AccountId: 011433970860
ContactId: 37040b3f-b4e9-4b11-a7a9-0b2009fcb0a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204100 ms
Total Talk Time (AGENT): 98624 ms
Total Talk Time (CUSTOMER): 74427 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/37040b3f-b4e9-4b11-a7a9-0b2009fcb0a8_20250314T15:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, uh, how are you? It's [PII] from Kate Hospital. I was calling you guys because I have, we have a patient for Monday. She's, she's scheduled for procedure here, so we need to know if this gap covers the procedure.
[AGENT][NEUTRAL] Sure we could take a look at those benefits um what was your name? I'm sorry?
[CUSTOMER][NEUTRAL] [PII] last name initial is [PII]
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Got you. And then, um, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Got it, thank you. uh do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, of course, for outpatient benefit.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's gonna be 023.
[CUSTOMER][NEUTRAL] 639-52.
[CUSTOMER][NEUTRAL] MLA.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the patient please?
[CUSTOMER][NEUTRAL] The date of birth?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] What, what, what, what did you say?
[AGENT][NEUTRAL] Um, could you give me the name and date of birth for the patient?
[CUSTOMER][NEUTRAL] The name, the name is [PII].
[AGENT][NEUTRAL] Do you have the date of birth?
[CUSTOMER][NEUTRAL] And the day of birth is.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that, [PII]. So this policy is active. Effective date was [PII]. And so as this is a secondary uh medical policy, it is designed to help with co-pay, deductible and co-insurance after major medical pays. Uh and then give me a moment, I'll get those outpatient benefits up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And of course I will let you know verification of coverage is not a guarantee of payment for claims, so their outpatient benefit is $7000 max per calendar year. If you'll give me one moment I'll see if any of that has been used.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so none has been used so far this year. Uh, [PII] does have that full benefit amount.
[CUSTOMER][POSITIVE] OK perfect so.
[CUSTOMER][NEUTRAL] Your name, the reference number of this call.
[AGENT][NEUTRAL] Reference number would just be my first name, last initial and today's date and so my name is spelled, yes, it's [PII] Was there anything else I could help you with [PII]?
[CUSTOMER][NEUTRAL] OK, what is your name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][NEUTRAL] OK sorry, [PII]
[AGENT][NEUTRAL] Yes, uh, so [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did you finish with that?
[CUSTOMER][NEUTRAL] Sorry, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] And my last initial is [PII]
[CUSTOMER][NEUTRAL] Hey, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] On today's day, no?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Was there anything else I could help you with?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] Have a good night bye.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Yeah.