AccountId: 011433970860
ContactId: e7e8ef2b-8854-4c1f-b8da-044ab7523f5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205880 ms
Total Talk Time (AGENT): 103292 ms
Total Talk Time (CUSTOMER): 58500 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/e7e8ef2b-8854-4c1f-b8da-044ab7523f5b_20250620T19:49_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for contacting ATM. My name is [PII] to help you.
[CUSTOMER][NEGATIVE] Yeah, I, it's very muffled. I can't really hear you.
[AGENT][NEUTRAL] Yeah, I'm sorry, I can't hear you either. Um, my name is [PII]. I'm with American Public Life. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I just wanted to find out, can you look me up and see if uh blood work is covered under gap for me?
[AGENT][NEUTRAL] Yes, I certainly can. What is your policy number, please?
[CUSTOMER][NEUTRAL] Um, hold on, I just had it out. I don't know why I put it away, silly me, um.
[CUSTOMER][NEUTRAL] OK, so it is.
[CUSTOMER][NEUTRAL] 02583032
[AGENT][NEUTRAL] Thank you. If I could verify your name, and date of birth, and a phone number, please, while I'm looking this up.
[CUSTOMER][NEUTRAL] [PII], uh, phone number is [PII] and I forgot what the third question was.
[AGENT][NEUTRAL] Oh, just your phone number, please.
[CUSTOMER][NEUTRAL] [PII] yeah I gave that [PII].
[AGENT][NEUTRAL] Right. Um, yes, so the policy went into effect on [PII]. It is active. Now, the blood work will be covered whether you have that done in a physician's office or in an outpatient hospital setting.
[AGENT][NEUTRAL] Now, what we will do is we will pay up to $500 per pound a day, and that, and that will pay for the deductible, co-payment or co-insurance that would normally be due from your major medical.
[AGENT][NEUTRAL] But it doesn't matter whether you go into the hospital to have that blood work done or in your um CCP's office. Uh, it, it will be covered up to that $500.
[AGENT][NEUTRAL] Um, then.
[CUSTOMER][NEUTRAL] Can you, can you see if Quest Insurance has submitted any claims for me?
[AGENT][NEUTRAL] For uh labs, yes, of course, um, and what, uh, what, um.
[AGENT][NEUTRAL] Uh, data service should I be looking for?
[CUSTOMER][NEUTRAL] Oh, I don't know, it would just be in the past two months.
[AGENT][NEUTRAL] In the past few months, OK, yes, let's look at that. Let's see.
[AGENT][NEUTRAL] Just checking.
[AGENT][NEUTRAL] I'm going all the way back to March, um, so we'll just see that, yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] No, I don't show that they have, so, um, your policy does cover, uh, independent labs as well. So if they tell you that they have submitted it and we've denied it, uh, that's they may be thinking of another policy, we have never gotten anything from, so we will be on the lookout for that and now that we know that it's gonna happen, but, um.
[AGENT][NEUTRAL] But yes, the lab work and the things like that from Quest Diagnostics, it will be uh covered. It's just that they have to go ahead and send it on into us and they haven't done.
[CUSTOMER][NEUTRAL] OK, yeah I gotta call them because I don't remember if I actually gave them my card so I have to call them and see if they can resubmit um so all right, very good, thank you.
[AGENT][POSITIVE] OK, if there's nothing else I can help with, and thank you for contacting ATL. You have a very good day.