AccountId: 011433970860
ContactId: edfc84e6-af00-4625-baef-08e124f02035
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249919 ms
Total Talk Time (AGENT): 133578 ms
Total Talk Time (CUSTOMER): 120327 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/edfc84e6-af00-4625-baef-08e124f02035_20250522T19:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, thank you, Ms. [PII]. Uh, I just made an appointment for my husband for an MRI and um at the beginning of the, uh, he's a teacher at a school. He had also signed up with the school for supplemental, uh, plan, um, and when I was making the appointment for the MRI, I gave them all the information and they couldn't populate it, uh, to be part of, you know, he has regular health insurance, but
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I wanted to include this supplemental and it wouldn't go through the supplemental would not go through, so I don't know what I was doing wrong.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, well, I will begin by we can definitely get that pulled up, um, make sure that that is all the correct information, that it's all good, um, but I will say it really does depend on the providers or or wherever you go, sometimes they just won't accept this kind of insurance, but that doesn't mean that you won't be able to still file a claim or anything like that. Um, so first we'll go ahead and get that pulled up and make sure that all of that is correct. Um, what was your name please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] I'm also on the plan as his spouse.
[AGENT][NEUTRAL] OK, and what was your last name, [PII]?
[CUSTOMER][NEUTRAL] It's spelled [PII].
[AGENT][POSITIVE] OK thank you and then uh can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII], that's my number.
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I have uh it's on the card it says payer ID group number and there's also I was giving them the outpatient benefit certification number as well. OK, so which number do you want this? Oh, outpatient benefit OK 02506133 M as in Mary, L as in lady, and then the number 8.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's it.
[AGENT][NEUTRAL] That certification.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you and then just gonna verify some information really quick uh [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, uh, let's see, OK, and I appreciate you verifying all of that. Alright, so of course the policy is active and good um that is in fact the policy number and typically all providers need, um, I will say, uh, first, so he has not gone to this appointment yet, correct?
[CUSTOMER][NEUTRAL] No, no, he's already scheduled to go on uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I would give them a call and encourage them to give us a call that way of course y'all aren't playing middle man and going back and forth um we can simply talk to them, go over the information, how they can file that claim information with us um of course if they do that's just much easier for y'all if they don't, um, or if they just flat say they can't take it, um, then we can show you and tell you how you can get those claims filed so you can still get that money.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, alright, good, OK, that, that helps and then if I call them and they're willing to call you that is the same as the number on the card [PII]?
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Absolutely we talk to providers all the time we'd be happy to provide any sort of uh anything we can to clear up any possible confusion.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, and so and if they don't, and then we'll contact you to file our own claim and then uh you reimburse us for the I guess the copay amount.
[AGENT][POSITIVE] Right, so this is a secondary medical, um, it's designed to help with co-pay, deductible and co-insurance, um, so yeah, let's just so for the sake of not overloading with uh information, um, let's try this first because again that would just be much easier on y'all, um, and then if you need further assistance, definitely give us a call back and we'll help you out.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Great. OK. Thank you so much for your help.
[AGENT][POSITIVE] You are very welcome. Did you have any other questions for me at the moment?
[CUSTOMER][POSITIVE] No, not at all, thank you.
[AGENT][POSITIVE] All right. Thank you. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you too bye bye. Bye.
[AGENT][NEUTRAL] Bye-bye.