AccountId: 011433970860
ContactId: 0e574316-316e-471c-b6a2-427bb6bb18a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214940 ms
Total Talk Time (AGENT): 68323 ms
Total Talk Time (CUSTOMER): 131543 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/0e574316-316e-471c-b6a2-427bb6bb18a0_20250203T23:04_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] and customer service. How are you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I am good. I have an insured on the line. Um, she has some questions uh about her benefits. Um, her policy number is 179.
[CUSTOMER][NEUTRAL] 793 5.
[CUSTOMER][NEUTRAL] I have verified all of her information and updated her email address and phone number. Uh, she also needed help uh resetting her password in the OSC. I gave her her username and she was able to reset her password. So now she has questions about what this insurance covers, so I told her I would get her on the line with somebody who can speak with her about her benefits today.
[AGENT][POSITIVE] OK. Well, I'd be happy to assist.
[CUSTOMER][NEUTRAL] Alright [PII], are you ready to take her?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right, here she comes. Thank you very much have a great day.
[AGENT][POSITIVE] You too. Thank you.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Hi, this is [PII] with APL claims department. How are you?
[CUSTOMER][POSITIVE] Hi, I'm good, and you, thank you for asking.
[AGENT][NEUTRAL] OK, I understand that you were calling for information in regards to your benefits.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, please be advised the verification of coverage is not a guarantee of payment. Now were you calling in regards to the inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, and where will treatment take place?
[CUSTOMER][NEGATIVE] I'm sorry, I, you're cutting off.
[AGENT][NEUTRAL] I apologize. Where will treatment take place?
[CUSTOMER][NEUTRAL] It will be at um
[CUSTOMER][NEUTRAL] Do I, do I have to tell you the name exactly, or?
[AGENT][NEUTRAL] a doctor's office, a ER or urgent care, an outpatient facility?
[CUSTOMER][NEUTRAL] It's out in a patient facility. It's um diagnostic imaging center.
[AGENT][NEUTRAL] OK, so that would be uh your under your outpatient benefit which has a calendar year maximum of $750.
[CUSTOMER][NEUTRAL] OK, cause they're asking me for like a co-pay for $100 so they can get.
[CUSTOMER][NEUTRAL] You guys can cover that.
[AGENT][NEUTRAL] Correct. So you would um present them with your gap card along with your major medical card, let them know you have gap insurance and that they're to bill us after they bill your primary insurance.
[CUSTOMER][NEUTRAL] Insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. OK, I wasn't, I was making sure because like I thought I did this like 2 years ago I wasn't sure, um, having used to you guys for a little bit, so having need to, but, you know, it was good to have. Um, yes, I do wonder, um, for, for gap.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Well, that's good.
[CUSTOMER][NEUTRAL] You know what, no, I don't because my husband has a cat.
[CUSTOMER][NEUTRAL] What I have to, this is like a separate thing, right? You have to have medical insurance in order to have somebody put on there as a dependent.
[CUSTOMER][NEUTRAL] Or you don't know.
[AGENT][NEUTRAL] Yes, if they're covered on your, are they covered on your primary insurance? Cause we work in conjunction with your major medical.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh, OK, so they have to be on there, OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Yeah, that's what I thought. OK, OK, no, no, that's fine. Um, I just wondered because my husband does have insurance, but he does have APL as well. I was like, oh my [PII], that's the best thing you've ever had. So I was like, yeah, that's good. OK, OK. Alright, well, thank you, that's all, that's all I need. I appreciate it.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK. Well, thank you for calling ATL. You have a good day.
[CUSTOMER][POSITIVE] Likewise, thank you. Take care. Mm bye.
[AGENT][NEUTRAL] Mhm. Bye bye.