AccountId: 011433970860
ContactId: 1ecb9002-572d-4518-b2cc-d09c7783ba0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229199 ms
Total Talk Time (AGENT): 107403 ms
Total Talk Time (CUSTOMER): 74020 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/1ecb9002-572d-4518-b2cc-d09c7783ba0f_20250206T20:37_UTC.wav
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[AGENT][NEUTRAL] Calling APL. my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I am a carrier of your APL insurance as an extra thing to my United Healthcare Insurance as well. I got policy numbers, group numbers, any information like that. Do you want to look any of that up?
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] I'm sorry. Can I have the policy number?
[CUSTOMER][NEUTRAL] Policy number is 019078887.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And Mr. [PII], you can verify your date of birth and email address.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] Email address is a whole [PII] of letters [PII].
[AGENT][POSITIVE] All right, thank you for that information.
[AGENT][NEUTRAL] And how can I assist today?
[CUSTOMER][NEUTRAL] I have a bill from Barnes Jewish Healthcare here and uh I was told I can submit these things to you guys and sometimes you cover it or pay portions of it. It's like a secondary insurance to my original.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is that a hospital?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, please be advised the verification of coverage is not a guarantee of payment.
[AGENT][NEUTRAL] Um, now I do, so, um, and this is outpatient, correct? You weren't inpatient.
[CUSTOMER][NEUTRAL] Uh, yes, this has already been done.
[CUSTOMER][NEUTRAL] It's outpatient.
[AGENT][NEUTRAL] OK. So that will be covered under your outpatient benefit. Um, it looks like the outpatient benefit has a $1000 deductible. After that, um, you have a per day maximum of $6800.
[AGENT][NEUTRAL] Um, so if you want to submit that, um, are you registered with our online service center?
[CUSTOMER][NEUTRAL] I think so, but I usually have trouble logging in.
[AGENT][NEUTRAL] OK, is it due to the password or the username?
[CUSTOMER][NEUTRAL] I think I put the information in and then usually at least the last time I tried this is a year or two ago it would uh take my information I'd hit enter and it would just take me right back to it and not say anything was wrong uh just wouldn't let me proceed any further.
[AGENT][NEUTRAL] Oh, I do know that um actually I believe the system is down right now. um.
[AGENT][NEUTRAL] Mm, uh, let me see.
[AGENT][NEUTRAL] OK, so I'm showing that your username is lowercase [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I'm not sure you would have to, if you don't know the password, it'll, um, you'll have to just do forgot password, but that is your username. um, so the online service center is one way that you can um send in the file the claim or you can mail or fax it in, um, just make sure that we have the explanation of benefits from your primary insurance along with any um diagnosis information for that data service.
[CUSTOMER][NEUTRAL] Got you. OK, so, uh, was there like a.m. public or something like that?
[AGENT][NEUTRAL] Oh, I'm sorry, yeah, it's secured. [PII] or you can go to [PII] and hit sign in.
[CUSTOMER][NEUTRAL] OK, I will give that a shot and see what happens.
[AGENT][NEUTRAL] OK. Make sure, just make sure we have the EOB and the diagnosis code.
[CUSTOMER][NEUTRAL] EOB and diagnosis code. I'll see what I can find out.
[AGENT][NEUTRAL] All right. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] No, that should be it.
[AGENT][POSITIVE] Well thank you for calling ATL. You have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Mhm bye bye.