AccountId: 011433970860
ContactId: 5d272347-f62a-4bb0-82a8-74a22b29b5b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244550 ms
Total Talk Time (AGENT): 84459 ms
Total Talk Time (CUSTOMER): 99882 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/5d272347-f62a-4bb0-82a8-74a22b29b5b4_20250429T14:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] I'm good. My name is [PII]. I'm trying to um add my insurance on my
[CUSTOMER][NEGATIVE] On my bill, um, it's telling me that it, they can't find it. They can't find APL.
[AGENT][POSITIVE] OK, I'm sorry for the inconvenience. I'd be happy to assist. May I have your policy number please?
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 84586
[AGENT][NEUTRAL] Alright, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Uh, so I'm I I I I'm actually under my husband, so it will be [PII].
[AGENT][NEUTRAL] And your um address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] OK, so I'm showing that you have the uh limited benefit hospital indemnity plan. So if they're trying to run your insurance through the major medical, it's not gonna come up. They would have to call us directly to verify your benefits.
[CUSTOMER][NEUTRAL] Oh really?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] This, so I already did the tests and, well, why is it like that?
[AGENT][NEGATIVE] I don't understand.
[CUSTOMER][NEUTRAL] Why do they have to call you guys to verify that?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I guess, uh, maybe I'm not understanding your question. Maybe, maybe I misunderstood. I'm sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK, so what do they do because, um, I already had done the test since the [PII] and it was, it could, they couldn't build it because they said that they couldn't find it. So, uh, what do I need to do from here?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Uh, so the
[AGENT][NEUTRAL] So they need to, they're trying to file a claim with us is what you're saying.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I already went to the hospital. I did some tests. I gave them the insurance and then they sent me a bill. They're not supposed to send me a bill, but I have a bill in my hand.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEGATIVE] And um I called them and they said that they couldn't find the insurance.
[CUSTOMER][NEUTRAL] So, what do I do?
[AGENT][NEUTRAL] OK, so do you want to file the claim yourself?
[CUSTOMER][NEUTRAL] How do I file the claim myself.
[AGENT][NEUTRAL] OK, so you can either.
[AGENT][NEUTRAL] Um, are you is your husband registered with the online service center? Because you can upload the claim from there.
[CUSTOMER][NEUTRAL] I don't know if he's registered.
[AGENT][NEUTRAL] OK, well ask him and then if he's not, then he can go to [PII] to register and then you can upload your claim there.
[CUSTOMER][NEUTRAL] So just upload the um
[AGENT][NEUTRAL] Your, your billing information.
[CUSTOMER][NEUTRAL] OK, it's same workforce benefits. OK, no problem. So, but now they can't, I can't give it to them. They, they can't call you, right, if they want to do if, what if they want to do it themselves?
[AGENT][NEUTRAL] Well, that's what I was saying they would call that that's what I was telling you in the beginning to have them call us to verify your benefits. When they call to verify the benefits, they also get the billing information on how to submit the claim to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, I'll see which one would be faster.
[CUSTOMER][POSITIVE] Well, thank you.
[AGENT][NEUTRAL] Alright, was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Thank you for calling ATL. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.