AccountId: 011433970860
ContactId: 65239e85-6d9c-413e-a7dc-f15a3383b51f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260858 ms
Total Talk Time (AGENT): 107438 ms
Total Talk Time (CUSTOMER): 106186 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/65239e85-6d9c-413e-a7dc-f15a3383b51f_20250603T14:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Hi, yes. Um, I wanted to ask about my benefits.
[AGENT][POSITIVE] OK, I can help you with your benefits. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Be
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, [PII], it's [PII].
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] vacations.
[AGENT][NEUTRAL] OK, thank you Ms. [PII] and then what is your um group I'm sorry, your policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Which one is that one?
[CUSTOMER][NEUTRAL] Divorce.
[AGENT][NEUTRAL] Uh, it might say inpatient or outpatient certification number. Either one of those numbers will work.
[CUSTOMER][NEUTRAL] OK. 022.
[CUSTOMER][NEUTRAL] 16473 ML 8
[AGENT][NEUTRAL] OK, let me go ahead and pull that up real quick.
[AGENT][NEUTRAL] Alright Miss [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, what was the second thing?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And then the phone number that you gave me to call you back on is that your cell phone?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you very much. How can I help you with your benefits? What questions do you have?
[CUSTOMER][NEUTRAL] Yes, um, if so, if there's something that is not covered by my insurance, um, like for example, a lactation consultant, um, would that be something that could be covered with the gap insurance?
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Oh, actually the gap insurance and this is just to verify your benefits, it's not a guarantee of payment. They, it only helps with deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So anything that isn't covered would not be.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Covered by the gap insurance either.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, and then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, when I submit claims, um, you need the diagnos the diagnostic code, um, is that something that they have on an itemized bill?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] There's
[AGENT][NEUTRAL] Yes ma'am, um, you'll need to send the explanation of benefits from your primary insurance carrier and then you'll also need to send that itemized statement.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Both of those documents along with your claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Along with the claim form.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] be
[CUSTOMER][NEUTRAL] Um, which one is the claim form if it's.
[AGENT][NEUTRAL] And the claim form
[CUSTOMER][NEUTRAL] Hello
[AGENT][NEUTRAL] Right in the online service center, uh, you would choose the Medlink claim form. It's M E D L I N K.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's the claim form that she'll need.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, yeah, that's it.
[AGENT][NEUTRAL] Do you have any other questions or anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[AGENT][POSITIVE] OK, well you have a wonderful day, Miss [PII], and thank you for calling ATL.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bye bye ma'am.