AccountId: 011433970860
ContactId: 639b1548-9188-4b95-a02f-cd42a05c0ca0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162779 ms
Total Talk Time (AGENT): 84967 ms
Total Talk Time (CUSTOMER): 70657 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/639b1548-9188-4b95-a02f-cd42a05c0ca0_20250123T14:23_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, my husband's next to me if you need to talk to him, but he's busy. Um, my husband works for Celsius Energy and he was given this APL card. We don't know what it's for.
[AGENT][NEUTRAL] OK, um, I can certainly tell you, uh, if you, you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 02581601.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I mean we have Cigna, so I don't understand what this is.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Of course, um, and if I could just verify, uh, your name, uh date of birth, uh, or phone number or that is of your husband if you of your husband.
[CUSTOMER][NEUTRAL] It's, it
[CUSTOMER][NEUTRAL] Yeah, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And is there a phone number that I, I also need to verify that as well?
[CUSTOMER][NEUTRAL] Uh, he's got a couple. Don, what's your work number?
[CUSTOMER][NEUTRAL] 561
[CUSTOMER][NEUTRAL] 759
[CUSTOMER][NEUTRAL] 84
[CUSTOMER][NEUTRAL] 51.
[AGENT][NEUTRAL] Thank you. I appreciate that. Um, oh no, this is fine. So this is a secondary or gap insurance. It's meant to pick up the deductible, co-payment or co-insurance from your major medical from Cigna. And what it does is that let's say that if you went into the hospital, um, it picks up the deductible, co-payment or co-insurance from that. It's a secondary or gap insurance. Uh, it works for inpatient hospital, outpatient hospital, um.
[CUSTOMER][NEUTRAL] I don't know it's work. Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so let me ask you a question, um, and I've been paying my bills like crazy. So I'm, I'm the wife. It says individual on here though does it cover me as well?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] No, it doesn't. However, your husband can contact his HR and have your name put on there as well.
[CUSTOMER][NEUTRAL] OK, so like he went in to Boston Massed and had a knee.
[CUSTOMER][NEUTRAL] He had to have X-rays and everything, and there was a deductible. So this would cover the deductible.
[AGENT][NEUTRAL] Yes, as of [PII], um, this went into effect.
[CUSTOMER][NEUTRAL] OK, and so let me ask you a question. So when you go into the, your appointment and there's a deductible, you give them this card, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's, that's true, yes, for everything except the office visit. Now, the office visit co-pay is not um is not covered, but, but the other things like the treatment within the physician's office, cancer treatment, hospital treatment, the x-rays, that sort of thing, those are covered.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your time.
[AGENT][NEUTRAL] Is there anything at all that I may help with? Anything else?
[CUSTOMER][POSITIVE] No, you just did. You're great. Thank you. Have stay, stay safe and let's do the best we can. Thanks.
[AGENT][POSITIVE] OK thank you.
[AGENT][NEUTRAL] What
[AGENT][POSITIVE] Yeah, well, thanks for contacting ATO. You have a very good day.