AccountId: 011433970860
ContactId: 2acc89ac-6b08-4f24-906e-7a635e285b86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136139 ms
Total Talk Time (AGENT): 73730 ms
Total Talk Time (CUSTOMER): 48385 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/2acc89ac-6b08-4f24-906e-7a635e285b86_20250507T12:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I am calling from a provider's office and I was calling to obtain benefits for a patient.
[AGENT][POSITIVE] OK, I'm happy to check benefits for you today. Can I get their policy number?
[CUSTOMER][NEUTRAL] Yes, that number is 02496219.
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up.
[AGENT][NEUTRAL] And then for documentation, can I grab your first name?
[CUSTOMER][NEUTRAL] Sure, it's [PII], last initial is [PII].
[AGENT][POSITIVE] Thank you so much. Uh, patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is for [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date on here is [PII]. We are the members secondary insurance, so this will cover deductible, co-pay, and co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, well that's what I needed to know, um, so there's no deductible or cours or anything like that with this plan?
[AGENT][NEUTRAL] Correct, yeah, because we're the secondary. They do have a limit. It looks like they're outpatient benefits. I don't know if that's what they're being seen for.
[AGENT][NEUTRAL] Um, outpatient benefit, outpatient benefit max it looks like it's 250, and this is per occurrence, so that would be um,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] For what they're being seen for per treatment.
[CUSTOMER][NEUTRAL] OK, all right, and can I just get a reference number for our call today?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initials in today's date. My name again is [PII], which is [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.