AccountId: 011433970860
ContactId: 0bf17876-15e9-4b94-96cf-651a476948d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280519 ms
Total Talk Time (AGENT): 122657 ms
Total Talk Time (CUSTOMER): 113925 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/0bf17876-15e9-4b94-96cf-651a476948d5_20250509T16:00_UTC.wav
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[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes, hello. Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm sorry, it's a little hard to hear you.
[AGENT][NEUTRAL] Yeah, I'm sorry, it's hard to hear you too. Um, my name is [PII]. I'm with ATL. How can I help you?
[CUSTOMER][NEUTRAL] OK, that's better. OK, my name is [PII]. We're the provider on patient eligibility and benefits.
[AGENT][NEUTRAL] I can talk about eligibility benefits, and I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, sorry, I'm sorry. It sounds kind of like you're in a tunnel. [PII], what's that policy number, please?
[CUSTOMER][NEGATIVE] We've been having problems with the phone. I don't know what's going on.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] No it's OK. The, the policy, you want the policy number, [PII]?
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] What is the
[AGENT][POSITIVE] Yes, oh yes, please.
[CUSTOMER][NEUTRAL] OK, it's OK, hold on one second, it's loading.
[CUSTOMER][NEUTRAL] Hold on one second, it's loading.
[CUSTOMER][NEUTRAL] Everything's loaded 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on, everything's loading.
[CUSTOMER][NEUTRAL] OK, sorry, everything is loading 1 2nd.
[CUSTOMER][NEUTRAL] Yeah, we use Cisco Jabber to talk on the phone and all this morning Cisco Jabber, which has been uh.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] No, it's to give us a hard time. It's just like oh yeah yeah.
[AGENT][POSITIVE] Oh, I'm sorry to hear that.
[CUSTOMER][NEUTRAL] No, it's OK it's fine.
[CUSTOMER][NEUTRAL] It's just it's always it's always something.
[CUSTOMER][NEUTRAL] OK, 3, OK. Um, OK, 02473480?
[AGENT][NEUTRAL] OK, thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] I do appreciate that. Thank you. Is there any way I could get a callback number from you just in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now, you mentioned uh the eligibility. The policy went into effect on [PII]. It is active.
[AGENT][NEUTRAL] This secondary insurance, it's secondary or gap insurance has benefits, uh, for inpatient hospital, outpatient hospital, um, doctor's office, um, cancer treatment, durable medical. Is there anything in particular, [PII], I can tell you?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Does she have
[CUSTOMER][NEUTRAL] Does he have for, does she have her outpatient like diagnostic coverage?
[AGENT][NEUTRAL] Yes, absolutely. We'll pick up the deductible, co-payment or co-insurance up to $1500 per day. Now that's, um, per per day every single day renews every single day, and that's $1500 and that's just a verification because it's not a guarantee of payment, but that's exactly what this policy is for that type of service. So, um, yes, we certainly do have coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, perfect. So, OK, perfect. So she does, she does have an outpatient diagnostic coverage?
[AGENT][NEUTRAL] Absolutely, yes, yes, it's at $1500 per calendar day. And again, I just have to say it's just a guarantee of payment, uh just just a guarantee of benefits I'm guarantee of payment.
[CUSTOMER][NEUTRAL] Alright, per
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, and she's a subscriber, right? [PII]?
[AGENT][NEUTRAL] Uh, yes, yes, she is.
[CUSTOMER][NEUTRAL] OK, does she have a group name?
[AGENT][NEUTRAL] Uh, the group, let's see, let me give you the, the group number, by the way, is 80052, and the group name, see if I can get that for you.
[AGENT][NEUTRAL] Is um Med cloud depot so it's MED.
[AGENT][NEUTRAL] C L O U D depot, like a, like a train.
[CUSTOMER][NEUTRAL] LLC.
[AGENT][POSITIVE] Uh, that's correct, yes.
[CUSTOMER][POSITIVE] Thank you. OK.
[CUSTOMER][POSITIVE] Perfect. So it's gonna be your name [PII], and the reference number is your name and today's date.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] That's correct, yeah.
[CUSTOMER][POSITIVE] Alright thanks [PII]. I hope I I hope you have a nice weekend and happy Mother's Day if you're if you're a mom happy Mother's Day.
[AGENT][POSITIVE] OK, well thank you for contacting us well.
[AGENT][POSITIVE] Oh, well, thank you very much, [PII]. You have a very good weekend too. Thank you for contacting ATL.
[CUSTOMER][POSITIVE] Thank