AccountId: 011433970860
ContactId: 2b5dec44-9941-43e7-9795-f3e315e46924
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171919 ms
Total Talk Time (AGENT): 79805 ms
Total Talk Time (CUSTOMER): 66050 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/2b5dec44-9941-43e7-9795-f3e315e46924_20250127T20:14_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, [PII]. My name is [PII]. I was needing to verify benefits and eligibility on a patient.
[AGENT][NEUTRAL] I can help with eligibility and benefits. What is that policy number, [PII]?
[CUSTOMER][NEUTRAL] 1424283
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, let me get to their date of birth.
[CUSTOMER][NEUTRAL] Their date of birth is [PII]. Their name is [PII].
[AGENT][POSITIVE] Thank you, I appreciate that. Is there a callback number I can have in the event?
[CUSTOMER][NEUTRAL] [PII] hold on [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Their policy went into effect on [PII]. It is active. Now, this is a secondary or gap insurance and what we do is we pick up the deductible, co-payment or co-insurance for in and out of hospital visits, as well as physician's office. Is there anything in uh anything in particular that I can help with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, we were just trying to.
[CUSTOMER][NEUTRAL] I think they are coming in for.
[CUSTOMER][NEUTRAL] Let me look.
[CUSTOMER][NEUTRAL] A hemorrhoidectomy?
[CUSTOMER][NEUTRAL] And um,
[CUSTOMER][NEUTRAL] We were gonna charge him a co-insurance and he's told us that he had this insurance so we were just checking benefits to make sure that he wasn't gonna owe anything.
[AGENT][NEUTRAL] Yes, um, for 2.
[CUSTOMER][NEUTRAL] I'm sorry, I didn't hear you.
[AGENT][NEUTRAL] Yeah, sure, um, for a physician's office.
[AGENT][NEUTRAL] Um, we will pay up to $25 for 4 visits per calendar year.
[AGENT][NEUTRAL] Um, for an outpatient hospital, uh, service like the ER urgent care, that sort of thing $500 and that's just a verification benefits not a guarantee of payment. So this is a calendar year policy, so of course it just uh renewed all the benefits just renewed and nothing for the [PII] has been used.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's what I was needing to know.
[AGENT][POSITIVE] OK, if there's nothing else that I can help with, then thank you very much for contacting APL. You have a very good day.
[CUSTOMER][NEUTRAL] Do you have a call reference number [PII]?
[AGENT][POSITIVE] Oh, yes, absolutely. It's my name and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] Mhm, thanks for contacting AP have a good day.