AccountId: 011433970860
ContactId: 1d919609-20d7-4a84-8556-3cb4f9c8086d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207699 ms
Total Talk Time (AGENT): 105439 ms
Total Talk Time (CUSTOMER): 69938 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/1d919609-20d7-4a84-8556-3cb4f9c8086d_20250505T17:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For contacting my name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi good morning good afternoon. I'm so sorry it's very hard to hear you. Can you hear me?
[AGENT][POSITIVE] Yes, I'm sorry. Yes, I can. My name is [PII], and I'm the American public. How may I help you?
[CUSTOMER][NEUTRAL] Hi, it's still very hard to hear. I think you said your name is [PII]?
[AGENT][NEUTRAL] Yes, uh-huh, can you hear me a little bit better now?
[CUSTOMER][NEUTRAL] Uh, it sounds like I'm on speaker phone or you sound very far away.
[AGENT][NEUTRAL] Oh, I'm sorry. It might perhaps be my phone, this may be the best I can do, and I'm sorry, with whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII]. It's spelled [PII] Last name initial is [PII]
[AGENT][POSITIVE] OK. Yes, how may I help you?
[CUSTOMER][NEUTRAL] I was calling to obtain benefits for a patient's policy.
[AGENT][NEUTRAL] I can help with benefits. What is that policy number, please?
[CUSTOMER][NEUTRAL] Policy number I have is 60801.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I believe the plan is under her father's name, [PII].
[AGENT][NEUTRAL] OK. Uh let me see if I can't find it by the uh by spelling the name. How do you spell the last name, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm sorry, [PII]
[AGENT][POSITIVE] Thank you. And the first name?
[CUSTOMER][NEUTRAL] [PII]'s first name is [PII]
[AGENT][NEUTRAL] Thank you. And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] I appreciate that. Um, yes, if I could just have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much. It looks like their policy number is 256.
[AGENT][NEUTRAL] 3062. That went into effect on [PII].
[AGENT][NEUTRAL] Yeah, and it is active. Now this policy is a secondary or gap insurance and it picks up the deductible, co-payment or co-insurance from uh from the major medical for inpatient hospital or outpatient hospital.
[AGENT][NEUTRAL] And in durable, uh, excuse me, I'm sorry, uh, independent labs. So is there anything in particular that I could tell you about the policy, any particular benefits that we're looking at?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, what would be the outpatient benefits and if they've met anything towards that?
[AGENT][NEUTRAL] Yes, we'll pick up the deductible, co-payment, or co-insurance up to $2000 per calendar year. That is just a verification of the benefits, not a guaranteed payment, and it doesn't look like he's going to use any of those benefits at all. So it looks like it's all going to be available.
[AGENT][NEUTRAL] And so what you would do is you would file through their major medical first and then through us. Now, is there anything else that I can help you with? Would you like our mailing address or how to submit a claim online?
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] No, that's fine thank you so much. Do you have a reference number I can refer to?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as our reference.
[CUSTOMER][POSITIVE] OK [PII], thank you so much I hope you have a wonderful day.
[AGENT][POSITIVE] Thanks for contacting ATO