AccountId: 011433970860
ContactId: b408320f-b473-4aaf-a1ac-9db4159fbc46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238460 ms
Total Talk Time (AGENT): 133791 ms
Total Talk Time (CUSTOMER): 77478 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/b408320f-b473-4aaf-a1ac-9db4159fbc46_20250219T22:07_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um, my husband received a some cards in the mail, um, through you all. We're trying to figure out what type of insurance is this and is it through his employer.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the cards, um, but yes, all of our policies are through the employer. I can definitely look into what type of policies y'all have. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Well, um, my name is not on the insurance, it's just his. You don't need my name?
[AGENT][NEUTRAL] Yes, just, just for the call who I'm speaking with.
[CUSTOMER][NEUTRAL] Oh, the chemo.
[AGENT][NEUTRAL] Thank you for that and [PII], on the card, do you see anywhere that says it should say in hospitals or outpatient policy certification number?
[CUSTOMER][NEUTRAL] Yes, this is policy er um certification number is 02563824.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you for that. And what's a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And let me see.
[AGENT][NEUTRAL] Is Mr. [PII] available just for me to verify with him and get permission to speak with you, because he's the only one on the policy.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Uh-huh. Yes, I'm right here.
[AGENT][NEUTRAL] Alright. Hi, Mr. [PII]. I just need to verify your date of birth, your mailing and email address.
[CUSTOMER][NEUTRAL] Uh, my date of birth is [PII], and you said what else?
[AGENT][NEUTRAL] Um, your mailing address and your email address.
[CUSTOMER][NEUTRAL] My mailing address is [PII], and my email is [PII].
[AGENT][NEUTRAL] Thank you for that and um are you giving me permission to speak with Mrs. [PII] on your behalf?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alrighty, well, thank you.
[CUSTOMER][NEUTRAL] OK, I don't still see my text just this one.
[AGENT][NEUTRAL] And Mrs. [PII], so this is a um Medlink supplemental insurance. So we pay towards the copay, deductible and co-insurance of covered charges after primary, which for this policy is Blue Cross Blue Shield.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So anytime y'all go, um, he goes to the doctor, anything medical, if he gives the Blue Cross Blue Shield card, um, just go ahead and give them our card too. That way they'll go ahead and bill primary and then they'll bill us directly after if they don't have our information, then you all will receive the bills.
[CUSTOMER][NEUTRAL] OK, we, if we receive the bill, do we send it to you all?
[AGENT][NEUTRAL] Um, you can do two things. So if you receive a bill, you can either call the provider and let them know, hey, I have this secondary insurance, this is my policy number, and then they can go ahead and bill us. Um, you might want to give them our phone number too just in case they want to verify benefits, um, and then they'll go ahead and bill us or you can file the claim on your own, whichever you prefer.
[CUSTOMER][NEUTRAL] OK, alright, and this is just for medical is not for.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] This is not for dental or is it for like dental also?
[AGENT][NEUTRAL] Now the primary may have dental benefits as well, but the secondary is only medical.
[CUSTOMER][NEUTRAL] OK, alright, we just want to make sure, um, you know what this was.
[CUSTOMER][NEUTRAL] So he can know exactly what to do.
[AGENT][NEUTRAL] Yes, ma'am. Well, all the information again provided was a verification of benefits, not a guarantee of payment. And was there anything else I could assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL. I hope you all have a great evening.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.