AccountId: 011433970860
ContactId: 8e4fbdb9-1ac1-42c5-8a44-412be4323382
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200300 ms
Total Talk Time (AGENT): 75249 ms
Total Talk Time (CUSTOMER): 92958 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/8e4fbdb9-1ac1-42c5-8a44-412be4323382_20250228T14:04_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] I'm [PII]. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII], and I'm an urgent care for Kids in [PII], and we had a patient who came in last night, um, uh, it's a dependent, and Dad did not have the card, um, and so I'm trying to kind of follow up and see if we can get some more information so that we can file a claim.
[AGENT][NEUTRAL] Yes, of course. And uh so he didn't have the card, so do you have uh maybe his um uh social security number, a name, um.
[CUSTOMER][NEUTRAL] Um, so I have the child's name is [PII] is the first name, [PII].
[CUSTOMER][NEUTRAL] And then the last name is [PII], [PII]
[CUSTOMER][NEUTRAL] And their date of birth is [PII].
[AGENT][NEUTRAL] OK, let me see if I can't find that. And is there a callback number I can have in the event that we're disconnected, [PII]?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] OK, thank you. Let's see if I can.
[AGENT][NEUTRAL] And the father's name?
[CUSTOMER][NEUTRAL] Um, let me see if I can find his name. Mom was with them too. Mom is [PII].
[CUSTOMER][NEUTRAL] Uh, let me see if he gave us information.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] She had the policy when it.
[CUSTOMER][NEUTRAL] And I have 3 1889.
[AGENT][POSITIVE] That's perfect. That's great. Thank you. Um, the information that I have on this, it looks like your policy number.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Is 01.
[AGENT][NEUTRAL] 82
[AGENT][NEUTRAL] 8906.
[AGENT][NEUTRAL] Now this is a secondary or gap insurance. It's meant to pick up the deductible, co-payment or co-insurance from their major medical, um, such as urgent care.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so what the policy does, of course you'll file through their major medical first, but then what we will do is we will pick up the deductible, co-payment, or co-insurance up to $2000 per calendar year. That's just a verification of the benefits, not a guarantee of payment, but there is a $1500 deductible that must be met first.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um that has not been.
[CUSTOMER][NEUTRAL] OK, is this under dad or is this under the child themselves?
[AGENT][NEUTRAL] It's, it's under uh the father's name.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] OK, um, and then I just wanna make sure I have the right address to send it to, um, we do electronic claims, so the claims payer ID I have is 60801.
[AGENT][POSITIVE] That's right, yes.
[CUSTOMER][NEUTRAL] OK, and the PO box I have is um American Public Life Insurance Company [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Alright, OK, I will get all the information put in here and then we'll um we'll file with their primary first and then uh send it to you guys after.
[AGENT][POSITIVE] OK, thank you. Is there anything else at all that I can help with?
[CUSTOMER][POSITIVE] No, that was it thank you so much for your help today.
[AGENT][POSITIVE] OK, thanks for contacting UP have a.