AccountId: 011433970860
ContactId: d512e97e-75eb-4184-9c3b-d9c70233f7bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92089 ms
Total Talk Time (AGENT): 39831 ms
Total Talk Time (CUSTOMER): 41391 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/d512e97e-75eb-4184-9c3b-d9c70233f7bc_20250408T21:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I am just kind of wondering how like claim filing works for you guys for gap insurance. Is that something that like I would present to my doctor's office and they would get to file it on my behalf or I would like have to get a paper document of benefits and then file it just kind of curious on the process.
[AGENT][NEUTRAL] Uh, do you, I'm assuming you have a card with APL?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. So this is just a secondary insurance. So what you would do is you would give them your primary insurance and then you would also give them our card.
[CUSTOMER][NEUTRAL] OK, both at the same time.
[AGENT][NEUTRAL] Yes, uh, you can just give them both of them, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And then, yeah, that's it. Pretty easy.
[CUSTOMER][POSITIVE] OK, perfect. And no extra like paperwork needed on my side, I guess.
[AGENT][NEUTRAL] No, no. Your doctor should uh process it for you.
[AGENT][NEUTRAL] And then we'll see it on our end, mhm.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK, lovely. I think that's what I had a little confusion on, but that is perfect. I appreciate it so much. Thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, of course. Um, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, I don't think so. I think that's it. I'll just.
[CUSTOMER][POSITIVE] Yeah, I think that's it. Thank you though.
[AGENT][POSITIVE] OK, yeah, of course. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][NEUTRAL] OK, bye.