AccountId: 011433970860
ContactId: e5371eab-a690-4201-8c15-9061497909ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 368769 ms
Total Talk Time (AGENT): 149889 ms
Total Talk Time (CUSTOMER): 158948 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/e5371eab-a690-4201-8c15-9061497909ce_20250212T20:41_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII], and I was wondering I can log into my account and I can't find my APL card. So I was wondering if I can request one to be mailed out to me and if you can now provide me with the username, how can I reset the account because I need to and so you can tell me and have a question with my benefits.
[AGENT][NEUTRAL] OK, so I can assist you with the question with your benefits, however, I don't.
[AGENT][NEUTRAL] This is the claims department. I can't assist with the online account. I can transfer you to customer service. Do you have a policy number or do you not know your policy number?
[CUSTOMER][NEUTRAL] I don't know my I know the old policy number, but it's, they have a new one that I, that's the one that I can't find. The old one was, is it the hospital benefit certification number?
[AGENT][NEUTRAL] What's the old one?
[AGENT][NEUTRAL] It doesn't matter which one.
[CUSTOMER][NEUTRAL] I'll give you 1 1,154,590 ML 5 ML 4.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] Maybe a [PII].
[AGENT][NEUTRAL] [PII], can you verify your um mailing address and your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What was your, the numbers of your um mailing address?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Now we have something else in.
[CUSTOMER][NEUTRAL] Oh, you could, yeah, yeah, you might have um [PII].
[AGENT][NEUTRAL] Thank you. And what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And what is the email address that we have on file for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the callback number is [PII]?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] And the [PII] address, is that not your no longer your address?
[CUSTOMER][NEUTRAL] That's my address. I just have a mailing address. Yeah, I just have used to address. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] So would you like for this to be updated to your mailing address or would you like it to be this address?
[CUSTOMER][NEUTRAL] No, that's fine. It's just, that's fine. That address is fine.
[AGENT][NEUTRAL] Got you. So what questions did you have about your benefits before I transfer your customer service with them to assist you with your online account?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK. So, um, if you have the, do I have, you know, I pay, if you do it in a doctor's office uh ultrasound and you have to pay your copayment, that it's something that is refundable, right? Cause it's covered with the APM for service.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] I just need to know that because I need to submit the claim then because I had to pay the $80.
[AGENT][NEUTRAL] Let me verify.
[AGENT][NEUTRAL] OK, I'll
[AGENT][NEUTRAL] So that is covered under your policy.
[AGENT][NEUTRAL] To be considered as the treatment received under the policy. So the office visit is not covered itself, but the treatment received in the office is covered under your policy.
[CUSTOMER][NEUTRAL] It is covered, right?
[CUSTOMER][NEUTRAL] OK, the treatment. So, OK, so I do need to put in the claim. All right, so I have the, the EOB here from Blue Cross. I just.
[AGENT][NEUTRAL] And you have your diagnosis, your diagnosis code cause you're gonna need your diagnosis code.
[CUSTOMER][NEUTRAL] It's, it's, yeah, it's on, yeah, it's on the EOB so I put, yeah, it says, yeah, Z12.31.
[AGENT][NEUTRAL] Are you sure? We'll start with the letter?
[AGENT][NEUTRAL] OK, that's the diagnosis. Yes, ma'am. I just wanted to make sure that you had so that way when we, when you submit it, we won't be asking you for more information, then it can become frustrating. So hold one moment, I'm gonna transfer you to customer service so they can better assist you, OK?
[CUSTOMER][NEUTRAL] So, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] With your online account. You're welcome. Thanks for calling APL and have a great day. Hold one moment.
[CUSTOMER][POSITIVE] OK, thank you so much. Thank you so much.
[CUSTOMER][NEGATIVE] You too. You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], how are you doing?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][POSITIVE] I'm great thanks for asking [PII]. I have a Nadine on the phone. She's calling about her online account and she wanted to verify how she could resubmit her.
[AGENT][NEUTRAL] Set her password cause she can't log in.
[CUSTOMER][POSITIVE] OK, I can help her with that.
[AGENT][NEUTRAL] Let me give you the policy number. Let me know when you're ready for it.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It is 246-666-1. She called to verify her benefits as well. I did verify her benefits for, but it's 246-6661 and I verified all of her information.
[AGENT][NEUTRAL] And her callback number is [PII].
[CUSTOMER][NEUTRAL] OK, [PII]. All right.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][POSITIVE] All right, thank you and have a good one.