AccountId: 011433970860
ContactId: 1e5802af-0480-484b-b7f9-5efcaa410ae7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270600 ms
Total Talk Time (AGENT): 139577 ms
Total Talk Time (CUSTOMER): 106606 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/1e5802af-0480-484b-b7f9-5efcaa410ae7_20250509T18:52_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I can't hear you well, ma'am.
[AGENT][NEUTRAL] OK. Can you hear me now?
[CUSTOMER][NEUTRAL] Somewhat. My name is [PII]. I work for Camilla's Health Concern number. My group number is 17544.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, [PII], can I help you with the policy or?
[CUSTOMER][NEGATIVE] Um, I need the the member ID number, and also they sent me a bill and I didn't get the bill. I was recently seen in the hospital like 2 or 3 months ago, and they sent the bill to the uh um to me and I never received it. And they sent me into collections, and I'm like, I have a gap insurance.
[AGENT][NEUTRAL] OK, yes. And so, um, do you have your policy number there with you or do we just have the, the, uh,
[CUSTOMER][NEUTRAL] No, I don't have the policy or the member number.
[AGENT][NEUTRAL] OK, no, that's fine. OK.
[AGENT][NEUTRAL] OK. Well, I can certainly look up your policy and uh I'm sorry, while I'm looking that up, if I could just have a, a verification of your last name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you very much and I just need a uh callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, well, thank you very much. I can certainly help uh with looking at your policy. So it looks like um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] It looks like you've had a policy with us since [PII]. Would you like your policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] It's 02.
[AGENT][NEUTRAL] 20
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 6121 and that went into effect.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 6 as in 6, hold on, 02.
[AGENT][NEUTRAL] Uh, yes, 6, 6121.
[CUSTOMER][NEUTRAL] 6121 and then the member ID number?
[AGENT][NEUTRAL] Uh, that is, that's it. That's what we would be looking for. Now you said that you had been in the hospital at some point and
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEGATIVE] And uh they had to turn it. It doesn't look like anybody.
[CUSTOMER][NEUTRAL] Yeah, cause I met, I have a.
[CUSTOMER][NEUTRAL] Huh? I'm sorry.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh, I was gonna say it doesn't look like the claim has been turned in, uh, [PII], it doesn't look like we've received any claims.
[CUSTOMER][NEUTRAL] No, no claim. I didn't res, yeah, I didn't receive the bill. So when I do have the claim, where can I send, when I get the bill, where do I send the claim?
[AGENT][NEUTRAL] Yes, you can send it to uh our online service center if you want to send it online or you can mail it to us, our mailing address.
[CUSTOMER][NEUTRAL] What's the online?
[AGENT][NEUTRAL] Uh, yes, our main, our online service center is [PII]. So that's [PII].
[CUSTOMER][NEUTRAL] [PII] mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So it's [PII]. What's the next letter?
[AGENT][NEUTRAL] [PII],
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then the word [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] And you would send it, uh, we have.
[CUSTOMER][NEUTRAL] OK, and then the billing address?
[AGENT][NEUTRAL] The mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII], [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] And then what's the zip code?
[AGENT][NEUTRAL] And our, our zip code is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Now, is there anything else?
[CUSTOMER][NEUTRAL] And when I do it online it's a sorry when I do send it online it's a [PII]. Any other thing that I have to send it to?
[AGENT][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] We would need a copy of your um major medical EOB showing what the deductible, co-payment or co-insurance is.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And when you, when you send in the uh the bill um.
[CUSTOMER][NEUTRAL] Uh-huh, mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] If it's for the hospital or if it's for your doctor's office, we need to know what the diagnosis was, basically why you went to the hospital, and that's usually in the hospital notes or the uh or the itemized hospital notes, and they should give that to you.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] When you're discharged.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] That was it. Thank you so much.
[AGENT][POSITIVE] OK, thank you for contacting ATL.