AccountId: 011433970860
ContactId: 0dfdf7c1-fcd4-42e1-b4db-f676c5389524
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 805669 ms
Total Talk Time (AGENT): 252966 ms
Total Talk Time (CUSTOMER): 302188 ms
Interruptions: 19
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/0dfdf7c1-fcd4-42e1-b4db-f676c5389524_20250407T13:23_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling cause I, um, I, I have a plan with you guys through my husband's insurance, but they haven't sent us the, the information or a card. So I just wanted to check in and see if um maybe someone can help me with that.
[AGENT][NEUTRAL] OK, so you don't have any information, so you don't have the policy number or the group number or anything like that?
[CUSTOMER][NEGATIVE] No, they just told us it was HBO, um, but I haven't received the card and then my husband, um, reached out to his HR and they, they haven't responded and, um, and I, I, I just saw a doctor for my son and I was hoping to get the, the coverage that you guys offered for him.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me see if I can find them, OK? Um, may I, you're welcome. May I have your name for my location?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. May I have a callback number just in case we get disconnected, Missus?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, and may I have uh the main folder's name?
[CUSTOMER][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] How do you spell the first name?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] No they haven't me.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Why?
[CUSTOMER][NEUTRAL] That's a standing thing.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] May I have the address, mailing address?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] And there's no apartment number or anything like that?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, can you repeat the first part of the address one more time?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] need.
[CUSTOMER][NEUTRAL] for
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have your date of birth for security?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Is Mr. [PII] available?
[CUSTOMER][NEUTRAL] Um, no, I'm, I'm not.
[AGENT][NEUTRAL] Mhm. We're gonna need him to call us to authorize you to get information and uh to make any changes to the policy.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah. If you don't.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. If you don't mind, just give me a second, I'm, I'm gonna try putting him into the call. Just one second.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello. Good morning. Good morning. Is this Mr. [PII]?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yes this is him speaking.
[AGENT][NEUTRAL] OK, I need to verify your date of birth for security.
[CUSTOMER][NEUTRAL] What.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, I also need to verify the mailing address and email address on file.
[CUSTOMER][NEGATIVE] Hey, I'm not thank you.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] And what was the second question you said? I'm sorry?
[AGENT][NEUTRAL] The email address on file.
[CUSTOMER][NEUTRAL] Email should be [PII].
[AGENT][NEUTRAL] You're working, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. All right, and you're authorizing your wife to get information today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, she has full authorization.
[AGENT][NEUTRAL] OK, so this is gonna be only for today. Uh, for future, um there is a form that you can fill out online through our website at [PII] for future authorizations, OK?
[CUSTOMER][POSITIVE] Sounds great thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Have a great day. Bye bye.
[AGENT][POSITIVE] You too. Have a good day. Bye bye, Mr. [PII].
[AGENT][NEUTRAL] OK, Miss [PII].
[CUSTOMER][NEUTRAL] Yeah, I'm here.
[AGENT][NEUTRAL] OK. So let me go ahead and um it looks like we're missing part of that address. That's why I had to ask twice. Um, so let me go ahead and update the address so we can go ahead and get those parts out to you again. And then after that, I can go ahead and give you information about the policy. Um, do you mind holding for me while I make the changes?
[CUSTOMER][NEUTRAL] um I still thinking is that my boy.
[CUSTOMER][NEUTRAL] OK. No, no, go ahead.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] I see. Oh no.
[AGENT][NEUTRAL] Thank you for holding and being patient for Ms. [PII]. OK, I went ahead and change, um, made the update on the address and request the cards again. Um, so the cards usually take 5 to 7 business days. You're welcome to get there, um, because it goes regular mail. And let me go ahead and give you the policy number, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you said this was uh for an appointment you made on the doctor?
[CUSTOMER][NEUTRAL] Yeah, my son had a um an appointment with a behavioral therapy, um, a psychiatrist.
[CUSTOMER][NEUTRAL] No no.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, um, so let me know when you're ready and I can give you the policy number over the phone.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so the policy number is gonna be 02611494.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I'm gonna help you with today? Do you have any other questions or concerns? You're gonna receive the whole package on the mail again because, yeah, it was sent out to the incorrect address, OK?
[CUSTOMER][NEUTRAL] Well I think
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][POSITIVE] Thank you. Yeah, do you know what the, what the process is so that I can get reimbursed for the payment I already made for his visit?
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, um, we cannot guarantee any payments over the phone or we cannot guarantee that it's gonna be covered, but you can go ahead and submit claims, um.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] The way to submit a claim will be um we need 3 documents. The first one is the claim form. The claim form you can find it on our website at [PII].
[CUSTOMER][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] A.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The second document is an itemized bill with diagnosis codes and procedure codes, and that comes from the provider of service.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the third document is the explanation of benefits from the primary insurance showing the amount applied towards the deductible co-payment and co-insurance.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK awesome thank you so much.
[AGENT][NEUTRAL] You're welcome. And all that information is in the claim form. The first page will have all that information as well. And if he, he registered, Mr. [PII] register online, he can also upload the claim online if he needs to do that. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] OK. Yeah, do you guys also cover dental seizures or just medical?
[AGENT][NEUTRAL] It's gonna be just medical. We do not cover dental, pharmacy, uh, vision or hearing.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. All right, awesome. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No, thank you. Have a great day.
[AGENT][POSITIVE] You as well, Mr. [PII], and thank you for calling ATL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.
[AGENT][POSITIVE] You're welcome.