AccountId: 011433970860
ContactId: 18901c3e-0d16-47a7-94e4-34e8c1086227
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152500 ms
Total Talk Time (AGENT): 93970 ms
Total Talk Time (CUSTOMER): 41013 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/18901c3e-0d16-47a7-94e4-34e8c1086227_20250618T20:07_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm calling from a facility. I'm just trying to verify patients eligibility and benefits for upcoming services, please.
[AGENT][NEUTRAL] I can help with eligibility and benefits. [PII], what's the policy number we're looking at today?
[CUSTOMER][NEUTRAL] I have 02013249.
[AGENT][NEUTRAL] Thank you. The patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. This is a secondary or gap insurance with both in and out of hospital benefits, um, as well as treatment within the physician's office. Would you like to know about the inpatient benefits or the outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient please.
[AGENT][NEUTRAL] We will pick up the deductible co-payment or co-insurance up to $7000 per calendar year. That is just a verification benefit, not a guarantee of payment. [PII] has only used $90 of those benefits for this calendar year, so she's got quite a lot of benefits left over. Now is there anything else that I can tell you about the policy, where to send your claim or anything else?
[CUSTOMER][NEUTRAL] Yes, can I, yes, can I get timely filing, uh, payer ID and claims mailing address, please?
[AGENT][NEUTRAL] Yes, there's no timely filing on the secondary or gap insurance. Our, um, mailing mailing address is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], that is in [PII] City, [PII]. My zip code is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] A payer ID and I don't know the data that you already 60801. We also have an online service center at [PII], uh, that is probably the fastest way to submit a claim to us if you would be interested in that.
[CUSTOMER][NEUTRAL] OK, and I'm sorry, can you repeat the payer ID for me one more time? I apologize.
[AGENT][NEUTRAL] It's certainly it's 60801.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] OK awesome and then uh would you be able to provide a call reference number by chance?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first [PII] is [PII]. We'll use that today's date as our.
[AGENT][NEUTRAL] Is there anything else at all that may help you?
[CUSTOMER][POSITIVE] OK great.
[CUSTOMER][POSITIVE] No, that was it. Thank you so much for your time.
[AGENT][POSITIVE] Thanks for contacting AT have a.