AccountId: 011433970860
ContactId: 7ea34a8f-8e79-4c78-a146-0a16f3010226
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295720 ms
Total Talk Time (AGENT): 110313 ms
Total Talk Time (CUSTOMER): 102837 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/7ea34a8f-8e79-4c78-a146-0a16f3010226_20250603T19:49_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, I was just trying to get some uh clarification. Um, I was, um, I had gap insurance through you guys, um, all through [PII], and, um, I was in the hospital, uh, sometime in [PII], and I was wondering why, um, I'm getting hospital bills. I'm wondering why my gap insurance didn't kick in.
[AGENT][NEUTRAL] OK. Yes, sir. I can assist you um with the status of those claims. Um first, could I get your name and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes ma'am. It's uh [PII] and my phone number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. And uh do you have your policy number? If you don't have it, I can look it up by your social.
[CUSTOMER][NEUTRAL] Yeah, I don't have it, and my social is uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, I found you in our system. Please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And I'm actually not showing any claims on file, so that's why your insurance appears that it didn't kick in because they never filed any claims with us.
[CUSTOMER][NEUTRAL] No, I, I, I.
[CUSTOMER][NEUTRAL] Oh, OK, so what do, what do I have to do like because um I was, um, I'm getting these medical bills and I was, uh, covered through the whole 2024 process.
[AGENT][NEUTRAL] OK. Yes, sir. I'm showing that your effective date was [PII] and your policy expired on [PII]. What you can do is I can give you your policy number and just contact the hospital, give them um your policy number and our phone number. Let them know that you have secondary gap insurance and they um need to file those claims with us.
[CUSTOMER][NEUTRAL] OK, hold on, let me grab a pen real quick hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] Um, yes, sir. Your policy number is 024.
[AGENT][NEUTRAL] 653. OK.
[CUSTOMER][NEUTRAL] Hold on, hold on.
[CUSTOMER][NEUTRAL] All right. Say that again, please.
[AGENT][NEUTRAL] Um, it's 024.
[CUSTOMER][NEUTRAL] 024
[AGENT][NEUTRAL] 6
[AGENT][NEUTRAL] Mhm. 653.
[CUSTOMER][NEUTRAL] 653.
[AGENT][NEUTRAL] 98.
[CUSTOMER][NEUTRAL] 98
[AGENT][NEUTRAL] Yes, sir. That's your policy number and give them my phone number, the um number you just dialed to get me and just let them know that you have um secondary gap insurance and they need to file those claims with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so let me repeat that policy number one more time to you it's uh 02465398.
[AGENT][POSITIVE] Yes sir, that's correct.
[CUSTOMER][NEUTRAL] OK, and just, just tell them, um, give them my policy number and give them you guys' number and tell them they need to file a claim.
[AGENT][NEUTRAL] Yes, they need to file those claims for the charges that they're billing you, they need to file those claims with us.
[AGENT][NEUTRAL] For a secondary gap coverage. Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So can I ask you a question? So, um, do it matter if, if, um if it already went to collections? Does that, does that, does that make a part, does that make a difference or anything? Would that hold anything back?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] No, sir, it doesn't matter. As long as you had coverage on the date of service, um, we'll process the claim.
[CUSTOMER][POSITIVE] OK. OK. Yes, ma'am. Thank you. I appreciate you.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, ma'am, you've been great.
[AGENT][POSITIVE] OK. Well, I thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You as well bye.