AccountId: 011433970860
ContactId: efb012c1-b98f-408e-95fa-33c6fa643c08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 516859 ms
Total Talk Time (AGENT): 212757 ms
Total Talk Time (CUSTOMER): 281361 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/efb012c1-b98f-408e-95fa-33c6fa643c08_20250306T22:30_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII], and I, I have the APL. Um, I tried to log in I or I tried to get new registered as a new person on there, although I've had APL for a while, um, and I was not able to do so, but.
[CUSTOMER][NEUTRAL] I'm trying to understand more about the APL, um, I, you know, I have some hospital bills and I'm just trying to figure out if I could get help with some of those bills.
[AGENT][NEUTRAL] OK, uh, Ms. [PII], I can verify your benefits for you. Uh, do you happen to have the policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I do, I have everything right here. So, um, just be be patient with me. I had an actual card, but now I have the paper, so.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, no, take your time.
[CUSTOMER][NEUTRAL] Do you want the group number?
[AGENT][NEUTRAL] No, ma'am, do you see a policy certificate number and may start as 01 or 02?
[CUSTOMER][NEUTRAL] So let's see, would that be the, oh, OK, yes, so I have the hospital and I have an outpatient number, so I have a 2.
[AGENT][NEUTRAL] Uh, either one.
[CUSTOMER][NEUTRAL] OK, 02304.
[CUSTOMER][NEUTRAL] 274.
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][POSITIVE] OK, thank you so much. And give me one moment. and Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure, it's uh [PII].
[AGENT][NEUTRAL] OK, thank you. And verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] Sure, it's um my um date of birth is [PII], and my um address is [PII]. I just moved there and I did tell them at Human Resources, so I don't know if I have to change it with you people or not.
[AGENT][NEUTRAL] Uh, you can, because I show a different address in the system, um.
[CUSTOMER][NEUTRAL] Do you want me to tell you what I, where I just moved from?
[AGENT][NEUTRAL] Yes, ma'am, just to make sure. Yes, ma'am.
[CUSTOMER][NEUTRAL] Does that help?
[CUSTOMER][NEUTRAL] Sure. It's uh [PII]. That's in [PII].
[AGENT][NEUTRAL] OK, was that the information you entered when you try to set up?
[CUSTOMER][NEUTRAL] No, I think.
[AGENT][NEUTRAL] Or was it the new address?
[CUSTOMER][NEUTRAL] Probably with the new address because I just just once I changed it with the human resource people at my work that everything else would change but apparently not so.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] No, ma'am. Usually, uh, they can sometimes or send us an email saying can you change this in your address, but it's at the discretion of the group admin, but uh what is your uh mailing address? I can change it in the system.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, you ready?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, [PII] OK. [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][POSITIVE] And I'm so sorry, spell that city for me.
[CUSTOMER][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, [PII]. OK, and I can change it in the system. And what is your email address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][NEUTRAL] OK, I'm thinking it's because we have the old address. Give me one quick moment if you don't mind and I'll correct it in the system.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I've never used APL and so I don't know what it covers either. I don't, uh, I don't quite understand it all.
[AGENT][NEUTRAL] OK, well, yes, ma'am. I'll verify your benefits. Give me one quick moment, please.
[CUSTOMER][NEUTRAL] Sure. Sure.
[AGENT][NEUTRAL] 32137.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I have changed your address. And the type of policy you have with us is a secondary supplemental plan. What it does, it helps with your primary insurance, deductible, co-pay or co-insurance for services inpatient or if you're confined or I'm sorry, outpatient or if you're confined as inpatient in the hospital.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, outpatient is like ER, urgent care, ambulatory surgery center, MRI or imaging center, and inpatient is if you were confined in the hospital for 18 hours or more. Um.
[CUSTOMER][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The policy does not cover office visits, nor procedures in office, just outpatient or in hospital. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I was in the hospital in January for 4 days.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have to have some outpatient.
[CUSTOMER][NEUTRAL] Um, procedures done.
[CUSTOMER][NEUTRAL] Do you help with any of that?
[AGENT][NEUTRAL] Uh, yes, ma'am. For your confinement and if the procedures were in an outpatient facility, then it could be covered under the policy as outpatient. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and how do I, how do I get that? Do I, because I never used this and I didn't realize that I had it, I guess I didn't understand it, I guess. So can I be in touch with the hospital and give them that information and.
[CUSTOMER][NEUTRAL] Is that how that works or?
[AGENT][NEUTRAL] Uh, you can, yes, ma'am. When, uh, you give them your primary insurance information, just give them our information as secondary.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, got it, got it. OK.
[AGENT][NEUTRAL] And, and definitely let them know it's secondary, not a gap plan.
[CUSTOMER][NEUTRAL] OK, that's what I, cause it, it says gap, but it's secondary. See, under.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, so I tell him it's secondary. OK. All right, thank you so much.
[AGENT][NEUTRAL] Yes, ma'am, because some, um, cause sometimes with gap plans, um, they don't pay the provider, so most providers are hesitant of taking uh any insurance they perceive as gap, so it's best to always tell them it's secondary.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Secondary, thank you so much. Now, now that I know a little bit more about this, I can register like sign on so I can sign on now that you probably got my address straight, correct?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, ma'am. So, um, yeah, just use your name, your date uh date of birth, social, zip code, and your uh email address and you should be able to log on. I'm thinking it's because we had a different address in the system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, probably. OK. Thank you so much. So I'm gonna give the hospital this information and maybe that will help a little bit.
[AGENT][NEUTRAL] Yes, ma'am. And once you set up on the online, you should be able to view your policy and give it more detail about how um benefits are payable and if you have any questions, just give us a call back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much for all your help. I appreciate it.
[AGENT][POSITIVE] You are welcome, Ms. [PII], and is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] No, I don't think so. I think you need to go home now for the day.
[AGENT][NEUTRAL] I'm, I work from home, so.
[CUSTOMER][NEUTRAL] How do you do? OK, sweet. All right, well, was this? Go and have dinner. How's that? OK.
[AGENT][POSITIVE] That sounds good. That sounds great. Yes, ma'am.
[CUSTOMER][POSITIVE] OK. Thank you, thank you again for all your help. You're, you're awesome. Thank you.
[AGENT][POSITIVE] Oh, you're welcome, Ms. [PII]. You have a great day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Mm bye.