AccountId: 011433970860
ContactId: 24c73da3-f647-4454-b94d-30ce6a8d888a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 356549 ms
Total Talk Time (AGENT): 147056 ms
Total Talk Time (CUSTOMER): 102360 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/24c73da3-f647-4454-b94d-30ce6a8d888a_20250528T18:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm filling out a claim right now and for section A where it says about the insured, would that be, um, like whoever's insurance it is cause I'm a dependent.
[AGENT][NEUTRAL] Uh, you are, OK, let's, let's look at the policy real quick. Can you give me your name and your callback number first just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, um my name is [PII].
[AGENT][NEUTRAL] OK, and then
[CUSTOMER][NEUTRAL] And my callback number would be.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the policy number, [PII]?
[CUSTOMER][NEUTRAL] It would be 026.
[CUSTOMER][NEUTRAL] 11457
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then can you give me the address, phone number and email address that is on the policy?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] The address, phone number, and email.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, that would be
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK. The phone number I think would probably be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes ma'am, that's correct, and then if you could just give me the physical address.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me just give me one second. I don't know if it's the same as.
[CUSTOMER][NEGATIVE] My address because I don't live with him anymore.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oh, OK. Uh, it would be the, uh, it would be the policy holder's address.
[CUSTOMER][NEUTRAL] Yeah, OK, um, he's texting me right now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] OK, so when you're filling out the information.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] I think, uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] When you're filling out the information.
[CUSTOMER][NEUTRAL] Um, is it [PII]?
[AGENT][NEUTRAL] Yeah, go ahead.
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] Yes, that's correct, thank you very much Ms. [PII]. OK, so when, when you go in and you fill out the information on the claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The insured is going to be yourself.
[AGENT][NEUTRAL] You are insured on this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm the insured.
[CUSTOMER][NEUTRAL] The beneficiary and the patient.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so the insured, OK, I see what you're saying. The insured is gonna be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You're gonna be the patient if the claim was for you for going to the doctor and there is no beneficiary on this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so he would have to sign the claim, not me.
[AGENT][NEUTRAL] No, you're gonna sign the claim on your own behalf because you are covered under the policy.
[CUSTOMER][NEUTRAL] OK, because here it says that I need the signature of the insured or the beneficiary.
[CUSTOMER][NEUTRAL] But he would be the insured.
[AGENT][NEUTRAL] Yes, uh, yes ma'am, let me look at the claim form so I can see exactly what you're looking at.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] That, that would be helpful.
[CUSTOMER][NEUTRAL] It's the Medin one.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes, because you're still a dependent of his.
[AGENT][NEUTRAL] He would have to sign it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you see the top part where it says to send the explanation of benefits along with the itemized statement with diagnosis and procedure codes?
[CUSTOMER][NEUTRAL] Yes, um, where do I find the explanation of benefits?
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] That would come from the primary insurance.
[AGENT][NEUTRAL] Your major medical insurance, you can get that from them.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. I think that's it. Thank you.
[AGENT][POSITIVE] You're so welcome. Is there um any other questions you might have about like the itemized statement comes from the facility, the doctor that you went to?
[CUSTOMER][NEUTRAL] No, I have those.
[AGENT][POSITIVE] OK, good deal. Alright, just wanted to make sure you had everything because a lot of people don't send it in and then it gets rejected and I didn't want you to get rejected.
[CUSTOMER][POSITIVE] No, I appreciate it.
[AGENT][POSITIVE] OK. You're very welcome.
[CUSTOMER][POSITIVE] All right. Thank you, thank you.
[AGENT][POSITIVE] You're welcome. You have a good day and thank you for calling APL.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.