AccountId: 011433970860
ContactId: 1aa09d3d-3620-439b-a49b-da02139ae112
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237770 ms
Total Talk Time (AGENT): 74348 ms
Total Talk Time (CUSTOMER): 89717 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/1aa09d3d-3620-439b-a49b-da02139ae112_20250522T13:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? My name is [PII].
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] Good, good.
[CUSTOMER][NEUTRAL] I'm calling because um a couple of months back, um, I had gone to the emergency room.
[CUSTOMER][NEUTRAL] And um my insurance covered like a portion of it and for some reason I give them the information of the I have gap insurance with you guys, and they, they did not cover it and then they started charging me. So I started making install install install payments with them like um like $50 monthly.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I already paid $150 and I owed $150 but I'm not supposed to pay for this, you know. They just told me that they're gonna, it was gonna hurt my credit score and stuff like that. And yeah.
[AGENT][NEUTRAL] OK, so was a claim submitted for the ER visit to us or it was never done?
[CUSTOMER][NEGATIVE] It was, um, I took the hospital and they, they never did it and then they started telling me no, it did not cover and then um like oh how could, how come my dad not cover it? And I just started paying it because, you know, I don't want them to, you know, report to collections and I uh.
[AGENT][NEUTRAL] What's your policy number? Do you have that?
[CUSTOMER][NEUTRAL] No, I don't have it, honestly.
[AGENT][NEUTRAL] OK, so I can look up your policy by your name or social, whichever you want to give me.
[CUSTOMER][NEUTRAL] Um, your social [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and then did you say [PII]?
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Let me try that and see what I can find here.
[AGENT][NEUTRAL] And then can you give me your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright thank you [PII] and then I need you to please verify the address that we should have on file.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. I mean uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Since a claim was never submitted for the actual stay, um, you can still submit a claim for that date of service. You can do it online through the online service portal. I can give you the web address or you can mail or fax the claim.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Um, another option, if you don't want to do it yourself, is you can contact the hospital themselves and let them know that you have a secondary and that they can bill us. Um, so those would kind of be your options at this point.
[CUSTOMER][NEUTRAL] The question what's gonna happen with um I already paid like half of it, like what, what's gonna happen with that?
[AGENT][NEUTRAL] With what?
[CUSTOMER][NEUTRAL] I paid half of the bill already.