AccountId: 011433970860
ContactId: e3d3f009-28f7-4cab-b0ae-bf609205d935
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301089 ms
Total Talk Time (AGENT): 104374 ms
Total Talk Time (CUSTOMER): 165842 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/e3d3f009-28f7-4cab-b0ae-bf609205d935_20250430T12:19_UTC.wav
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[AGENT][NEUTRAL] Calling ATL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I am trying to get some information for my husband. Um, he has coverage. I don't know his policy number, and he's having an upcoming surgery, and I just kinda wanted to find out how it works and what the benefits are exactly, because I don't have any idea.
[AGENT][NEUTRAL] OK, are you on the policy?
[CUSTOMER][NEUTRAL] Um, well.
[AGENT][NEUTRAL] Cause we'll need to get his permission to speak with you if you're not.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] You can check. I mean, it's a maybe. I, I, I don't know. I don't think so. I don't know.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK. Do you have the policy number?
[CUSTOMER][NEUTRAL] I don't. I have his name and the name of his company.
[AGENT][NEUTRAL] Can you spell the first and last name?
[CUSTOMER][NEUTRAL] Like it wouldn't be on my regular insurance, right? It wouldn't be my regular insurance card, correct? It'd be a different card?
[AGENT][NEUTRAL] I have no idea. Just give me his spell his first and last name and let me see what we can find for him.
[CUSTOMER][NEUTRAL] Sure, it's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's a good phone number for you?
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][NEUTRAL] OK, and what's your first name?
[CUSTOMER][NEUTRAL] My name is [PII] I'm his wife.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] And what type of policy does he have?
[CUSTOMER][NEUTRAL] I say, uh, supposedly has a short-term disability.
[AGENT][NEUTRAL] Not
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the mailing address?
[CUSTOMER][NEUTRAL] Mm, the mailing address I guess with my mailing address or his office?
[AGENT][NEUTRAL] His.
[AGENT][NEUTRAL] The personal billing address.
[CUSTOMER][NEUTRAL] Personal mailing address is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] OK, so he is the only one on the policy, so is he going out on disability? Because this is just if he goes out on disability.
[CUSTOMER][NEUTRAL] He's having
[CUSTOMER][NEUTRAL] He's having a surgery next week. And they told me I should check into it because we pay for this. And I'm like, OK. So, I'm just trying to see what the benefits are. I, I haven't filed anything. He hasn't I know there's a form that his doctor has to fill out. I have that, but it doesn't say anything about the benefits. So that's really what I'm just trying to find out what is, how does, you know, what are the benefits? What, what do we even have? I don't even know.
[AGENT][NEUTRAL] So we first need to determine the policy. So the policies that he has, he has an accident policy, a critical illness policy, a disability policy, and a cancer policy. So is he going out on disability?
[CUSTOMER][NEUTRAL] Right, I remember that.
[CUSTOMER][NEUTRAL] He's gonna be out for at least 6 weeks is what the surgeon told us. Yes.
[AGENT][NEUTRAL] OK, so I'm asking because I don't see a policy for for medical services.
[CUSTOMER][NEUTRAL] So I
[AGENT][NEUTRAL] Disability just basically uh considers a benefit for him while he is out, like after the surgery.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct, exactly.
[CUSTOMER][NEUTRAL] Yes, that's what I'm calling about. We have insurance for the surgery. I'm not calling about that. I'm talking about after.
[AGENT][NEUTRAL] While he's out on disability, that's what I'm trying to confirm to make sure that we have the right policy.
[CUSTOMER][NEUTRAL] And we did this when he it was just with a different company.
[CUSTOMER][NEUTRAL] Yes, he
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, he would be out on disability, yes, after the surgery.
[AGENT][NEUTRAL] OK, so to provide any additional information we'll need to get his permission to speak with you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And provide the information.
[CUSTOMER][NEUTRAL] OK. So do I just.
[CUSTOMER][NEUTRAL] OK, you can't even tell me like just in general, what does, what is the policy we have cover? Like, and I remember them giving this information, but this was years ago. We've not had to use it. I mean, does it pay part of his check, some of his check?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Because you're not on the policy, we'll have to get his permission to speak with you, [PII].
[AGENT][NEUTRAL] So is there any way you can call him?
[CUSTOMER][NEUTRAL] OK, OK, so I just have him.
[CUSTOMER][NEUTRAL] I can call him while he's driving and see if he can call this this this number.
[AGENT][NEUTRAL] Oh, he's
[AGENT][NEUTRAL] Yeah, sure, [PII] and um select option 2.
[CUSTOMER][NEUTRAL] He's, he's he's still working.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] OK. I'm just, I'm not even sure it's worth filing for it if it's not, that's what I don't even know what we pay for. I don't know what the benefits are. So I didn't know if it was even worth giving the form to the doctor, to the surgeon. But I'll have him call. That's fine.
[AGENT][NEUTRAL] Yeah, well, there's a
[AGENT][NEUTRAL] OK. All right. Any other questions?
[CUSTOMER][POSITIVE] No, thanks a lot for your help. I appreciate it.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Uh, you too, bye bye.