AccountId: 011433970860
ContactId: 32865f10-9546-41c1-b438-5f01a5edfef4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167839 ms
Total Talk Time (AGENT): 97806 ms
Total Talk Time (CUSTOMER): 58111 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/32865f10-9546-41c1-b438-5f01a5edfef4_20250220T15:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, trying to verify benefits for a patient, please.
[AGENT][POSITIVE] Sure, I could take benefits for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] I have it as 02230050 M as in Mike L as in Larry, the number 8.
[AGENT][NEUTRAL] Alright, thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] I have [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, or were we need need to check uh outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, please, patient is coming for outpatient ultrasound.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you. Alrighty, and of course I will let you know verification of coverage is not a guarantee of payment for claims, so their outpatient benefit is on a per calendar day basis, so it pays up to $750 per calendar day.
[CUSTOMER][NEUTRAL] Per calendar OK and you say they cover deductible copay that's what you were saying, right?
[AGENT][NEUTRAL] Right, as long as they're major medical pays, uh, it is designed to help with uh co-pay, deductible and co-insurance.
[CUSTOMER][POSITIVE] OK, thank you so much and this is considered like a gap?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Um, it's secondary medical.
[CUSTOMER][NEUTRAL] Cedric Secondary Medical. OK, thank you. Alright, and, and it's called American Public Life?
[AGENT][NEUTRAL] Right. Mhm.
[AGENT][POSITIVE] Correct, yes ma'am.
[CUSTOMER][NEUTRAL] OK, alright, and what PO box are we billing to please?
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII] and I've also got a fax number and a payer ID if you'd like.
[CUSTOMER][POSITIVE] OK thanks.
[CUSTOMER][POSITIVE] No, that's OK thank you so much and your first name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Alright, any reference number for the call, [PII]?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh, so my last initial is [PII] Was there anything else I could help you with [PII]? Correct.
[CUSTOMER][POSITIVE] [PII]. No, that is it. Thank you so much. You have a wonderful day.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] OK thanks bye bye