AccountId: 011433970860
ContactId: 61717d8d-a510-4820-b95b-dd1eadbd6d20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237820 ms
Total Talk Time (AGENT): 81771 ms
Total Talk Time (CUSTOMER): 123245 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/61717d8d-a510-4820-b95b-dd1eadbd6d20_20250221T14:33_UTC.wav
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[AGENT][POSITIVE] Good morning and thank you for calling speaking may I help you?
[CUSTOMER][NEUTRAL] Um, yes ma'am, I am trying to register, um, uh.
[CUSTOMER][NEUTRAL] It's a group plan um I'm trying to register to make an online account because I'm just trying to figure out like who's in your network who's not in your network and it's saying that no user was found with the information that I entered.
[CUSTOMER][NEUTRAL] And it said to call this number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Are you calling from provider's office or are you calling from a group?
[CUSTOMER][NEUTRAL] Um, I'm calling on behalf of the individual.
[AGENT][NEUTRAL] Uh, insured, Oh, OK, and your name is?
[CUSTOMER][NEUTRAL] Um, my name is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], uh, do you happen to have that policy number?
[CUSTOMER][NEUTRAL] Um, is this policy slash certificate number and it's 02506202.
[AGENT][POSITIVE] OK, thank you
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. And what's the insured's name?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, and you said you're trying to set up an account for him on the OSC?
[CUSTOMER][NEUTRAL] Yeah, I'm trying to set up an account because I just, I don't, I'm not really, I'm, I'm, I'm a little confused and maybe you can help me. He has Blue Cross and Blue Shield and I have that set up, you know, I've got an online account set up for that and is this supplemental insurance?
[CUSTOMER][NEUTRAL] It it's American Public Life Insurance and it that that on the the the letter that I'm looking at it says that you have to present this to your provider. Well, I have supplemental, um, and I have mine through Aflac and I actually have to file those claims myself. So what I was trying to do is I'm trying to schedule him a doctor's appointment and I'm trying to see if this is.
[CUSTOMER][NEUTRAL] Supplemental or if you have to be a network or that kind of thing.
[AGENT][NEUTRAL] OK, well, um.
[AGENT][NEUTRAL] And you are, are you a health advocate for him or a group because I'm just
[CUSTOMER][NEUTRAL] No, I am no I am his wife.
[AGENT][NEUTRAL] Oh, OK. Well, I can't give too much information about the policy since you're not on there, but, um, this is the second, I can tell you that this is the secondary, and we don't have a network, so it depends on if he's in network with his major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so as long as he's in network with his major medical this should pick up.
[AGENT][NEUTRAL] Yes, ma'am. I would say, uh, when he gives him his, uh, major medical information to the provider, also give them our information is secondary.
[CUSTOMER][NEUTRAL] OK, that
[CUSTOMER][NEUTRAL] OK, and let me ask you this, um, as far as for as far as that goes, um, is this something because I was just trying to read online last night because I was actually trying to do this last night and I called your office, but you guys, I think you closed at [PII] and this was a little bit later, but, um, so it would this be something that they would definitely file or is this something that we would have to file on our own?
[AGENT][NEUTRAL] No, that's something that the providers can file, so, um, yes, ma'am.
[CUSTOMER][NEUTRAL] Provider, OK, so I just need to make sure that they will file the secondary. OK, I got you. Alright, thank you so much.
[AGENT][NEUTRAL] Yes, ma'am. Just don't, I would just give a hint, um, I wouldn't tell them it's a second or gap plan, just let them know it's a secondary policy, and then that way, what usually happens is they call our office, we verify benefits, and then they would submit the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] Yes, uh, is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No ma'am, that's all you have a good day.
[AGENT][POSITIVE] Uh, you too. Thanks for calling ATL. Bye.
[CUSTOMER][NEUTRAL] Alright bye bye uh huh bye bye.