AccountId: 011433970860
ContactId: 207cbb2c-16e3-4f75-95b4-38e5c2af2c68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230820 ms
Total Talk Time (AGENT): 112866 ms
Total Talk Time (CUSTOMER): 79559 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/207cbb2c-16e3-4f75-95b4-38e5c2af2c68_20250106T20:36_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, I need to get benefits on the member.
[AGENT][POSITIVE] OK, yeah, I can check benefits for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] I do policy number is.
[CUSTOMER][NEUTRAL] Uh 01887584 M as in Mary, L as in Lima, the number 8.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is.
[CUSTOMER][NEUTRAL] Um, [PII]
[CUSTOMER][NEUTRAL] 72375.
[AGENT][POSITIVE] OK perfect thank you for verifying that [PII] uh so this.
[AGENT][NEUTRAL] Policy actually terminated uh [PII]. If you'll give me one moment, I'll see if they have one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And you, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, they do have one that's active um it is a different policy number though let me know when you're ready for that.
[CUSTOMER][NEUTRAL] Go right ahead.
[AGENT][NEUTRAL] OK, it is 02337100.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is there a group number?
[AGENT][NEUTRAL] And [PII] is the only insured on this policy.
[CUSTOMER][NEUTRAL] She is OK. Is there a good number for that for the policy?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, it is 232.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I'm sorry, you're cutting out 2329?
[AGENT][NEUTRAL] 23293.
[CUSTOMER][NEUTRAL] 293. OK. And how about the, the group name?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Give me one moment. OK, that group name is Prime Health Physicians LLC.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] So yeah we're trying to get the outpatient benefits um.
[CUSTOMER][NEUTRAL] Outpatient benefit testing.
[AGENT][NEUTRAL] OK, yeah, and of course I will let you know that uh verification of coverage is not a guarantee of payment for claims. Also, just so that you are aware um that this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[AGENT][NEUTRAL] So that outpatient benefit is $1000 max per calendar year.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] I don't believe any would have been used, but I can go ahead and double check that for you give me just a moment.
[CUSTOMER][POSITIVE] Perfect. Thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, yes, none has been used so far this year.
[CUSTOMER][NEUTRAL] OK, great. And if I can just get your name and a reference number for the call.
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. uh so my name is spelled [PII] last initial is.
[AGENT][NEUTRAL] And was there anything else I could help you with [PII]?
[CUSTOMER][NEUTRAL] I'm so sorry, can you repeat that for me? You said your first name is [PII]?
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] OK, got you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And last initial is [PII]
[CUSTOMER][NEUTRAL] And the first
[CUSTOMER][NEUTRAL] Hey, OK
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Sorry, a lot of A's, I know.
[CUSTOMER][POSITIVE] Thank you so much for.
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][POSITIVE] Yes, of course, thanks for calling APL. Hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You as well, love. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.