AccountId: 011433970860
ContactId: 50d38a62-8c7a-466a-ad02-212d0b5e2b83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 431000 ms
Total Talk Time (AGENT): 170585 ms
Total Talk Time (CUSTOMER): 162099 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/50d38a62-8c7a-466a-ad02-212d0b5e2b83_20250107T20:39_UTC.wav
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[AGENT][POSITIVE] Hi, thanks for calling ATL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hey, how you doing?
[AGENT][POSITIVE] I'm doing wonderful. How about yourself?
[CUSTOMER][NEGATIVE] Um, I was, I was, um, at the doctor's office today and they can't pull up my insurance.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I'm so sorry. I didn't quite hear that too well. You said you're at the doctor's office the other day and what happened?
[CUSTOMER][NEUTRAL] And they can pull up my insurance.
[AGENT][NEUTRAL] They said they didn't take your insurance?
[CUSTOMER][NEGATIVE] They couldn't pull it up.
[AGENT][NEUTRAL] Oh, they couldn't pull it up?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Let me see if I can help you find your policy, my friend. Um, do you have your policy number handy at all?
[CUSTOMER][NEUTRAL] hold on.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alternatively, if you're the subscriber, I can search for it with your social security number if you like.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And I'm so sorry. I'm having a lot of trouble hearing you. I heard [PII], and then I'm not sure about the rest.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] or [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To them.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and then your first name and last name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. I really appreciate that. And could you verify for me, please, your date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] All righty. Thank you so much. And
[AGENT][NEUTRAL] All right, [PII], I do see that you have that hospital indemnity policy with us. Is that the one you were calling about?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK perfect and I do just need to verify your mailing address on file if you can, your email and your phone number.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, [PII]. It's [PII].
[AGENT][NEUTRAL] Perfect. And Mr. [PII], if you like, I can go ahead and send you an email of your policy ID card that way you can have it on file.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] OK, um, I was at the doctor's office now and they can, they can pull it up on in the file.
[AGENT][NEUTRAL] OK, um, if they need to they're always welcome to call us and we can verify eligibility and benefits.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You gotta verify me? You gotta verify my insurance yet?
[CUSTOMER][NEUTRAL] She said you can always call him.
[CUSTOMER][NEUTRAL] They don't bother you though.
[CUSTOMER][NEUTRAL] Is it, is that my mom or something.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I'm so sorry.
[CUSTOMER][NEUTRAL] Are you my primary?
[AGENT][NEUTRAL] Um, we are a limited supplemental policy. Typically we're secondary.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] We're typically a secondary insurance, um, we're the, the limited supplemental policy.
[CUSTOMER][NEUTRAL] Got to be.
[CUSTOMER][NEUTRAL] And it to be.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] people
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] And I'm so sorry. I'm just having a little trouble hearing what you're asking me.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] We think that to be.
[CUSTOMER][NEUTRAL] Well you.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I don't.
[CUSTOMER][NEUTRAL] I said what you were saying.
[AGENT][NEUTRAL] Oh, I was in.
[CUSTOMER][NEUTRAL] Is it?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] I'm so sorry. I actually can hear you so much clearer now, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Yeah, so if, if, if you're, uh, if the doctor's office wants to call us, we can do um eligibility and benefits for them over the phone, um, and then if you need your policy information I can always email that to you if you need it.
[CUSTOMER][NEUTRAL] Now what you were saying
[CUSTOMER][NEUTRAL] Yeah you can do the email it to me.
[AGENT][POSITIVE] Yeah, absolutely. I will go ahead and get that um.
[AGENT][NEUTRAL] The copy of your card sent to you right now.
[AGENT][NEUTRAL] And I'm gonna send it to that email address on file.
[AGENT][NEUTRAL] Your subject line is APL ID card if you need to search for it.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I'm hitting send on that right now for you [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So that should be coming your way and then yes if your provider wants to give us a call we'd be more than happy to go through and do some eligibility and benefits with them as well.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Cause I, cause I recently just went to the hospital and
[CUSTOMER][NEUTRAL] Like, I didn't charge my insurance at all.
[AGENT][NEUTRAL] Yeah, we're not a primary insurance like a major medical, we're a limited supplemental plan um I'm not really sure like I've never worked at a hospital to know like how their systems work when they're looking for insurance, um.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I do know that we can verify coverage over the phone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm.
[AGENT][NEUTRAL] And then was there any other information I could help you with today, sir?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you ma'am you have a nice day.
[AGENT][POSITIVE] Oh my pleasure you take care and thank you so much for calling us. If you need anything else give us a call back OK?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you. You're welcome.