AccountId: 011433970860
ContactId: e82b3418-0275-4f87-a7e4-24a30ba92ac5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 692719 ms
Total Talk Time (AGENT): 285667 ms
Total Talk Time (CUSTOMER): 360441 ms
Interruptions: 7
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/e82b3418-0275-4f87-a7e4-24a30ba92ac5_20250122T19:12_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, I have a question. I received a bill. I went to urgent care. Uh, well, first of all, I have a gap with you, OK?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I went to an emergency, urgent care in Baptist Hospital, urgent care, um, and I received a bill.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So my insurance pays, like I think $500 or something like that, but I still have like um $800 to pay.
[AGENT][NEUTRAL] OK, let me take a look and see if we received the claim. Uh, can I get uh a callback number for you please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what is your policy number with us?
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] Hold on. What number do you need?
[AGENT][NEUTRAL] The outpatient certificate number, the policy number?
[CUSTOMER][NEUTRAL] OK. It's 02003.
[CUSTOMER][NEUTRAL] 165.
[AGENT][NEUTRAL] And if you could verify your full name and date of birth.
[CUSTOMER][NEUTRAL] Yes, my date of birth is [PII].
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] What else did you ask? Oh, it's [PII].
[AGENT][NEUTRAL] OK. Thank you so much for verifying your account. And you did say this was a uh urgent care um visit. Was this, when was this visit done?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so it was um
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. I do not show we've received the claim.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm. No, this is the first time that I'm calling. I received the pay the bill yesterday. So, I didn't do any claim, so I just, I wanna know what is the procedure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You want to send the claim in?
[CUSTOMER][NEUTRAL] Yes, um, how do I do that?
[AGENT][NEUTRAL] Oh, OK. Uh, you would want to, and this is, OK, did you say that you had a gap insurance policy with us?
[CUSTOMER][NEUTRAL] I do. Yes, we do, uh-huh.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] I do not show a recent gap insurance. Uh, your gap insurance looks like um the policy you did have with us canceled back in [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Right now I show you have a um.
[AGENT][NEUTRAL] Limited medical benefit plan with us.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] That is the last time you had gap insurance with us.
[AGENT][NEUTRAL] The policy that is effective, uh, since [PII] is a medical uh benefit, a limited medical plan. It's not a gap insurance.
[CUSTOMER][NEUTRAL] Hey you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which
[CUSTOMER][NEUTRAL] So we pass on this the what you purchase.
[CUSTOMER][NEUTRAL] OK, so what I'm paying for, so they, they, the, the job told me there's a gap insurance.
[AGENT][NEUTRAL] No, is this through, I show through United Community Options of South Florida. Uh, OK, you have a limited medical plan, not a gap insurance plan.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] That's weird. OK. So what that means, limited?
[AGENT][NEUTRAL] Uh, yes, you do have limited benefits, um.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me look and see what you have here.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Hm, let me see. It looks like the policy would not cover.
[AGENT][NEUTRAL] Um, urgent care. It looks like, uh, you have a benefit for hospital confinement.
[AGENT][NEUTRAL] Uh, so you have, uh, in, um, if you're admitted into the hospital and then you have a benefit for emergency room, but, um, I don't show you have any benefits for urgent care or doctor's visits. Uh, like I said, this is a limited medical plan.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, OK. So, in case of an emergency care, uh,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because I remember I used the gas, like a long time ago when I had a surgery, so.
[CUSTOMER][NEUTRAL] Um, and I used it, you know, I never used this cups, um.
[CUSTOMER][NEUTRAL] But in case of, but I, they told me that I have to stay overnight, at least one day for the gap to cover, you know, um.
[AGENT][NEUTRAL] OK, but this is not gap. So for the benefit plan that you have, um, if there was an emergency room visit, it shows the policy pays up to $300 a year. Please be advised verifying benefits does not guarantee payment. Um, and then, and like I said, and then if you are admitted into the hospital, it looks like you have a benefit.
[CUSTOMER][NEUTRAL] The, the insurance.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That will pay up to $5000 for the first occurrence and then $50 a day towards your in-hospital stay.
