AccountId: 011433970860
ContactId: 9f281235-f81d-4055-8e59-994d3f93d8d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 568599 ms
Total Talk Time (AGENT): 185058 ms
Total Talk Time (CUSTOMER): 162600 ms
Interruptions: 3
Overall Sentiment: AGENT=1.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/9f281235-f81d-4055-8e59-994d3f93d8d5_20250106T14:48_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. Um, I'm calling because I just have a question. We, um, our company just, just got services with APL, and, um, we just got our, our card and we're wondering when let's say we go and we have to pay the deductible, do we pay it out of pocket and then get reimbursed or how does that work?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it depends on the policy, but I can go ahead and check and see. Um, do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, give me 1 2nd.
[CUSTOMER][NEUTRAL] Do you need the group number?
[AGENT][NEUTRAL] No, it's gonna be the policy certificate. It's gonna be in the bottom usually, um, it's gonna be inpatient or outpatient, sir. Just give me one of the two.
[CUSTOMER][NEUTRAL] OK, I'm gonna give you the one I'm looking at now for one of our employees. It's um the policy number is 025.
[CUSTOMER][NEUTRAL] 81902
[AGENT][NEUTRAL] OK, um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and my phone number is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And [PII], let me check and see. Bear with me just a second. Let me just pull the group number because you're calling on behalf of the group.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, what's the name of the group?
[CUSTOMER][NEUTRAL] Anatomy 1212 LLC.
[AGENT][NEUTRAL] OK. And um
[AGENT][NEUTRAL] You don't have a, a policy with us? Because I see you're using somebody else's.
[CUSTOMER][NEUTRAL] Yeah, I, I don't, um, but I'm the finance and benefits manager, so um.
[AGENT][NEUTRAL] You don't, OK.
[CUSTOMER][NEUTRAL] I put this, I worked with the broker to put this together.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the person um I give you the policy number of that's, that's uh one of the owners and he's the one that's asking.
[AGENT][NEUTRAL] OK, so you're calling from the broker's office?
[AGENT][NEUTRAL] Or the, from the, from anatomy. OK. All right. um.
[CUSTOMER][NEUTRAL] No, I'm calling from anatomy.
[AGENT][NEUTRAL] OK, I can answer this as a general question because I don't see you listed.
[AGENT][NEUTRAL] Yeah, and then the policy that you're providing me is not your policy, so for security, um, reasons we cannot release information based on the policy so I can answer this as a general question, um, as a general question, Mr. [PII], um, the secondary policies that we offer.
[AGENT][NEUTRAL] Um, the deductible is paid with that, um, so either they can present the card at the time of service, so they can, the provider can send in the claim and we can just pay that deductible, or they can pay out of pocket and send the claim, the member can pay out of pocket and send the claim over for a reimbursement so that they can use it either or either they can send a claim for reimbursement or they can use the card at the time of service for the provider to submit the claim.
[CUSTOMER][NEUTRAL] OK, um, is there any way you can connect me with uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], uh, let me see if she's.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me send her a message. Um, bear with me just a second to see if she can take the call. OK, do you mind holding for me?
[CUSTOMER][POSITIVE] OK, sure, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][POSITIVE] Hi, [PII]. How are you? Good morning.
[CUSTOMER][POSITIVE] Hey, I'm good. How are you?
[AGENT][NEUTRAL] Yeah, I'm good, I'm good, thank you. Um, yeah, I have Ms. uh [PII], um, and I checked the group, but I didn't see her name and then she gave me a policy number, but you know, I didn't see her name on the group, so I wasn't able to give her like direct information. I did give her like general information about her question, but she was calling about how to use the, the policy, like how to the secondary works, but then she asked for you. So, yeah.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] So like
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but her contact number just in case you get disconnected, is [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, got you. OK.
[AGENT][NEUTRAL] OK. So I didn't really verify much because I didn't see her listed at all, OK? So I just got the name of the company.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. All right. Well, here she comes. Have a good day. You're welcome. Thank you. Thank you for holding and being patient for you, Mr. [PII]. I got Miss [PII] on the line. She's gonna assist you from here.
[CUSTOMER][NEUTRAL] Right, OK. Yeah.
[CUSTOMER][POSITIVE] Thank you, you too.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi, Mr. [PII].
[CUSTOMER][NEUTRAL] Hi, is this uh [PII]? It is, yes, ma'am. Yes, ma'am. Yes, hi. Um, I was communicating with you through email. Um, I'm calling from Anatomy, Anatomy 1212 LLC.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So, um, I was just calling right now because our boss, uh, [PII] had a question about, um, he logged into his account and he sees that it, it, it's asking his bank account info so he's wondering if that's because.
[CUSTOMER][NEUTRAL] In case of using the gap, would he have to pay out of pocket and then get reimbursed to his bank account, or what is the reason for his bank account?
[CUSTOMER][NEUTRAL] No, it's, uh, now if this is when he logs online it's asking for that.
[CUSTOMER][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] Um, you said, and let me just, uh, look at the.