AccountId: 011433970860
ContactId: 18b3b971-3718-40d9-94b0-8532c3437c20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151820 ms
Total Talk Time (AGENT): 84455 ms
Total Talk Time (CUSTOMER): 45196 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/18b3b971-3718-40d9-94b0-8532c3437c20_20250207T13:10_UTC.wav
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[AGENT][NEUTRAL] Contacting UTL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling you from Mountana Medical Center. I'm calling to verify members eligibility and benefits.
[AGENT][NEUTRAL] I can help with eligibility and benefits [PII]. What is that policy number, please?
[CUSTOMER][NEUTRAL] 02519160.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Appreciate that. Thank you. The policy went into effect on [PII]. It is active. Now you mentioned wanting to know about benefits. Um, there are many, many benefits to this secondary or gap insurance. So are we looking for inpatient? Are we looking for outpatient services? Is there anything in particular I could tell you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Inpatient, the pat the she's here for maternity.
[AGENT][NEUTRAL] OK, so what we will do is we will pick up the deductible, co-payment or co-insurance up to $1650 per calendar year. Um, now that's, uh, just a verification of our benefits, not a guarantee of payment. Yes, uh-huh.
[CUSTOMER][NEUTRAL] What was
[CUSTOMER][NEUTRAL] Uh huh, what was the amount that you cover for the deductible and co-insurance?
[AGENT][NEUTRAL] Uh, it looks like it's $1650.
[AGENT][NEUTRAL] For calendar year.
[CUSTOMER][NEUTRAL] And what about the copay?
[AGENT][NEUTRAL] There's no co-pay. That's what we actually pick up. We pick up the deductible co-payment or insurance from major medical. And so that's uh it's what her secondary uh insurance, that's what we do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you said the effective date is [PII]?
[AGENT][NEUTRAL] That's correct, yes. The effective date on this is um August the, uh, excuse me just a moment, [PII].
[CUSTOMER][NEUTRAL] OK, what was your name?
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as a reference. Is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] Uh, no, that's fine, thank you, [PII].
[AGENT][POSITIVE] OK, thanks for contacting AP have a good day.