[CUSTOMER][NEUTRAL] Mm yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. OK. Got you, got you, got you. OK. OK. So I think they have a wrong name for the insurance that they offer us. It's a, how do you call it? It's a
[AGENT][NEUTRAL] It's a limited, it's a limited medical uh plan.
[CUSTOMER][NEUTRAL] Restricted medical? No. Limited sir.
[CUSTOMER][POSITIVE] Perfect. OK. OK, so,
[CUSTOMER][NEUTRAL] I have a request.
[CUSTOMER][NEUTRAL] Um, I don't know.
[CUSTOMER][NEUTRAL] I thought they renew the, the information every year.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] And I also thought that you were going to send, you know, my card every year, but they told me no, it is the same card, you know, it's the same policy, it's the same. And I threw it away just like recently.
[AGENT][POSITIVE] You're right.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So can I order?
[AGENT][NEUTRAL] You threw your card away?
[CUSTOMER][NEUTRAL] [PII]an I order another car?
[AGENT][NEUTRAL] Uh, yes, I can send you a copy of your card. Uh, can you verify your, uh, mailing, I'm sorry, your email address? I can email you over a copy of your card.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, so,
[CUSTOMER][NEUTRAL] Uh, my, my [PII], I'm not using my [PII] anymore because it's full and whatever. So I wanna use my [PII] or I wanna use my um my job um email, you know, I don't know yet.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, just whatever you want I can update it.
[CUSTOMER][NEUTRAL] OK, so do you have the [PII], uh, as a
[AGENT][NEUTRAL] I do have the [PII].
[CUSTOMER][NEUTRAL] OK, so it's the same, yeah, OK, so it's [PII].
[AGENT][NEUTRAL] But I can update it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Let me pull your ID card.
[CUSTOMER][NEUTRAL] And also,
[CUSTOMER][NEUTRAL] Yes, I, I do have like the, the first document that you sent. Oh no, forget about it. I do have, I do have my card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You sent, you sent 2 in the first, you know, the first document that you sent us, that you sent me, um, but the, the address is wrong. It says [PII] and I moved.
[AGENT][NEUTRAL] OK, I can go ahead and put in a request to get your address updated. What is the new mail mailing address?
[CUSTOMER][NEUTRAL] It's OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Could you spell that please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I have [PII].
[CUSTOMER][POSITIVE] Yes, [PII] my yeah, perfect. OK. Oh, look at that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, OK. I will go ahead and get that updated. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yes, so, um, my, my insurance, my, you know, my policy that I have with you is current, right?
[AGENT][NEUTRAL] Yes, your policy is current.
[CUSTOMER][POSITIVE] Perfect. That's what I, I wanna know. Perfect. Yeah, no, thank you. Um, oh yeah, another thing, um.
[CUSTOMER][NEUTRAL] OK, so you updated that. I was trying to get into your website.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, but I think with these changes, maybe I will be able to get in because they were asking for, you know, it was from my
[CUSTOMER][NEUTRAL] My zip code, my everything was wrong, so, OK. OK.
[AGENT][NEUTRAL] Right. So, uh, if you allow 24 hours for the mailing address to be updated, you should have no problem getting into the, uh, account. Now, you may have to
[CUSTOMER][NEUTRAL] 24 hours.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So the account is what you have already registered would be the old email address. So now that I have updated the email address, um, you may have to re-register. I'm not sure how that works, but uh you'll probably have to sign.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, I never raised her in the first place. Um, no, yes, I will be.
[AGENT][NEUTRAL] OK. So when you register, just make sure you use the Hotmail.
[AGENT][NEUTRAL] That is what we have in your, in the system right now for you. OK.
[CUSTOMER][POSITIVE] Yes, yes, exactly.
[CUSTOMER][POSITIVE] Exactly, perfect. Thank you so much. OK. OK, so.
[AGENT][POSITIVE] OK. You're welcome. You have a wonderful day.
[CUSTOMER][POSITIVE] You too. Thank you so much. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.