AccountId: 011433970860
ContactId: 08133bc6-829f-4e31-9949-675949fa5ba5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102239 ms
Total Talk Time (AGENT): 56953 ms
Total Talk Time (CUSTOMER): 42729 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/08133bc6-829f-4e31-9949-675949fa5ba5_20250210T14:07_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. I'm calling from Nicholas Children's Hospital. Um, calling to verify benefits for a patient.
[AGENT][NEUTRAL] I can help with benefits, and I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] Oh [PII].
[AGENT][NEUTRAL] Oh I was thinking.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Great. Um, what's that policy number, please?
[CUSTOMER][NEUTRAL] 02462245.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. Um, I do need a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Uh, first of all, his policy went into effect on [PII]. It is active. Now, for the benefits, what we will do is, um, we will pick up the deductible, co-payment or co-insurance for in and out of hospital settings, as well as treatment within a physician's office. Now, our outpatient benefits are $750 per calendar day. Our inpatient benefits are 7 or $2000 per occasion. This is just a verification, not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But if we are looking for outpatient benefits, it's per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and um, are the bills sent to the [PII]?
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] That is correct, yes. Yeah, so you'll file through your, the major medical first and then uh to uh right.
[CUSTOMER][POSITIVE] Right then through the right as a gap OK perfect thank you have a nice day.
[AGENT][POSITIVE] OK, there's nothing else I can help with. Thanks for contacting AT. Have a good.