AccountId: 011433970860
ContactId: 1f8db303-13bc-4fcc-b798-e480f890d8e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151360 ms
Total Talk Time (AGENT): 83139 ms
Total Talk Time (CUSTOMER): 41901 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/1f8db303-13bc-4fcc-b798-e480f890d8e6_20250508T19:46_UTC.wav
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[AGENT][POSITIVE] Thank you for coming to me.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I, I can't hear you.
[AGENT][NEUTRAL] OK, can you hear me now?
[CUSTOMER][NEUTRAL] Just barely.
[AGENT][NEUTRAL] OK. OK. Well, thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] at the Carolina Hand Center. I need to get a benefit for a patient.
[AGENT][NEUTRAL] I can help with benefits. OK. What is that policy number, please?
[CUSTOMER][NEUTRAL] 02595671
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The policy went into effect, OK, on [PII], it is active.
[AGENT][NEUTRAL] Now, the policy picks up the deductible, co-payment or co-insurance from the major medical, and so for treatment within a physician's office, we will pick up the deductible, co-payment or co-insurance from the major medical up to $500 per calendar day. That's just a verification of the benefits, not a guarantee of payment. Is there anything in particular that I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] This is for an outpatient surgery at an ambulatory surgery center for the surgeon.
[AGENT][NEUTRAL] Yes, what we would do is we would pick up the deductible, co-payment or co-insurance up to $500 per calendar day, and that's the maximum that it will pay per calendar day, um, for outpatient services.
[AGENT][NEUTRAL] And again, that's just the verification, not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK, and what about authorization? Is it required?
[AGENT][NEUTRAL] Authorization is not required for this policy.
[CUSTOMER][NEUTRAL] OK, and your name again?
[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][POSITIVE] No, that's it. Thank you for your help.
[AGENT][POSITIVE] OK, thank you for contacting APR. Have a very good day. Thank you.