AccountId: 011433970860
ContactId: 0ead638d-2865-47b4-bf39-5d58009896f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164470 ms
Total Talk Time (AGENT): 70864 ms
Total Talk Time (CUSTOMER): 63389 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/0ead638d-2865-47b4-bf39-5d58009896f6_20250411T16:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Henry Ford Health and I'm calling to see if uh patients coverage is still active.
[AGENT][NEUTRAL] I'm sure [PII] I can assist you with coverage. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Policy number, oh, let me pull the card back up here.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Is 00945121.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII], I'm not sure. Um, date of birth is [PII].
[AGENT][NEUTRAL] OK, and thank you 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 I'm showing that it's still active.
[CUSTOMER][NEUTRAL] OK, and is this just a like a supplemental type plan?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, ma'am. It's secondary gap insurance. What we do is cover the copay, the co-insurance, and the deductible. After the primary insurance processes the claim for covered services. Um, what type of service is this for?
[CUSTOMER][NEUTRAL] It's for uh specialty appointment.
[AGENT][NEUTRAL] Oh, it's for an office visit.
[CUSTOMER][NEUTRAL] With a specialist.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. And actually, office visits are not covered under this policy. I'm only showing coverage for inpatient and outpatient hospital.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right well I will update that.
[AGENT][NEUTRAL] And is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] I'm here.
[CUSTOMER][NEUTRAL] Uh, no, that is it. Is there a reference number for this call?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date for the reference number. My name is [PII], um it's spelled [PII] Last initial is [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] All right then, thank you so much, [PII]. You have a great rest of your day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] OK.