AccountId: 011433970860
ContactId: 36f609cb-588f-4f66-99ef-a687fbc8fb7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166139 ms
Total Talk Time (AGENT): 90775 ms
Total Talk Time (CUSTOMER): 63654 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/36f609cb-588f-4f66-99ef-a687fbc8fb7f_20250320T17:43_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling to verify um my if my benefits are active still.
[AGENT][NEUTRAL] Yes, I can certainly look up your uh your policy. What is that policy number, please?
[CUSTOMER][NEUTRAL] Um, the group number or the payer ID?
[AGENT][NEUTRAL] Well, it might be under a member um.
[AGENT][NEUTRAL] Uh, your member number if, uh, if it's uh maybe uh beginning with a 01 or 02, um.
[CUSTOMER][NEUTRAL] OK, so I have 2 different numbers that I got the in hospital benefit certification number.
[AGENT][POSITIVE] Oh, either one of those at work or outpatient, yeah, inpatient or outpatient, they're both good.
[CUSTOMER][NEUTRAL] With that
[CUSTOMER][NEUTRAL] OK, so 0253.
[CUSTOMER][NEUTRAL] 756
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 7.
[AGENT][NEUTRAL] Thank you. If I could verify your name, a date of birth, and a phone number, please.
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII].
[CUSTOMER][NEUTRAL] The date of birth is [PII]. My phone number [PII].
[AGENT][NEUTRAL] I appreciate that, [PII]. Your policy went into effect on [PII]. It's still active. Um, this is your secondary or gap insurance, uh, that's, uh, to accompany your, your major medical.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything I can tell you about your policy or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, how does it work? Do I just, um, like if I go to the emergency room I just provide them this card along with my, um, medical card, or?
[AGENT][NEUTRAL] Yes, that's exactly what you do. So, um, if you uh go to the, if you do have any sort of outpatient hospital or inpatient services, what you would do is you would uh provide them both cards, your major medical card and your um uh.
[AGENT][NEUTRAL] Your APL card and what will happen is that they will um they will uh file with your insurance first and then they file with us and we pick up the deductible, co-payment or co-insurance.
[AGENT][NEUTRAL] Uh, from, um, you know, from your major medical.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So yes, I, I would always give them both cards.
[CUSTOMER][NEUTRAL] OK, and just
[CUSTOMER][NEUTRAL] OK, so does this um just cover like with the hospital stays or hospital visits, inpatient, outpatient? Does it cover for um your regular medical, like your primary doctor as well or no?
[AGENT][NEUTRAL] No, this is, this is just for hospital. So you would um like the urgent care, ER, um, outpatient surgery, that sort of thing, or inpatient, obviously.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, fantastic. Thank you so much.
[AGENT][POSITIVE] OK, if there's anything I can help with, thanks for contacting AP have a good.