AccountId: 011433970860
ContactId: 349dedbc-32bd-434f-bf2b-2ce276d3f284
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151300 ms
Total Talk Time (AGENT): 88141 ms
Total Talk Time (CUSTOMER): 42016 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/349dedbc-32bd-434f-bf2b-2ce276d3f284_20250213T19:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from the Midtown Women's Center to get outpatient benefits for a member.
[AGENT][POSITIVE] Yeah, I could check out patient benefits for you. Uh, can I get a good call back number from you first, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then uh do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's 01659534 M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] Thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy actually terminated [PII]. If you'll give me one moment, I'll see if they have one that's active. It might just be a different policy number.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, they do have one that is active. uh, let me know when you're ready and I'll give you that policy number.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it is 0250.
[AGENT][NEUTRAL] 2551.
[CUSTOMER][NEUTRAL] It's 025025551?
[AGENT][POSITIVE] That's correct, yes, and this one's effective date.
[CUSTOMER][NEUTRAL] Does it have ML8? Sorry, or no, it's just that number.
[AGENT][NEUTRAL] That's fine. No, no, no, that's perfectly fine. Yeah, that's fine, um, so this one's the effective date was [PII], um, and then of course this is a secondary medical policy. It is designed to help with co-pay, deductible and co-insurance after major medical pays, and then of course I will let you know verification of coverage is not a guarantee of payment for claims. The outpatient benefit is $2500 max per calendar year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you'll give me one moment I'll see if any of that has been used.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, none has been used so far this year.
[CUSTOMER][NEUTRAL] OK, OK perfect and then can I just have your name again please and a reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] No, that'll be all thank you for your help.
[AGENT][POSITIVE] OK, yeah, thanks for calling [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.