AccountId: 011433970860
ContactId: 14c3d4f0-eb1c-460d-893d-27b0fbb86451
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182699 ms
Total Talk Time (AGENT): 77926 ms
Total Talk Time (CUSTOMER): 67045 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/14c3d4f0-eb1c-460d-893d-27b0fbb86451_20250418T19:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, my name is [PII]. I'm calling to check eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with both eligibility and benefits. Can I please get your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] OK, um, so the call back number [PII].
[CUSTOMER][NEUTRAL] And the facility HCA Health [PII].
[AGENT][NEUTRAL] OK, thank you very much. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Uh, so the name is [PII] or [PII].
[CUSTOMER][NEUTRAL] Um, date of birth [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02573210.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that Ms. [PII] does have an active policy with us and the effective date of her policy is [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. This is a supplemental insurance policy that helps with deductible, co-pay and co-insurance. She has an inpatient calendar year benefit amount of $5000 and an outpatient calendar year benefit amount of $1000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so and since it's a supplemental policy, that means authorization not needed, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Just to confirm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] And is there like a specific network this plan is under?
[AGENT][NEUTRAL] No, ma'am. It just, um, is billed secondary to the primary. So when you guys send in your claim, you'll need to send the EOB from the primary insurance also.
[CUSTOMER][NEUTRAL] Or no?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good, thank you very much for your help.
[AGENT][POSITIVE] You're so welcome. Is there anything else I can help you with before we go, Ms. [PII]?
[CUSTOMER][POSITIVE] Uh, no, that would be it, thank you.
[AGENT][POSITIVE] You're welcome. You have a wonderful [PII] and thank you for calling ATL.
[CUSTOMER][POSITIVE] You too thank you so much.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Mhm bye bye.