AccountId: 011433970860
ContactId: 27c331fd-7167-4dbb-959f-162c1fa9c5fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124800 ms
Total Talk Time (AGENT): 73865 ms
Total Talk Time (CUSTOMER): 32970 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/2025/04/11/27c331fd-7167-4dbb-959f-162c1fa9c5fc_20250411T17:37_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], my name is [PII]. I'm calling to check benefits um and eligibility on a mutual patient please.
[AGENT][NEUTRAL] I can certainly help with eligibility and benefits and remaining what is that policy number please that we're looking at?
[CUSTOMER][NEUTRAL] 179.
[CUSTOMER][NEUTRAL] 1896.
[AGENT][NEUTRAL] Thank you. The patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now, this is a secondary or gap insurance that they get through their employer, and whenever they renew as a group, they get a new policy number. So that new number, which went into effect on [PII] is 02.
[AGENT][NEUTRAL] 55
[AGENT][NEUTRAL] 4596.
[AGENT][NEUTRAL] That's the new policy number. It went into effect on [PII]. It is active.
[AGENT][NEUTRAL] Now, this policy has in and out of uh in and out of hospital benefits. Um, is there anything in particular that we're looking at?
[CUSTOMER][NEUTRAL] Um, no, no, just, um, outpatient services.
[AGENT][NEUTRAL] OK. So the policy will, um,
[AGENT][NEUTRAL] Pick up the deductible, co-payment or co-insurance.
[AGENT][NEUTRAL] For outpatient hospital services, up to $500 per calendar day. That is just a verification of the benefits, not a guarantee of payment, but that um renews each and every calendar day.
[CUSTOMER][NEUTRAL] OK, perfect. OK, that's it that's all I needed to know is there a reference number for our call today?
[AGENT][POSITIVE] Yes, my name is [PII]. The first letter of my last name is [PII]. We'll use that in today's date as a reference, and there's nothing else I can help with, and thank you for contacting APL. We're very good.