AccountId: 011433970860
ContactId: 47bfdbe6-1faa-4655-abc0-0bc0ec383b41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1216119 ms
Total Talk Time (AGENT): 469637 ms
Total Talk Time (CUSTOMER): 455224 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/47bfdbe6-1faa-4655-abc0-0bc0ec383b41_20250320T20:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. Hi, um, this is, uh, [PII]. Uh, we have the
[CUSTOMER][NEUTRAL] The supplemental insurance and um I've never used it. I don't know actually how or when they can use it.
[CUSTOMER][NEUTRAL] I have some bills. I have some bills here, but I don't know if I can use it for that or on lab bills actually that that lab work bill.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, [PII], I can actually help you with your benefits. Um, can you please give me your policy number?
[CUSTOMER][NEUTRAL] Uh, sure, one second, um.
[CUSTOMER][NEUTRAL] Uh, group number or no?
[AGENT][NEUTRAL] The policy number if you have it. If you don't have it, I can look it up with your social.
[CUSTOMER][NEUTRAL] Uh, and I have group number and hospital benefit certificate number and that's about.
[AGENT][POSITIVE] Yes, yes, that's a good one.
[CUSTOMER][NEUTRAL] OK. 0.
[AGENT][NEUTRAL] Hospital certificate number.
[CUSTOMER][NEUTRAL] OK. 0245.
[CUSTOMER][NEUTRAL] 451,450 M as in Mary, L as in Luca, and 7.
[AGENT][NEUTRAL] OK, let's look that up real quick.
[CUSTOMER][NEUTRAL] It's, it's my wife's work by the way, my, my wife is the actual uh.
[AGENT][NEUTRAL] OK, let's repeat this, um, policy number, this, uh, hospital number 245.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] 45,150 ML 7.
[CUSTOMER][NEUTRAL] Oh, no, no, sorry. OK. Oh.
[CUSTOMER][NEUTRAL] 245-4150 ML 7.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] It's a 0 at the beginning, right? I know that's necessary.
[AGENT][POSITIVE] OK, thank you. All right.
[AGENT][NEUTRAL] And [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so you're not actually on the policy, sir?
[CUSTOMER][NEUTRAL] Uh, OK, my son should be though. That [PII] is all.
[AGENT][NEUTRAL] Yes, I do see your son on there.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, is, um, Miss [PII] there where I can speak to her so I can talk about her policy with you?
[CUSTOMER][NEUTRAL] Uh, she is not here right now, no.
[AGENT][NEUTRAL] OK, in order for me, and as for security reasons, in order for me to discuss her policy with you without you being on it, um, I'll have to get her consent to talk about the policy with you, [PII].
[CUSTOMER][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] OK, uh, let me see if she's available though. Just let me text her second.
[AGENT][NEUTRAL] Yeah, if you can 3 way call her that would work if I can just get her verbal consent over the phone.
[CUSTOMER][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] One second.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, this is [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hi, yeah, my wife's on the line now. Hey [PII], how are you?
[AGENT][NEUTRAL] Hello, [PII].
[AGENT][POSITIVE] Hi, I'm good, Miss [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing great, thank you.
[AGENT][NEUTRAL] I need to verify your policy please with APL um, can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you ma'am and then can you also verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, and your email address and phone number please.
[CUSTOMER][NEUTRAL] Email address?
[CUSTOMER][NEUTRAL] And phone number. My phone number is [PII]. My email, I may not remember, is that, can you tell me if it's a [PII], Gmail, or [PII]?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's it's [PII].
[CUSTOMER][NEUTRAL] It's a [PII]. OK. [PII].
[AGENT][NEUTRAL] OK, thank you so much and then um I've got Mr. [PII] on the phone. Is it OK if I talk about your policy with [PII]?
[CUSTOMER][POSITIVE] Yes, yes, please.
[AGENT][POSITIVE] OK, thank you so much. I appreciate you giving me that consent.
[AGENT][NEUTRAL] Mr. [PII], you can go ahead and get back on the phone now if, if you're ready.
[CUSTOMER][POSITIVE] Perfect. Oh yeah, I'm here. OK, so she can just hang up, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yes, if she'd like to hang up that's fine or she could stay on either way.
[CUSTOMER][NEGATIVE] Oh, I just can't hang up.
