AccountId: 011433970860
ContactId: 3ab5c678-6630-435b-995c-21ec8e10fde2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167990 ms
Total Talk Time (AGENT): 85110 ms
Total Talk Time (CUSTOMER): 36061 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/3ab5c678-6630-435b-995c-21ec8e10fde2_20250113T16:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm calling to verify benefits.
[AGENT][NEUTRAL] OK, I can help you with benefits, sir. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] [PII].
[AGENT][NEUTRAL] OK, [PII]. Can you give me the patient's name, please?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and then what is the patient's policy number please sir?
[CUSTOMER][NEUTRAL] Patient's policy number is, give me one second.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] 02451543 ML 8.
[AGENT][NEUTRAL] OK, let me pull that policy in for you real quick.
[AGENT][NEUTRAL] OK, let me verify policy one more time with you. I might have missed a number.
[AGENT][NEUTRAL] 0245154 ML 8.
[CUSTOMER][NEUTRAL] After the 2nd 4 there's a 34 3M.
[AGENT][NEUTRAL] For 3 uh-huh, that was my culprit.
[AGENT][NEUTRAL] OK, I do show that the insured does have an active policy. Her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify coverage. It's not a guarantee of payment. She has a supplemental insurance policy, a gap policy that is secondary to the primary.
[AGENT][NEUTRAL] This policy helps with deductible, co-pay, or co-insurance.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] She has an inpatient benefit amount per calendar year of $2000 and an outpatient per calendar day benefit of $500.
[CUSTOMER][NEUTRAL] So let's say the primary was a $200 responsibility and it'll be covered through the through this insurance, right?
[AGENT][POSITIVE] Right, um, this insurance does help with the deductible co-pay or co-insurance.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Got you. Can I get your name and a reference number please?
[AGENT][NEUTRAL] Yes, my name is [PII] and you can use my name in today's date.
[CUSTOMER][POSITIVE] Thanks [PII] I appreciate it have a good rest of your day bye bye.