AccountId: 011433970860
ContactId: 3ca7adde-954b-4fb3-9e34-7a0b661288b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322179 ms
Total Talk Time (AGENT): 170374 ms
Total Talk Time (CUSTOMER): 105499 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/3ca7adde-954b-4fb3-9e34-7a0b661288b3_20250521T18:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, would you be able to confirm um if I have dental insurance through you guys if I give you the policy number?
[AGENT][POSITIVE] Yes, I can
[AGENT][NEUTRAL] Yes, I can check to see if you have dental benefits with us. Can I get your name and your callback number please just in case the call is disconnected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and it's [PII].
[AGENT][NEUTRAL] OK, Miss [PII], what is your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 02581607
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, and [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII], but it's my husband's the policyholder.
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] OK. And then what is the address, phone number, and email address that we have on the policy, please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And I'm not sure if it would be his email um.
[CUSTOMER][NEUTRAL] His work email like [PII] I don't know what it is [PII].
[AGENT][NEUTRAL] Yes, that's it.
[CUSTOMER][NEUTRAL] Something like that. OK.
[AGENT][POSITIVE] Yes, ma'am. Thank you very much.
[AGENT][NEUTRAL] All right, so.
[AGENT][NEUTRAL] I'm looking now at the policy.
[AGENT][NEUTRAL] The one that you gave me is your Medlink policy, which is your supplemental insurance that is billed after your primary major medical insurance, but I'm not showing any dental policies with our company.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh, OK, what, so it's supplemental insurance like with medical?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, um, hmm.
[CUSTOMER][NEUTRAL] I didn't, I've never heard of that. OK.
[AGENT][NEUTRAL] Well, and I can um briefly tell you what it is, uh, and this is just to verify your benefits. It's not a guarantee of payment. It's a secondary insurance. So when you go to the doctor, you give them your primary major medical insurance and this card too.
[CUSTOMER][NEUTRAL] And then, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So this card helps, this insurance helps with deductible, co-pay, and co-insurance only.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So you have, if you have to go in.
[CUSTOMER][NEUTRAL] Oh, OK, I've just been paying it, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, you've had the policy since [PII].
[AGENT][NEUTRAL] So anything we don't have a timely filing limit so anything that you've had to pay since [PII], you should be able to file a claim on if you've had to go into the inpatient for 18 hours and more into the hospital, it pays $2500 per calendar year.
[AGENT][NEUTRAL] And then if you've had to have uh outpatient.
[AGENT][NEUTRAL] Uh, benefits that needed to be used.
[AGENT][POSITIVE] It um pays. I'm looking at it real quick. I'm gonna find your outpatient um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The only thing I most like the only thing I mostly have done is pay the copay at doctor's visits and then like.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And for urgent care, I had, you know, stuff like that.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] OK. Let me look and see if you have, you have um benefits for a physician's office. You have benefits for urgent care also.
[AGENT][NEUTRAL] So for outpatient calendar year, um, I'm sorry, outpatient.
[AGENT][NEUTRAL] Um, per calendar day.
[AGENT][NEUTRAL] You have benefits of $250.
[CUSTOMER][NEUTRAL] OK, so, um.
[AGENT][NEUTRAL] To
[CUSTOMER][NEUTRAL] What's the best thing to do, like,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Maybe I just call that urgent care office and.
[CUSTOMER][NEUTRAL] Add this insurance so before they bill me.
[AGENT][NEUTRAL] Uh yes ma'am, they, they should be able to help you file the claim. Yes, if you give them your card and tell them that you didn't realize you had this insurance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They should be able to help you file the claim, yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. I'll do that. Um, all right, thanks so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All righty.
[AGENT][POSITIVE] Well, you're very welcome, Ms. [PII]. Anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] All right bye.
[CUSTOMER][POSITIVE] No, I'm all set thanks.
[CUSTOMER][NEUTRAL] Like.
[AGENT][NEUTRAL] All right.