AccountId: 011433970860
ContactId: 04fe077b-1140-4b55-8b3c-99d54cbad53f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135320 ms
Total Talk Time (AGENT): 60921 ms
Total Talk Time (CUSTOMER): 60338 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/04fe077b-1140-4b55-8b3c-99d54cbad53f_20250217T18:35_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. I'm calling from Baptist Hospital in [PII] and I was wondering if you can assist me with a patient of ours to see if they're active with you.
[AGENT][POSITIVE] Yes, I can certainly help with that and with, I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. And what is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] I am the uh it's 02336092.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] I am showing [PII] and last name is [PII], and date of birth is [PII] I'm sorry, [PII].
[AGENT][NEUTRAL] Thank you. And is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Of course. Let me go ahead and give you my direct number. It's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. It looks like the policy went into effect on [PII]. It is active. Um, now this is a secondary gap insurance. Is there any particular benefit that I can help with?
[CUSTOMER][NEUTRAL] Um, benefit-wise, no. What I do need though is, um, the coverage amount and if they have used any of it.
[AGENT][NEUTRAL] OK, yes, for outpatient services, um, such as treatment within a physician's office, outpatient hospital, that sort of thing, it's $250 per, yeah, it's, it's $250 per calendar day. Um, that's just a verification of the benefits, but, and not a guarantee of payment, but it's each and every day. So it's not, um, that it's not uh accumulated. I mean that they get that amount each day.
[CUSTOMER][NEUTRAL] That would be it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Is oh, OK, perfect. So it's a 10 so it's 250 per day. Perfect.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] All [PII]. [PII], would you happen to have a, a reference number for me or can I just use your name as a reference?
[AGENT][NEUTRAL] It's gonna be my name and today's date, and the first letter of my last name begins with a [PII]
[CUSTOMER][POSITIVE] It's OK. Perfect. Thank you so very much for your help. I really appreciate it.
[AGENT][POSITIVE] Well, thank you for contacting APL. You have a very good day.