AccountId: 011433970860
ContactId: cd6decc7-20d6-407a-ae9d-136510a22529
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 401440 ms
Total Talk Time (AGENT): 192114 ms
Total Talk Time (CUSTOMER): 115387 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/cd6decc7-20d6-407a-ae9d-136510a22529_20250507T22:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I am having surgery in 2 weeks and knee surgery, and I needed to see what my benefits would be as far as short-term disability and um or payments, whatever. And I can't find it on your website at all.
[AGENT][POSITIVE] OK, no worries, um, yes, I can get that policy up. This was for disability.
[CUSTOMER][NEUTRAL] Yeah, probably short term disability and also, um, I, I don't know I've looked so many things I think you guys call it cover like outpatient surgery or and stuff.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, that if you had a policy like that, it would be a different policy, but we can definitely get those pulled up and take a look at what you do have with us.
[AGENT][NEUTRAL] I'm so sorry, what was your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello? OK.
[AGENT][NEUTRAL] And I can't see, yes, I'm so sorry. I think there's a, a bit of a delay. Um, can I get a good call back number from you in case we're connected please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you happen to have a policy number?
[CUSTOMER][NEUTRAL] Do I have a what?
[AGENT][NEUTRAL] A policy number through us?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm let me see. I don't, I don't see one, no.
[AGENT][NEUTRAL] That's OK um I can also start using your social.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK. So that is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, [PII], I'm just gonna verify some information really. uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you for verifying that.
[AGENT][NEUTRAL] Alright, thank you. uh, one thing I need is the email address that we've got on file for you. Uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Yeah, [PII]. [PII].
[AGENT][POSITIVE] Perfect thank you so much for verifying all of that. OK, so you only have a policy with us, [PII], and it is a secondary medical policy. So in short it is designed to help with co-pay, deductible and co-insurance after your major medical pays. So with that, of course there's no, uh, short term or any disability um benefits with this policy. It is again geared more towards co-pay, deductible and co-insurance assistance.
[CUSTOMER][NEUTRAL] OK, so let me ask you this, I'm having surgery and I have to pay my full um.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Deductible, is that something you guys would help with?
[AGENT][NEUTRAL] Absolutely. That's what this policy uh is specifically designed to help with. So I imagine you said it was a knee surgery, so this is gonna be an outpatient surgery, correct?
[CUSTOMER][NEUTRAL] Right. And the surgeries, I have to my deductible before I have the surgery.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, OK, so for your policy.
[CUSTOMER][NEUTRAL] So I'll be staying out of pocket.
[AGENT][NEUTRAL] Right, um, so for this policy, your, um, benefits pay on a per occurrence basis. So what that means is, um, anything regarding this knee surgery, you know, so whether it's um.
[AGENT][NEUTRAL] The span of a few days, uh, something like that, but then, you know, hopefully nothing else happens, but if something else happens after that, that's completely a different occurrence and those benefits are separate. Does that make sense?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so for your, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] But so
[CUSTOMER][NEUTRAL] No, no, no, you go ahead.
[AGENT][NEUTRAL] That's OK. Alright, so the per occurrence, this policy pays up to $500 and that's co-pay deductible and co-insurance, and this policy doesn't have any out of pocket, so there's no deductibles or anything like that for this policy.
[CUSTOMER][NEUTRAL] Right, but my deductible is $5000 so I mean 500 is better than nothing.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] True.
[AGENT][NEUTRAL] I know it's crazy.
[CUSTOMER][NEUTRAL] OK, so that's all you guys would pay would be the $500.
[AGENT][NEUTRAL] Per occurrence, yes ma'am.
[CUSTOMER][NEUTRAL] Per occurrence. OK.
[CUSTOMER][NEUTRAL] All right, and you're not showing any short term disability?
[AGENT][NEUTRAL] No, the this is the only policy you have with us. If you do have a short term disability, I would get with your employer to see who that might be through.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] Of course did you have any other questions for me?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright well thanks for giving us a call, yeah, go ahead.
[CUSTOMER][NEUTRAL] Oh wait.
[CUSTOMER][NEUTRAL] Wait, I do have one more question. I'm sorry. I did have a couple of times I went to urgent care this year. You guys would cover that.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Yes, absolutely, yes ma'am. So I would say um that just going forward when you can any time you need any sort of medical treatment, uh, to give them this information as well um and I can go ahead and give you your policy number as well so you have that.
[CUSTOMER][NEUTRAL] $500.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you ready for it?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that is 02.
[AGENT][NEUTRAL] 55.
[AGENT][NEUTRAL] 33.
[AGENT][NEUTRAL] 90.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] All right yeah thank you I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks so much. Bye.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Well, it should at least give me.
[CUSTOMER][NEUTRAL] I should be able to get