just go and if I wanted to see a specialist I show them the card and all I need to do is get the receipts from them and everything so I need to know what I, what's.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Covered what I have to send in whatever.
[AGENT][NEUTRAL] OK, got it. So first we would need to get you a an APL claim form.
[AGENT][NEUTRAL] Um, and I can email that to the address that you verified if you would like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the email address is uh [PII].
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] [PII] that's with an [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I have [PII]
[CUSTOMER][NEUTRAL] No, no, [PII] [PII] [PII], not, not my name and then at.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] That's what I have.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, there's not two ads.
[CUSTOMER][NEUTRAL] At
[AGENT][NEUTRAL] Mhm, let me repeat what what I wrote down.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I have [PII]
[CUSTOMER][NEUTRAL] OK, you've got out twice.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Right, you said add after [PII], so that's why I said that.
[AGENT][POSITIVE] OK, I have it written down correctly, so I apologize. So development is D E [PII] O [PII] N [PII] or D E B E L O P M E N T.
[CUSTOMER][POSITIVE] OK perfect OK.
[CUSTOMER][NEUTRAL] No, at P P P M E N T.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Are you having a good day today?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um can you just basically explain how this works?
[AGENT][NEUTRAL] Of course, let me get your email address added and then get your address updated and then I'm gonna send you a claim form and I wanna send it so that I can walk you through it so you'll see it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I don't have time to walk it walk through it. I just wanna know how this policy works on what insurance.
[AGENT][NEUTRAL] OK, so I'll send you a claim form and the instructions on what documents are required is on the first page of the claim form.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you'll you'll send us a copy of the APL claim form. We'll need an itemized bill.
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] From your doctor's office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've got everything from them.
[AGENT][NEUTRAL] And then an explanation of benefits from your primary insurance.
[CUSTOMER][NEUTRAL] OK, so what is this, why do we have this on top of our regular insurance? What does this do?
[AGENT][NEUTRAL] This is a gap policy to help you with your deductible co-pay.
[AGENT][NEUTRAL] And, uh, coinsurance.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it doesn't, it doesn't pay anything until my deductible's been met basically.
[AGENT][NEUTRAL] Your primary, that's how your primary works, but this is a gap policy. So if they apply something to your deductible co-insurance or co-pay of coverage charges, APL will pick up those charges.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Cause it's a gap policy. Uh-huh.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] So then basically we don't.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, now, uh, so basically our deductible, or pay out of pocket goes up but we get reimbursed by you.
[AGENT][NEUTRAL] Go ahead.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Uh, OK, that's kind of strange, but.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][POSITIVE] And I'm gonna send you a claim form real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so once we receive your claim documentation we have to review it, you know, to verify if what you send us is is covered under your plan. Did you say it's a specialist office, is it?
[CUSTOMER][NEUTRAL] Eye eye doctor, correct.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Yes, I got.
[AGENT][NEUTRAL] OK, I just sent you over the claim form and did you have any other questions?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, I'll just do following instructions and send it in. I appreciate your help.
[AGENT][POSITIVE] You're welcome [PII] and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too, thanks.