AccountId: 011433970860
ContactId: fdcdc9df-f09c-4a50-aff6-9e9a1a76f50e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184300 ms
Total Talk Time (AGENT): 58177 ms
Total Talk Time (CUSTOMER): 64565 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/fdcdc9df-f09c-4a50-aff6-9e9a1a76f50e_20250312T16:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], uh, my name is [PII].
[CUSTOMER][NEUTRAL] And I'm a new uh.
[CUSTOMER][NEUTRAL] New to your insurance, shall I say, and they're trying to set up a doctor's appointment and they're not wanting to accept this insurance, so I need some help.
[AGENT][NEUTRAL] OK, absolutely. um, what is the group number you're with?
[CUSTOMER][NEUTRAL] The group number is.
[CUSTOMER][NEUTRAL] 26946
[AGENT][NEUTRAL] 46. OK. And um what kind of insurance do you have? Is it gap insurance? Um, do you know by chance or I can look it up.
[CUSTOMER][NEUTRAL] Uh, that I don't know.
[AGENT][NEUTRAL] OK, let me put you on a brief hold, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I wonder if this is not the actual.
[CUSTOMER][NEUTRAL] Medical.
[CUSTOMER][NEUTRAL] If this is that gap insurance that I bought.
[CUSTOMER][NEUTRAL] What do you mean [PII].
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] The difference that a doctor charges and the insurance is willing to.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Hey, why are you crying? There's no need.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] OK, so, um, I did see that you do have a policy with us. Um, so what you'll have to do is once um the, the doctor's office does not have to um send or they don't have to file the claim um after you receive the, the bill, um, then you would file the claim with us. And, and this is GA Insurance, by the way.
[CUSTOMER][NEUTRAL] OK, and this is and this is the major medical insurance.
[AGENT][NEUTRAL] No, sir. So this is, um, we cover the gap between what major medical didn't cover and what you are supposed to cover.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I don't even have my major medical cards then, so we haven't even got to this point yet.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Well, I don't need you yet just then. OK. Well, listen, thank you so much.
[AGENT][NEUTRAL] Yeah, well, once you,
[AGENT][POSITIVE] Yeah absolutely have a great rest of your day.
[CUSTOMER][NEUTRAL] Alright, do the same goodbye.
[AGENT][NEUTRAL] All right bye bye.