AccountId: 011433970860
ContactId: 92956823-80a1-4dc7-9fd9-f72dedf319c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228380 ms
Total Talk Time (AGENT): 100198 ms
Total Talk Time (CUSTOMER): 91891 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/92956823-80a1-4dc7-9fd9-f72dedf319c9_20250506T13:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning sir. This is [PII]. Um, I have an APL card and I wanna know if this is still valid.
[AGENT][POSITIVE] OK, I'm happy to check on that. What's the policy number that you have?
[CUSTOMER][NEUTRAL] Is it the payer ID number?
[AGENT][NEUTRAL] Uh, it wouldn't be payer ID. Do you see anything that says like in hospital number or certificate?
[CUSTOMER][NEUTRAL] Yes, I, there's in hospital and outpatient benefit certificate number. I have two numbers there.
[AGENT][NEUTRAL] OK, you can give me either one of those.
[CUSTOMER][NEUTRAL] OK, I'll give you the in hospitals benefit certification number 0247.
[CUSTOMER][NEUTRAL] 321 3
[CUSTOMER][NEUTRAL] And the letters M as in Michael, L as in Larry, and the number 7.
[AGENT][NEUTRAL] Right
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then if I could just verify your date of birth and address, please.
[CUSTOMER][NEUTRAL] Yes, [PII] and the address is 3.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 333 25
[AGENT][NEUTRAL] Thank you, [PII]. All right. So, the plan is active and so you can use it. It's your secondary plan. So this will cover anything um as far as your deductible or co-pay or co-insurance that your primary does not.
[CUSTOMER][POSITIVE] That's good because I have, I'm, I'm going to a surgery this coming Friday.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh I'm pretty sure that uh not all of it is gonna be covered. So what uh can I use this for whatever is not covered?
[AGENT][NEUTRAL] Yeah, so are you going to be, are you gonna be inpatient in the hospital?
[CUSTOMER][NEUTRAL] It's possible.
[CUSTOMER][NEUTRAL] Um, it's an outpatient.
[AGENT][NEUTRAL] It's outpatient? OK.
[AGENT][NEUTRAL] So your outpatient benefits on your plan are a max of $300 per calendar day.
[AGENT][NEUTRAL] So the most it's gonna cover from the primary is 300 a calendar day.
[CUSTOMER][NEUTRAL] But that's if I am hospitalized or anything like that, right?
[AGENT][NEUTRAL] Right, so for the surgery. So my recommendation would be provide the hospital and provider your insurance card for your primary insurance and then let them know that you have this as a secondary insurance.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's all I can uh do I guess yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, so just let them know to bill your primary and then bill us and then anything remaining at that point, they should be able to advise you on, but you shouldn't have to to pay anything out of pocket until they bill both insurances.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] OK, if anything, I have a, uh, an Ameri flex, uh, flexible spending account which I could probably.
[CUSTOMER][NEUTRAL] Is that I need to call them to find out uh if I can do that.
[CUSTOMER][POSITIVE] OK, I think I got the information that I needed from you.
[AGENT][POSITIVE] All right, sounds good. Thanks for calling APL.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][POSITIVE] Thank thank you very much. OK.
[AGENT][NEUTRAL] Bye bye.