AccountId: 011433970860
ContactId: 2f802d42-6055-4692-bb9d-21f090d14125
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125620 ms
Total Talk Time (AGENT): 68636 ms
Total Talk Time (CUSTOMER): 43963 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/2f802d42-6055-4692-bb9d-21f090d14125_20250617T19:45_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh hi. I need to verify eligibility for a patient.
[AGENT][POSITIVE] I can help with all
[CUSTOMER][NEUTRAL] In the ER.
[AGENT][NEUTRAL] I can help with eligibility and with whom am I speaking, please?
[CUSTOMER][NEUTRAL] I, I cannot hear you very good. I don't know why.
[AGENT][NEUTRAL] Yeah, I'm sorry, I can't hear you very well either. Um, my name is [PII]. I'm with American Public Life. Thank you for contacting us. Did, did you say that you needed help with pardon?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh eligibility, yes, as a gap insurance, yeah.
[AGENT][NEUTRAL] OK, and I'm sorry, I didn't, I didn't catch your name, please.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] [PII]. OK, thank you. And uh what is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] 02640086.
[AGENT][NEUTRAL] Thank you. The patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII], and the date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I do appreciate that. The policy went into effect on [PII]. It is active. So for this type of policy, or excuse me, for the ER, what we would do is we would pick up the deductible, co-payment or co-insurance for that type of service up to $4500 per calendar year. That is just a verification of the benefits, not a guarantee of payments.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] And uh as we are a secondary insurance, you would file through their their primary insurance first and then through us.
[AGENT][NEUTRAL] Is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] May I have a reference number for this call, please? So your name?
[AGENT][NEUTRAL] My name is, yes, my name is [PII]. The first [PII]. We'll use that today's date as our reference.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, thanks for contacting AP have again.