AccountId: 011433970860
ContactId: 09dd8ad6-aa0b-4635-a3e5-9819058eb6cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130279 ms
Total Talk Time (AGENT): 64337 ms
Total Talk Time (CUSTOMER): 64687 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/09dd8ad6-aa0b-4635-a3e5-9819058eb6cb_20250106T22:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. My name is [PII], and I have, my son is getting ready to have, um, his wisdom teeth pulled at the hospital here with his dentist, um, and he needs to be put under general anesthesia. So the hospital is not in my network for my main insurance, which is Cigna Open Access.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] So they said to check in with you um because they said that insurance, even though my insurance coverage is open access so we don't need to be in network to be covered, we still have a copay of like we have to meet our deductible of like $6000 or something, which is why I pay for APL. So I just wanted to make sure that once we, we're gonna need to obviously pay for this out of pocket and then I would file a claim is that.
[AGENT][NEUTRAL] Um, yeah, or you can give the actual um hospital the secondary insurance. You can say, hey, I have American Public Life, um, this is the secondary insurance. Um, they can contact us if they need to to just verify eligibility. Um, they can bill us on your behalf, um, and then the payment is sent to them. Generally, that's the easiest way, excuse me, the easiest way.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Um, if they can do that for you, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, is there a reason why we wouldn't have coverage for this?
[AGENT][NEUTRAL] Um, I mean, generally, no. I mean, most things covered in a hospital are always covered. The, you know, most of the time on the, um, secondary plans, the most common thing that I see that's not covered is like office visit fees. People think that like the fee for an office visit is covered and generally it's not.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][POSITIVE] Yeah, OK, alright, very good, thank you very much. That is my saving [PII]. I know I paid for this insurance for a reason.
[AGENT][POSITIVE] No worries. Anything else I can do for you?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.