AccountId: 011433970860
ContactId: 194003d4-0c1b-411a-a75a-966ac8f0adf2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274109 ms
Total Talk Time (AGENT): 114788 ms
Total Talk Time (CUSTOMER): 95120 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/194003d4-0c1b-411a-a75a-966ac8f0adf2_20250416T12:50_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] There
[CUSTOMER][NEUTRAL] Hi, good morning. Um,
[CUSTOMER][NEUTRAL] I'm actually calling because um I will be having a baby and I want to know how does the gap insurance work when it comes to being um hospitalized.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with your benefits. Um, first, could I get your name and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII], [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get your policy number, please?
[CUSTOMER][NEUTRAL] That's what I don't have. Um, can you use my social?
[AGENT][POSITIVE] Yes, ma'am. I can look you up by your social. I'm ready.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Thanks, [PII]. I found you in our system. Um, now, could you please verify your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] The address is [PII].
[AGENT][NEUTRAL] OK, and please ver well, I'm showing that you don't have an email address on file. Would you like to add one?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I guess, yeah, I had one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is my first name [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] S
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I got your email address added.
[AGENT][POSITIVE] OK, and for a gap insurance, mhm, no problem.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And let's see, this will be for inpatient the insurance claim. The charges um that goes towards the copay, the co-insurance, and the deductible. After your primary insurance processes and pays the claim, um, your gap insurance will cover up to $5000.
[CUSTOMER][NEUTRAL] OK, so once the insurance pays their portion then you guys will pay. I have to submit the bill to you guys?
[AGENT][NEUTRAL] Well, normally the provider submits the claim. What you'll do is give the um hospital your information and I can give you your policy number and you'll give them our phone number so they can call and verify your benefits. And normally, the provider would submit the claim once they receive the explanation of benefits from your primary insurance company, they'll file a claim with us and then we'll pay our portion.
[CUSTOMER][NEUTRAL] Oh, OK, um.
[CUSTOMER][POSITIVE] Yes, can I get the policy number? That'd be great.
[AGENT][NEUTRAL] Um, yes, ma'am. Mhm. Your policy number is.
[AGENT][NEUTRAL] 025.
[AGENT][NEUTRAL] 99306.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then your phone number is the one that I just called, or it's another number that you're supposed to reach out?
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Um, the same number that you just called.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK. And would you like for us to mail out an ID card?
[CUSTOMER][NEUTRAL] OK, so, um,
[CUSTOMER][POSITIVE] Yes, please, I was just about to ask for that, yes please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So this was like, um, so,
[CUSTOMER][NEUTRAL] That will be like a secondary insurance.
[AGENT][NEUTRAL] Yes, ma'am. That's what it is, secondary insurance.
[CUSTOMER][NEUTRAL] OK, so I will put because I just have Blue Cross on there now, so I would just have to update it and let them know that I have a secondary insurance.
[AGENT][NEUTRAL] Yes, ma'am. And they should file the claim um themselves but if they don't, then you can file the claim yourself, but normally the provider will file the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much you've been a big help.
[AGENT][NEUTRAL] Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] That'll be all.
[AGENT][POSITIVE] OK. Well, I thank you, [PII], for calling ATL and congratulations on the little one.
[CUSTOMER][POSITIVE] Thank you. Have a great day.
[AGENT][NEUTRAL] You do the same, bye.
[CUSTOMER][NEUTRAL] Mhm.