[CUSTOMER][NEUTRAL] Yeah, he was telling me that he's not in the policy.
[AGENT][NEUTRAL] Yes, you can hang up if you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, ma'am. I am looking at the policy and this is a single parent coverage.
[AGENT][NEGATIVE] It's not family coverage.
[CUSTOMER][NEUTRAL] Single parent and children.
[CUSTOMER][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] Right. It's for you and your two children, [PII] and [PII].
[CUSTOMER][NEUTRAL] OK. Um, let me call, I happen to be at the office right now. Let me call my HR department to see because they've been deducting and uh I think it was supposed to be for, for myself, my husband, and my kids. So, let me just call.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right now, I'm not, it's not gonna be from this phone but here.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. You can go ahead and take care of that.
[CUSTOMER][NEUTRAL] Give me a second to be, yes.
[AGENT][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] Um, now it's not something that's going to be taken care of over the telephone. They're going to need to send in an email to us to let us know that this should be family coverage and not single parent coverage.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK, so that's why I'm trying to call my HR department to make sure that that is the case and that they can send you an email communicating with you, making sure that that is taken care of. Let me see.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] If you can hold on for a second, I'm gonna call him now.
[CUSTOMER][NEUTRAL] Can we go on with the
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] Hey [PII], how are you?
[CUSTOMER][NEUTRAL] um.
[CUSTOMER][POSITIVE] I'm doing great. I have a I have a question for you.
[CUSTOMER][NEUTRAL] have a policy, a gap insurance policy. And uh I'm with them on the phone right now. And supposedly, I've been paying for myself, my kids, and my husband as well. And uh for gap, yeah.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] But they're telling me that my husband is not on the policy.
[CUSTOMER][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] So they're, they're looking into their records.
[CUSTOMER][NEUTRAL] So who should they send an email to if that is the case?
[AGENT][NEUTRAL] If they need to add your spouse to the policy, it will need to go to care team CARE.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Wait a second. [PII], you said?
[AGENT][POSITIVE] Yes, [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Excuse me, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. So, OK. Yeah, apparently they don't have that in their records. So they
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Like, kind of right away because my husband is trying to pay for something they they're telling me that they need an email uh sent to care team.
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] I see that. Give me a sec.
[CUSTOMER][NEUTRAL] Give me a second because I need to confirm the the right email for them and it's [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'll write it to you, but it, it would be probably it would be better if you call them also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK, so, um, she's gonna be, uh, she's gonna be calling because yes, they are deducting my payment for the whole family.
[AGENT][POSITIVE] OK, once they, once they call we'll make sure that they get to the correct person so we can get it taken care of for you.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] OK. You're very welcome, Ms. [PII].
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][NEUTRAL] All right, and
[AGENT][NEUTRAL] You're welcome. And [PII], you had questions about the policy, would you like for me to answer those questions for you?
[CUSTOMER][NEUTRAL] Uh, sure, uh, sure, sure, like I said, I have a lab, uh, a lab bill here, a laboratory bill, and uh.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I need to know what to do.
[AGENT][NEUTRAL] OK, so this is a supplemental insurance policy that's billed secondary to your primary, and this is just to verify benefits. It's not a guarantee of payment. Um, it's a gap insurance that helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] Um, do you guys have an inpatient calendar year benefit amount of $1500 to go towards deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And but then you also have an outpatient calendar year benefit of also $1500.
[AGENT][NEUTRAL] Um, and then you have an independent lab facility rider, which is good because that, you said you went to a lab. So you'll need to um give your information to the facility that you went to along with your major medical insurance.
[AGENT][NEUTRAL] And they should build they should build the secondary us um for you if they do not do that um we have an online service center that you guys can sign up for.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me give you that website.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] It's secured, [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] You guys can sign up for that online service center and submit the claim yourself electronically or you can also uh fax it to us or mail it to us.
[AGENT][NEUTRAL] And if you go to, I'm gonna give you another website if you go to [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you go to claims and forms.
[AGENT][NEUTRAL] You're gonna choose the med link you'll choose the medlink claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And either way whether you do it online or you mail it in or fax it in, you'll need to have the explanation of benefits from the primary insurance carrier.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And you'll also need to have an itemized statement from the facility from the lab that has your diagnosis and procedure codes on it.
[CUSTOMER][NEUTRAL] OK, it complicated.
