AccountId: 011433970860
ContactId: ac70ce67-cf61-4798-9862-68a7b93a95d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264760 ms
Total Talk Time (AGENT): 115956 ms
Total Talk Time (CUSTOMER): 97256 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/ac70ce67-cf61-4798-9862-68a7b93a95d2_20250317T22:57_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, my son [PII] has insurance with you guys and he was, uh, he's right here with me, by the way, um, he was calling to do a coordination of benefits on his insurance coverage because he has secondary insurance through that.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Can I get the policy number for [PII], please, and I can look at coordination of benefits.
[CUSTOMER][NEUTRAL] 02536594
[AGENT][NEUTRAL] OK, let me pull up his policy.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me?
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] [PII] and the phone number is [PII].
[AGENT][NEUTRAL] OK, thank you sir and then can you please verify your street address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you [PII] I appreciate you verifying that for me. So with your policy there is no coordination of benefits, we just pay the claim based on how it's um sent in.
[AGENT][NEUTRAL] There's no primary or secondary with ours.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So then you don't need anything from my husband's insurance too, so like we need to get, he's got a bill that needs to be covered, but my husband's insurance denied it because they wanted to know if he had other insurance.
[CUSTOMER][NEUTRAL] And that's so we need to get this sent to them first or to uh get your information sent to them first I guess.
[CUSTOMER][NEUTRAL] To the uh medical.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] With us it's either way because we we just file based on how or we just pay based on how the claim is sent in so you'll just need to file a claim with us.
[AGENT][NEUTRAL] Uh, have the insurance company send the claim to us.
[AGENT][NEUTRAL] I'm sorry, not the insurance company, the, uh, facility.
[AGENT][NEUTRAL] Where you're you're having the procedures where you're going to the dentist at, have them file a claim with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and this is the medical too, right?
[AGENT][NEUTRAL] No, ma'am. I'm just looking at the dental insurance. um, that was the policy number you gave me.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEGATIVE] OK, there's another card then I've got the wrong.
[AGENT][NEUTRAL] All right. And then uh
[AGENT][NEUTRAL] OK, just let me look, uh, see I can see all of his policies here.
[CUSTOMER][POSITIVE] Oh perfect.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] So with this hospital indemnity plan there's no coordination of benefits there either it's the same situation where you just file the claim and then we pay based on how the policy is written.
[CUSTOMER][NEUTRAL] OK, and the medical provider will be to send you, send you the bill and then you do what you gotta do with it or whatever, right?
[AGENT][NEUTRAL] Right, they can file the claim for him.
[CUSTOMER][NEUTRAL] Or do we need to OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, I think that'll do for now.
[AGENT][POSITIVE] OK well I hope you guys have a wonderful night and thank you for calling APL.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome