AccountId: 011433970860
ContactId: 3a317cd7-4f12-4dbe-8532-32ad80a26eef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109580 ms
Total Talk Time (AGENT): 59806 ms
Total Talk Time (CUSTOMER): 43258 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/3a317cd7-4f12-4dbe-8532-32ad80a26eef_20250611T12:45_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, I'm [PII]. We're the provider. OK, patient eligibility and benefits, please.
[AGENT][NEUTRAL] OK, [PII], I can certainly help with all of your benefits. And what is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] 02509905
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] I appreciate that thank you. If I could just have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you very much. His policy went into effect on [PII]. It is active. You mentioned benefits. Now the policy, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Outpatient, please.
[AGENT][NEUTRAL] Uh, the patients, uh, excuse me, the outpatients, uh, benefits for the secondary or gap insurance is $750 per calendar day. That's just a verification of benefits, not a guarantee of payment, but it is a per calendar day benefit, so it renews each and every day. Anything else I can help with?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Yes, and this is the group named Onatti Framing Gallery Corp.
[AGENT][NEUTRAL] Uh, let me see, so it's, uh, group number is 80073. Just let me see here. Excuse me just a moment.
[CUSTOMER][NEUTRAL] 80 I'm sorry I can't hear you. 80073.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, and it is the Oate Framing Gallery Corporation.
[CUSTOMER][NEUTRAL] And what was
[CUSTOMER][NEUTRAL] OK, and he's a subscriber, correct, [PII]?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] And this is our medling policy, correct?
[AGENT][POSITIVE] That's right, yes.
[CUSTOMER][POSITIVE] All right thank you take care.
[AGENT][POSITIVE] OK, thanks for contacting ATO have a very good day. Thank you.