AccountId: 011433970860
ContactId: 34eff774-5b67-4f81-a120-f5679e71fa96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175520 ms
Total Talk Time (AGENT): 104682 ms
Total Talk Time (CUSTOMER): 52291 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/34eff774-5b67-4f81-a120-f5679e71fa96_20250225T23:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I just have a quick question for you. Can I give you our, my policy or group number and I just need to know. It looks like I'm gonna have an overnight stay at the hospital next week and I'm not even sure how to handle this. I've never worked with you guys before.
[AGENT][NEUTRAL] OK, yeah, let's look. What's your policy number?
[CUSTOMER][NEUTRAL] Um, it is 02580146.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and then if I could just verify please your first last name and date of birth.
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII] and then if you could just verify also your physical address and email address on file.
[CUSTOMER][NEUTRAL] Uh, [PII] is the [PII] emails probably in [PII] possibly.
[AGENT][NEUTRAL] Yep, it looks like that's the one we have on here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, OK, so ideally the best way to for it to work, honestly, [PII] is if whoever you're going to see the facility or provider, um, just letting them know that you have this as a secondary, um, providers can go ahead and bill your primary insurance and then bill a second since we're the secondary.
[AGENT][NEUTRAL] Um, if, if that doesn't happen, um, claims can be filed with us, of course, um, you can do that online, uh, they can also be submitted in the mail or fax. Most people do it online.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, so just go on your website then and I didn't know for sure. I've never had a secondary insurance before, so I didn't know for sure how to handle it.
[AGENT][NEUTRAL] Yeah, no, no worries, and if you've never logged in before, if you want, what I can do is if that email address is still good for you, [PII], I can just send you um an email kind of with the guide to set up the online service center if you wanna do that to manage it.
[CUSTOMER][POSITIVE] Oh, perfect. Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that would be great.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Yeah, so the only thing you just wanna make sure is when you sign up online and create an account just make sure you're using that um same email address because all the information just has to match so.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] All right. Did you have any other questions or concerns?
[CUSTOMER][NEUTRAL] No, that should do it. I'll just see how it all plays out next week.
[AGENT][NEUTRAL] All right, [PII]. Well, if you have any other concerns, feel free to give us a call, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds great thank you I appreciate it.
[AGENT][POSITIVE] You're welcome. Take care. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.