AccountId: 011433970860
ContactId: 98b496bf-7994-4ba5-b2a8-f7da44aedd4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202559 ms
Total Talk Time (AGENT): 109598 ms
Total Talk Time (CUSTOMER): 77674 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/98b496bf-7994-4ba5-b2a8-f7da44aedd4e_20250220T15:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. With whom am I speaking and how may I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I'm going to see, I'm going to see these people. I'm going to get my, uh, other work done. I need a mom, and I'm gonna take all the information with me for them to fill out so y'all can get the information back to y'all like you said, the paper y'all send me to fill out for the uh.
[AGENT][NEUTRAL] What can I help you with? Mhm.
[CUSTOMER][NEUTRAL] I guess the doctors or whatever.
[CUSTOMER][NEUTRAL] I forget what it was, but
[AGENT][NEUTRAL] The list of the list of treating physicians for, uh-huh, what's your policy number?
[CUSTOMER][NEUTRAL] 256-603-0
[AGENT][NEUTRAL] And what's a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. All right. So, yeah, you're gonna take that to the doctor's office with you today so you can get that filled out. That's what you're saying.
[CUSTOMER][NEUTRAL] Not tomorrow. I, I go tomorrow.
[AGENT][NEUTRAL] Tomorrow, OK.
[CUSTOMER][POSITIVE] Yeah, I'm gonna take it to tomorrow and get them to fill it out and send it back over to y'all, and that'll be another 14 days I help y'all again.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it takes us up to 15 business days from the date that we receive it to process.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. And verify your date of birth for me and your mailing address.
[CUSTOMER][POSITIVE] Uh, thank you.
[CUSTOMER][NEUTRAL] [PII], I mean [PII] uh [PII].
[AGENT][NEUTRAL] OK, and what is your email address?
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and is there anything else I can help you with today? Was that all you needed just to let us know you want us to know that you're gonna have that filled out um on tomorrow at your visit, right?
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Uh-huh, let them, let them fax it back to y'all. Yes, ma'am.
[AGENT][NEUTRAL] OK, sounds good. OK, well, alright, well if there's nothing else I can, uh huh, go ahead.
[CUSTOMER][NEUTRAL] I think I wanna ask you a question.
[CUSTOMER][NEUTRAL] So, I think somebody says uh.
[CUSTOMER][NEUTRAL] Like if I go end up in the hospital for a couple of days, they pay like $100 a day or something like that there.
[AGENT][NEUTRAL] Let's take a look and see.
[CUSTOMER][NEUTRAL] A one time $10.
[AGENT][NEUTRAL] Let's see here. Let me see what the benefit is for if you have that one moment.
[AGENT][NEUTRAL] Alright.
[AGENT][POSITIVE] Thank you for your patience. One moment.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So yes, you have a daily, yeah, you have a daily hospital benefit and as long as it's for, you're, you're admitted for the uh cancer, you know, diagnosis, then yes, that benefit is $100 per day. Mhm.
[CUSTOMER][NEUTRAL] Yeah, see the hospital care.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK then.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah, I see that. OK. And then the surgery is 15.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 100 per person.
[AGENT][NEUTRAL] No, that's not how that goes. That's the max amount that will be allowed for surgery. That is based off when we receive the, the, the bill with the procedure code. It only reimburse usual and customary, up to $15,000 for that particular surgery. So it does not mean you're gonna get $15,000. The usual and customary, it could, they could have billed $5000 but the usual and customary could be $234 and that, that's what the reimbursement would be, OK?
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Yes, ma'am. So y'all should have all the information tomorrow. Yes, ma'am.
[AGENT][NEUTRAL] Alright.
[AGENT][POSITIVE] Yes, you're, you're welcome, sir. All right. Thank you for calling ATL, Mr. [PII]. Take care. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You too, ma'am.
[AGENT][POSITIVE] Uh-huh, thank you.