AccountId: 011433970860
ContactId: 594c2897-d986-4766-9414-522206e449dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137929 ms
Total Talk Time (AGENT): 50600 ms
Total Talk Time (CUSTOMER): 69587 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/594c2897-d986-4766-9414-522206e449dd_20250305T20:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. My husband, uh, we have gap insurance through his company with him, and he is about to have hip replacement surgery, and I am just trying to get our reduction. I need to understand how this gap insurance works because every time I ask one of the billing offices at the doctor or the hospital, they can't tell me a straight answer.
[AGENT][NEUTRAL] Um, what is your policy?
[CUSTOMER][NEUTRAL] Is.
[CUSTOMER][NEUTRAL] The policy number is 025.
[CUSTOMER][NEUTRAL] 81933
[AGENT][POSITIVE] Thank you and may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]. His name is [PII].
[AGENT][NEUTRAL] OK, so you're not on the policy. OK, I can tell you how it works just in general, um, as a supplemental policy.
[CUSTOMER][POSITIVE] Got you OK.
[AGENT][NEUTRAL] As a supplemental policy, what we do is to help with the major medicals deductible, co-pay and co-insurance based on coverage.
[AGENT][NEUTRAL] So they would, what would happen was they would build the primary insurance first.
[AGENT][NEUTRAL] And then the, once they get the information back from the primary, the provider or where your husband's gonna have the uh surgery, they will send a claim to us for processing and then we pay the provider.
[CUSTOMER][NEUTRAL] And then it'd be after.
[CUSTOMER][NEUTRAL] The procedure, I would assume.
[AGENT][POSITIVE] Oh yes, definitely, yes, after the procedure.
[CUSTOMER][NEUTRAL] OK. OK. I just was trying to get everything set up up front and they were like, I don't know that you do that until after the surgery. OK, and so they, they need to bill and then uh they'll use this to bill you whatever for the gap.
[AGENT][NEUTRAL] Uh, they build the primary person and then they build the secondary or gap second or last.
[CUSTOMER][POSITIVE] Got you. I got you, of course. OK. All right. Thank you so much. That kinda helps me out just to have a general understanding of, of how that would go because we're going, I don't know what to do.
[AGENT][NEUTRAL] OK, you're
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're welcome, [PII], and thank you for calling APL. You have a good day. Thank you.
[CUSTOMER][NEUTRAL] Uh bye bye.
[AGENT][NEUTRAL] Mm bye.