AccountId: 011433970860
ContactId: 884397f0-3fae-48a8-88ef-c37fb8873490
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 401220 ms
Total Talk Time (AGENT): 137640 ms
Total Talk Time (CUSTOMER): 195664 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/884397f0-3fae-48a8-88ef-c37fb8873490_20250327T15:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], uh, my name is [PII] and I'm getting ready to have outpatient, um,
[CUSTOMER][NEUTRAL] Uh, cataract surgery on my eye, and I have a gap. I'm trying to see, there's a big deductible. I'm trying to see, there's that, but does this plan assist with my deductible.
[AGENT][NEUTRAL] OK, do you have a callback number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Now let's see, this card is over but let me see if this is what it says group and if there's a group, you want that's what you're talking about, that group number?
[AGENT][NEUTRAL] Um, policy certificate number or outpatient inpatient certificate number, something like that.
[CUSTOMER][NEUTRAL] Oh wait a minute.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I see in hospitals benefits. So did I see outpatient? I see outpatient er number. OK. 01699383.
[AGENT][NEUTRAL] Yes, ma'am, that number.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] M as in Mary, L as in oh, that's all you need.
[AGENT][NEUTRAL] Yes, ma'am, you don't have to put the email at the end.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, hold one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's your date of birth, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what was your, how did you pronounce your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] here. Thank you, Mr. [PII]. And can I verify your address and
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. Do you have an email address you would like to give us?
[CUSTOMER][NEUTRAL] Yeah, um, um.
[CUSTOMER][NEUTRAL] Did, did I, I, I see, should I give you my job email or do you my
[CUSTOMER][NEUTRAL] Uh, let me give you my.
[CUSTOMER][NEUTRAL] Oh, I watch you look at my personal email. Let me give you the job email for now. I mean [PII].
[AGENT][NEUTRAL] At [PII]
[CUSTOMER][NEGATIVE] Yeah no.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And what was the rest of it?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. I'll get that added for you. Thank you, Ms. [PII]. And you wanted to know if uh cataract surgery was covered?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] And for outpatient?
[AGENT][NEUTRAL] This policy coordinates with your primary insurance?
[AGENT][NEUTRAL] We only pick up any of the deductible, co-pay, or co-insurance that they apply.
[AGENT][NEUTRAL] And it will be up to $300 per calendar day.
[CUSTOMER][NEUTRAL] OK, so my deductible, just to hear you.
[CUSTOMER][NEUTRAL] If my deductible is $839.57 are you saying that I can apply this policy will apply up to $300.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] How do I give them this information?
[AGENT][NEUTRAL] Um, actually, that is an old card. You do have a new policy number. You want me to give you your new policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, that would be helpful.
[AGENT][NEUTRAL] OK, it is 02.
[AGENT][NEUTRAL] 472-970.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 70 and when I, when I, cause I told them I was gonna call him back after I talk to you. So what do I tell them I'm on the ATL or should I use the word gap or
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, just tell them you have a secondary policy with APL.
[AGENT][NEUTRAL] And if they ask what APL stands for, it's American Public Life Insurance.
[CUSTOMER][NEUTRAL] OK, secondary policy.
[CUSTOMER][NEUTRAL] American public.
[AGENT][NEUTRAL] Life insurance.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Insurance OK.
[CUSTOMER][NEUTRAL] And that's, let me repeat my number, OK? 02472970.
[CUSTOMER][NEUTRAL] And that's, uh, I have a secondary policy with APL and that's American Public Life Insurance.
[AGENT][NEUTRAL] Yes, ma'am. When do you have plan on having the surgery done?
[CUSTOMER][NEUTRAL] And I have your phone.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. OK.
[CUSTOMER][NEUTRAL] So that's all I need, right?
[AGENT][NEUTRAL] Yes, ma'am. And usually, if they need any more.
[CUSTOMER][NEUTRAL] Do in terms of them here.
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] OK, so in terms of billing you all, I just give them your number and, and my policy number, right?
[AGENT][POSITIVE] Yeah, yes, ma'am. The, most of the time they'll call us and get your benefits on your policy.
[CUSTOMER][POSITIVE] OK. OK. All right, let me call them right now. That's very helpful because you see a lot of money here. uh, OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am, you've been wonderful. Thank you.
[AGENT][POSITIVE] Thank you, Mr. for calling IPL. You have a good day.
[CUSTOMER][NEUTRAL] Uh-huh
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.