[AGENT][POSITIVE] Yeah, that's why I'm hoping they'll do it for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But look, if you guys have to do it yourself and you get stuck or you need help, you can always pick up the phone and we'll help you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, which one you said, which one of the phone you said, sorry, I'm looking at the web page right now.
[AGENT][NEUTRAL] Uh, the [PII], that's the one that you sign up for.
[CUSTOMER][NEUTRAL] Uh, correct, but then then the MAA in public you said to look for a form.
[AGENT][NEUTRAL] Yes, that's the forms you'll go to claims and forms in the top right hand corner, click on it.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And the form that you will choose is gonna be called [PII]
[CUSTOMER][POSITIVE] OK. Excuse me for a second. I may need to get off the phone call right now, but I just wanted to say thank you so much for your help.
[AGENT][POSITIVE] Oh, you're so very welcome. I'm glad I'm able to help you.
[CUSTOMER][POSITIVE] OK, perfect. Um, they're already talking to, to your company and according to them they'll have that solved.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Good.
[AGENT][POSITIVE] Good deal. I'm glad everything was taken care of for you then.
[CUSTOMER][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] In [PII] we are registered in [PII] that's your company, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes. OK.
[CUSTOMER][NEUTRAL] All right, according to their records, they say that the whole family is registered.
[CUSTOMER][NEUTRAL] So I'll allow them to send the email to clarify.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did they give you a different policy number because the policy number I'm looking at is just single parent.
[CUSTOMER][NEUTRAL] And it's uh
[CUSTOMER][NEUTRAL] Are you talking to us or no? Yeah, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm gonna tell her to please contact you guys.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, let me, let me.
[CUSTOMER][NEUTRAL] Let me know if there's anything that you guys need so I can let them know what what else.
[AGENT][NEUTRAL] That we need to ask your spouse? Is that, are you asking me?
[CUSTOMER][NEUTRAL] Who are you talking to?
[CUSTOMER][NEUTRAL] Yeah. Yes.
[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, um, we'll need his name, his full name, date of birth.
[AGENT][NEUTRAL] And social security number.
[AGENT][NEUTRAL] And address?
[CUSTOMER][NEUTRAL] OK, so [PII], can you provide her with that information?
[AGENT][NEUTRAL] I can't do that myself, ma'am. I'm not in the department that can do that. That's why I said the email needs to be sent from your.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Work your your employer has to send it in.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][POSITIVE] Uh, from my employer over there. Oh, OK, perfect. No problem then. Thank you so much for your time. I'm gonna get off the line right now. OK, thank you.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you. You're welcome, ma'am.
[CUSTOMER][NEUTRAL] Mm bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Oh, [PII], OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, let's go back to the building. Uh, so I just, it's from LabCorp, so, so I should call them and just tell them to run me.
[CUSTOMER][NEUTRAL] Run it to to the componental insurance.
[AGENT][NEUTRAL] Yes, I would do that sir, but I would wait until you get on the policy.
[CUSTOMER][NEUTRAL] And that
[AGENT][NEGATIVE] We don't have a timely filing limit.
[CUSTOMER][NEUTRAL] Oh, but it's not about, it's not like that.
[CUSTOMER][NEUTRAL] Oh well, it's for my son, so.
[AGENT][POSITIVE] Oh, it's for your son. OK, well, he's on the policy. That's good.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, yeah, it's yeah, it's one of his dogs, so.
[CUSTOMER][NEUTRAL] OK, so I call them and and I just give them the, the same number I gave you that whatever hospital whatever number.
[AGENT][POSITIVE] You give them, yes, that number and then let me give you a payer ID number so they can just do it electronically for you it'll be easier for them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And your ID number, OK.
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Also, what is, uh, I don't know, sometimes they ask for like the phone number. I, I only have a picture of the card, uh, the APO card, uh, on the front. I don't know. Sometimes there's a number back. What, what's the phone number they have to call or something.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] The phone number for the fax is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, and OK, perfect.
[AGENT][NEUTRAL] OK, [PII], do you have any other questions?
[CUSTOMER][NEUTRAL] I guess.
[CUSTOMER][NEUTRAL] Uh, not for now. Um, hopefully they do it. If not, I have to, I'll have to call you back to see.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're very welcome. I hope you guys have a good rest of your night and we thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you for your help bye bye.
[AGENT][NEUTRAL] Bye-bye.