AccountId: 011433970860
ContactId: 74c97626-ee02-4f7b-b364-4c2a91694f7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 589570 ms
Total Talk Time (AGENT): 179628 ms
Total Talk Time (CUSTOMER): 108611 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/74c97626-ee02-4f7b-b364-4c2a91694f7a_20250107T15:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I'm trying to find out what uh I was sent a um.
[CUSTOMER][NEUTRAL] A notice
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I guess it's a nonpayment or something.
[CUSTOMER][NEUTRAL] Can you check what it is?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] You said a notice of premium?
[CUSTOMER][NEUTRAL] It's got the.
[CUSTOMER][NEUTRAL] It says UM medical physical.
[CUSTOMER][NEUTRAL] inpatient expenses.
[AGENT][NEUTRAL] Mm. Is it a letter you received from APL?
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] OK. Um, what is the policy number?
[CUSTOMER][NEUTRAL] You want, you want the policy, OK. 01.
[CUSTOMER][NEUTRAL] 45
[CUSTOMER][NEUTRAL] 0300.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, may I have your name and date of birth for security?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII], and I need um the mailing address, email address and a callback number for verification.
[CUSTOMER][NEUTRAL] Well, the.
[CUSTOMER][NEUTRAL] The email is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what else you need?
[AGENT][NEUTRAL] Mailing address and a call back number?
[CUSTOMER][NEUTRAL] Well, the mailing address I'm in the process of moving.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK, do, do you want to change it or you?
[CUSTOMER][NEUTRAL] Yeah, I got this because.
[AGENT][POSITIVE] Uh-huh, and you wanna keep this one.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, because I can give you a temporary [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's the callback number just in case we get disconnected while I change that address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, let me see what letter we have sent.
[AGENT][NEUTRAL] OK, I'm waiting on the documents to upload, bear with me.
[CUSTOMER][NEUTRAL] Let me
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so that was an explanation of benefits that we received for a charge uh for that date of service on, on that um doctor, and the policy was already terminated. So we're just letting you know that it was sent to us, like if you have another policy, um, you might want to contact um the provider of service and change your policy information.
[CUSTOMER][NEUTRAL] Was this for
[CUSTOMER][NEUTRAL] Or which doctor was it?
[AGENT][NEUTRAL] Um, let me pull the, the doctor's information. Bear with me.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I'm still waiting on the documents.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so this was for doctor.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII] what
[AGENT][NEUTRAL] Um, let me spell out the last name is [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You still there?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Wait, wait a minute. I, I think I lost you. You just came back. OK, you said [PII], what?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII] S, so it's [PII] and the middle initial is [PII] and then the last name is [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Does it say for what?
[AGENT][NEUTRAL] Um, let me see what's the code.
[CUSTOMER][NEUTRAL] Or what?
[AGENT][NEUTRAL] Let me check and see what's that code for.
[CUSTOMER][NEUTRAL] But on the [PII], I was in the hospital. I know that.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Uh, I know, I, I was in the hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see what's the code for.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mm, it's just saying that it was the first hospital, um, evaluation of patient. Yeah, it's just initial hospital care. That's what they're charging for.
[CUSTOMER][NEUTRAL] And how do they get the
[CUSTOMER][NEUTRAL] This policy or
[AGENT][NEUTRAL] It's probably a policy you had um prior in the past and they have it in the system. Maybe you have gone to one of the doctors in the same network and that's why they have the information. Um, so when that happens, they'll go ahead and send in the claim. Yes. So you just need to get in contact with them and see if you can give them the updated policy information, OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. Yeah, cause I have Medi Medicaid, Medicare.
[AGENT][NEUTRAL] Oh, OK. Mhm.
[CUSTOMER][NEUTRAL] And that's a supplemental, another supplemental insurance why they.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, OK. All right. You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] Alright ma'am, and thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] No, ma'am. Have a good day.
[AGENT][POSITIVE] You as well and thank you for calling ATL. bye bye.
[CUSTOMER][NEUTRAL] Uh