AccountId: 011433970860
ContactId: 3af5a8aa-8416-48c0-8e41-7c7aea31a68d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299239 ms
Total Talk Time (AGENT): 116960 ms
Total Talk Time (CUSTOMER): 109320 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/3af5a8aa-8416-48c0-8e41-7c7aea31a68d_20250129T15:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello. Hi, [PII]. This is calling from Boca Junior Hospital. I'm calling to verify um coverage on a patient, please.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits. um, can you give me your name again please, ma'am?
[CUSTOMER][NEUTRAL] Yes, [PII], it's [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK. That will be [PII].
[AGENT][NEUTRAL] Thank you and then what is the patient's name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, and then what is uh [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] And the policy number, please?
[CUSTOMER][NEUTRAL] Um, 1791896.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, I am showing that this policy from um Ms. [PII] is lapsed. It's no longer active. It lapsed on [PII]. I'm checking though to see if she has an active policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She does have an active policy. Let me give you that policy number.
[CUSTOMER][POSITIVE] Got it, thank you.
[AGENT][NEUTRAL] You're welcome. It's 255-45, yes, 4596.
[CUSTOMER][NEUTRAL] 55
[CUSTOMER][NEUTRAL] 45962554596.
[AGENT][NEUTRAL] Yes, that's correct, and this is a.
[CUSTOMER][POSITIVE] Perfect and that one is.
[AGENT][NEUTRAL] Yes, it is active effective [PII].
[CUSTOMER][POSITIVE] OK, perfect. Let me put that note here.
[CUSTOMER][NEUTRAL] And what was your name again? Sorry.
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the effective date.
[AGENT][NEUTRAL] The effective date is [PII].
[AGENT][NEUTRAL] And it's active
[CUSTOMER][POSITIVE] Perfect. And um so what, what, what is it that you guys cover the benefits?
[AGENT][NEUTRAL] Yes, this is just to verify her coverage. It's not a guarantee of payment. This is a supplemental insurance policy. It's billed secondary to the primary.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] It helps with deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She has an inpatient benefit amount of $1500 per calendar year and then she also has an outpatient benefit amount and that is.
[AGENT][NEUTRAL] Let me look real quick.
[AGENT][NEUTRAL] Per calendar day benefit of $500.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Mhm. OK. So she's coming in for a, a PET scan on the [PII]. And her second, um, her primary, um, she has a 50% co-insurance with her primary. So, um, will you, we will bill you guys first.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Then if you guys don't cover it, then the, yeah, after this, after the primary covers what they have to cover, then we'll bill you guys, whatever you guys' cover, then we'll bill her.
[AGENT][NEUTRAL] No, we're billed 2nd.
[AGENT][NEUTRAL] Right, yeah, yeah.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Got it perfect so.
[CUSTOMER][POSITIVE] Perfect. All righty. And your reference number for me?
[AGENT][NEUTRAL] Yes ma'am, you can use my name it's [PII] in today's date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's about it. Thank you so much, miss.
[AGENT][POSITIVE] You're very welcome. You have a good rest of your week. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you have a good one bye bye you too.
[AGENT][NEUTRAL] Bye-bye.