AccountId: 011433970860
ContactId: 0d0bea60-ba92-4a4b-b5d6-2b1c1cccbd24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119400 ms
Total Talk Time (AGENT): 76378 ms
Total Talk Time (CUSTOMER): 32670 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/0d0bea60-ba92-4a4b-b5d6-2b1c1cccbd24_20250317T17:44_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey this is [PII] with doctor's care. um I was calling to check benefits for a patient.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. First, I'll need to go callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] It's 02282032.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It's for urgent care.
[AGENT][NEUTRAL] OK, thank you. Let's see. For urgent care, we cover up to $3000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim, but there is a $1000 deductible that needs to be met first.
[CUSTOMER][NEUTRAL] OK, so he has to have the a primary for it to pay off.
[AGENT][NEUTRAL] Well, this is secondary gap insurance. We cover the portion that goes towards the um co-pay, co-insurance or deductible after the primary insurance processes the claim. So yes, ma'am, he would have to have primary insurance.
[CUSTOMER][NEUTRAL] Do you have a right uh do you have anything of what he might have primary because he gave me United Healthcare, but it's coming back inactive.
[AGENT][NEUTRAL] Oh wow. No, ma'am. We don't keep that on file. Yeah.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[AGENT][NEUTRAL] Mhm. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] OK. Thank you again, [PII], for calling ATL. You have a great day. Bye.
[CUSTOMER][POSITIVE] You have a good day bye.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] This is