AccountId: 011433970860
ContactId: 3871b51e-fa71-4085-99ec-99f04fba9617
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150919 ms
Total Talk Time (AGENT): 81824 ms
Total Talk Time (CUSTOMER): 48184 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/3871b51e-fa71-4085-99ec-99f04fba9617_20250617T19:37_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from a provider's office, and I wanted to verify patients benefit.
[AGENT][NEUTRAL] I can certainly help with benefits. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] 02548967
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you very much. Is there a contact number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and my extension is [PII].
[AGENT][NEUTRAL] Thank you very much. It looks like the policy went into effect on [PII]. It is active. You mentioned benefits. Would you like the outpatient or inpatient benefits for the secondary gap insurance?
[CUSTOMER][NEUTRAL] Um, outpatient.
[AGENT][NEUTRAL] So what we will do is we will pick up the deductible, co-payment or co-insurance for outpatient services up to $1500 per calendar year.
[AGENT][NEUTRAL] That is just a verification of the benefits, not a guarantee of payment, and it looks like for the account of year [PII], [PII] hasn't used any of the benefits at all. Would you like to know where to submit your claim to? Is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] Um, um, I'm sorry, it's just I couldn't hear that clear. How much, how much do you guys cover per, um, upper calendar year?
[AGENT][NEUTRAL] $1500 per calendar year for outpatient services and it was uh that of course that's just a verification, not a guarantee of payment. It doesn't look like me because you've been here.
[CUSTOMER][NEUTRAL] Wait
[CUSTOMER][NEUTRAL] Well, I'm so sorry because I hear you really far from the phone and like I can't, I can't hear it that well.
[AGENT][NEUTRAL] OK, it's $1500 for.
[CUSTOMER][NEUTRAL] I don't know if you have me on speaker.
[AGENT][NEGATIVE] No, it's, I'm just having trouble with my phone. It's $1500 per calendar year.
[AGENT][NEUTRAL] 1500.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And none of that has been used for this year and of course, as I mentioned before, just a verification, not a guaranteed payment.
[CUSTOMER][NEUTRAL] OK, I, I just wanna make sure I heard you clearly, so it's gonna be 1500 per calendar year?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] OK, OK, I do hear right. Alright, and then, um, can I just get a reference number for the call?
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as a reference. Is there anything else at all I can help with?
[CUSTOMER][POSITIVE] Uh, no, that was it. Thank you so much.
[AGENT][POSITIVE] OK, well thank you for contacting AP have a good day.