AccountId: 011433970860
ContactId: 4b9fd0e8-f546-4e3a-a69a-01de5bf94372
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202710 ms
Total Talk Time (AGENT): 74087 ms
Total Talk Time (CUSTOMER): 101934 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/4b9fd0e8-f546-4e3a-a69a-01de5bf94372_20250624T14:21_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I had to recently go in the hospital emergency room for surgery and all, but I got my stuff back from me all and uh I need to see what's going on here. I figured this insurance I got would be better if someone got paid 0 on it.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Some of them only paid $100 and 150.
[AGENT][POSITIVE] OK, I'd be happy to assist with your claims today um if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your policy number?
[CUSTOMER][NEUTRAL] Um, hang on, 202-621960.
[AGENT][NEUTRAL] And if you can please verify your full name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. My birthday is [PII].
[AGENT][NEUTRAL] OK, and if you can verify your email address for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment.
[AGENT][NEUTRAL] Um, now I do show you have our limited benefit hospital indemnity plan, so this does not work as a major medical plan, um, so for your office visit.
[CUSTOMER][NEUTRAL] Oh it didn't?
[CUSTOMER][NEUTRAL] Oh, I misunderstood it, I guess.
[AGENT][NEUTRAL] For your office.
[CUSTOMER][NEUTRAL] Yeah, go ahead. I'm sorry.
[AGENT][NEUTRAL] For your office visits, you have 4 per calendar year and it pays $150 per visit. For your urgent care, you have 4 visits per year and it pays 150. ER you have 2 visits per year and it pays 150.
[CUSTOMER][NEUTRAL] Go ahead
[AGENT][NEUTRAL] Um, for, and then it pays for if you're hospitalized, your admission benefit is $2000 and for each night that you're hospitalized, it's a $50 benefit. Um, so this is not a major medical plan, it's a limited benefit hospital indemnity plan.
[CUSTOMER][NEUTRAL] That's the biggest plan y'all have?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Oh, I, oh, OK, no wonder. anyway, I didn't, I didn't really realize that, you know how it is when you, yeah, you get all this stuff in the mail all, OK, OK, I follow it.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] But the deal is, uh, if I don't use it now, now the, now the hospital, you know, if you got self pay, if you self pay, they knock a big percentage off from it.
[CUSTOMER][NEGATIVE] And one of my bills, they knocked like $6000. I've got a $19,000 emergency room visit bill. That's besides my surgery bill and ain't been sent to him, and I tried to start paying on it, and they tell me I started they what they told me so they couldn't, they had to set it up on a payment 36 month payment, $500 something dollars a month. I told them I wouldn't finance a car. I'm trying to pay a bill, so they wouldn't accept what I offered.
[AGENT][NEGATIVE] Oh, no.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][POSITIVE] Thank you anyway.
[AGENT][POSITIVE] OK, well thank you for calling APL you have a good day.