AccountId: 011433970860
ContactId: f29854d7-f256-4853-a16f-78334359f7e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283600 ms
Total Talk Time (AGENT): 132909 ms
Total Talk Time (CUSTOMER): 105501 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/f29854d7-f256-4853-a16f-78334359f7e5_20250429T19:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I think I have um an account with y'all or at least I used to, so I want to verify that I still do have it.
[CUSTOMER][NEUTRAL] And then find out a few details if possible.
[AGENT][POSITIVE] I'm sure I can assist you with your benefits. Um, first, can I get your name again and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, my name is [PII] and my number is [PII].
[AGENT][POSITIVE] OK. Thank you, [PII], um, yeah.
[CUSTOMER][NEUTRAL] And I have my policy number.
[AGENT][NEUTRAL] OK. What's your policy number, please?
[CUSTOMER][NEUTRAL] 02260002
[AGENT][NEUTRAL] OK. Please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] Um, date of birth is [PII] and mailing address is [PII].
[AGENT][NEUTRAL] And please, OK, I'm showing that you don't have an email address on file. Would you like to add one?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's [PII].
[AGENT][NEUTRAL] Ninja. OK OK, OK. I'm, I say [PII].
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I've added your email.
[AGENT][NEUTRAL] Yes, ma'am. I'm showing that the effective date on your policy was [PII] and your policy is still active. And yeah, this is a policy for secondary gap insurance. Um, is there a particular benefit that you need to verify or?
[CUSTOMER][NEUTRAL] Well, I, um, was seen in the emergency room back in March and it just occurred to me when I got the bill that, that I might be able to use this APL policy. And so I didn't know, does it cover things like emergency room visits?
[AGENT][NEUTRAL] Um, yes, ma'am. It covers inpatient and outpatient, uh, services such as ER visits. Um, there is a $100 deductible that needs to be met first, but after the $100 deductible is met, we cover up to $2000 per calendar year for outpatient benefits, including ER visits.
[CUSTOMER][NEUTRAL] OK, so what do I need to do? Do I need to call the hospital and give them uh APL account number and they will start processing that or do I need to give you any more information?
[AGENT][NEUTRAL] Um, well, the hospital, the provider normally files a claim. So yes, what you'll do is give them a call, give them our phone number and your policy number, and just let them know that um you have secondary gap insurance so they can call us to verify your benefits and to see how to file a claim if they're not familiar with us. But what they'll do is um send us the EOB from your primary insurance company, so we'll know how much to pay.
[AGENT][NEUTRAL] Because we, like I said, we cover the portion that the primary carrier doesn't cover up to 2000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and should I give them this number that I that I just used to call?
[AGENT][NEUTRAL] Yes, ma'am. Give them the phone number, [PII] number and your policy number.
[CUSTOMER][POSITIVE] OK all right thank you I appreciate your help.
[AGENT][POSITIVE] Oh, no problem. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Um, no, how long does the process usually take once they.
[CUSTOMER][NEUTRAL] Once I give them the number, I mean, I know it's dependent somewhat on them, but once they contact y'all, is it pretty quick that you determine coverage?
[AGENT][NEUTRAL] Um, yes, ma'am. I'm showing that your coverage was active and yes, once we receive the claim from them, um, allow us about 7 to 10 business days to get the claim processed once we receive it from them.
[CUSTOMER][POSITIVE] OK, great. Thank you.
[AGENT][POSITIVE] OK. I thank you again, [PII], for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Mm thank you.