AccountId: 011433970860
ContactId: 571e9dff-f140-4626-a51e-56400ee5ae3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188839 ms
Total Talk Time (AGENT): 52189 ms
Total Talk Time (CUSTOMER): 96626 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/571e9dff-f140-4626-a51e-56400ee5ae3b_20250611T16:41_UTC.wav
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[CUSTOMER][NEUTRAL] I don't think that
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, um, I have a policy with my husband, um, I guess it's a gap. I don't know what you guys call it, but it's like a gap policy to cover the extras. I was recently, um, at the ER and I have received a phone message and a text message from a notion Health saying there's issues with my claim.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I'm just trying to verify if they're real or not. I already called the primary insurance so they're not with them, so I was just calling to see.
[CUSTOMER][NEUTRAL] Um, if I should contact them or not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I can help you with that claim. Um, can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am, my name is [PII] My phone number is [PII].
[AGENT][NEUTRAL] And do you have your policy number with you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. I is that the policy certificate number?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, 02518369, it's in my husband's name, but it says employee and spouse.
[AGENT][NEUTRAL] Let me look it up real quick.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] All right, [PII], can I get you to verify your uh date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's nice.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] And it was under your name correct?
[CUSTOMER][NEUTRAL] Yes, ma'am, under [PII] at uh Lexington Medical Center.
[AGENT][NEUTRAL] OK, yeah, I'm not.
[CUSTOMER][NEUTRAL] There's actually 4 separate visits.
[AGENT][NEUTRAL] OK, I'm not showing any claims on file for you yet.
[CUSTOMER][NEUTRAL] Oh, OK. OK. And this is a notion Health. Have you ever heard of Notion Health? I think it's a scan.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So I can get a if you don't have any claims then you guys wouldn't have an issue, right?
[CUSTOMER][NEUTRAL] That makes sense.
[AGENT][NEUTRAL] Right, we shouldn't have any issue. I don't know who notion is, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I'm not showing any claims and it was under you, not your husband, correct?
[CUSTOMER][NEUTRAL] Yeah, it was under me. Yes ma'am. I mean, it, it's under the insurance. The insurance is under his name, but I'm the one, yeah, the.
[AGENT][NEUTRAL] Right, but the claim would be you, yeah, and I'm not showing any claims for you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah, I'm not showing anything yet.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, well I appreciate your help. Thank you so much.
[AGENT][POSITIVE] Alright, thank you for calling APL. I hope you have a great day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Alright bye.