AccountId: 011433970860
ContactId: 3fcd08b1-fe57-4cbd-a0c5-19546b578564
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233669 ms
Total Talk Time (AGENT): 94256 ms
Total Talk Time (CUSTOMER): 75323 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/3fcd08b1-fe57-4cbd-a0c5-19546b578564_20250502T17:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, good afternoon, [PII]. My name is [PII]. I'm calling from Homestead Hospital. I'm trying to verify benefits for a patient, please.
[AGENT][POSITIVE] OK, I can help you with benefits for patients. And can I please get your name again, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, Miss [PII], um, what is your callback number just in case the call is dropped.
[CUSTOMER][NEUTRAL] Yes, um, [PII] option one.
[AGENT][NEUTRAL] OK, thank you. And then may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, yes, the patient is [PII]. Um, date of birth [PII]. Um, policy number I have is 01611892 M as in Mary, L as in love, 8.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] Alright, I do show that [PII] does have an active policy. His effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify his benefits. It's not a guarantee of payment. He has a supplement.
[AGENT][NEUTRAL] dental policy that
[AGENT][NEUTRAL] With deductible, co-pay and co-insurance.
[AGENT][NEUTRAL] He has an inpatient benefit amount per calendar year of $2500 and then he also has an outpatient benefit amount per calendar year of $1500.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so I'm sorry, so for outpatient because he's coming into outpatient hospital, um, he has coverage of what is it? 1500?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, it helps with deductible, co-pay, or co-insurance.
[CUSTOMER][NEUTRAL] OK, perfect, of 1500 no authorization is required with you guys, right?
[AGENT][NEUTRAL] No, ma'am, because it's not the primary.
[CUSTOMER][NEUTRAL] OK. Um, has he used anything of that 1500 for outpatients?
[AGENT][NEUTRAL] Let me check for you real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] He has not used anything for the year [PII].
[CUSTOMER][NEUTRAL] I'm sorry, you said he hasn't used anything? I'm sorry, it was like static. I couldn't hear.
[AGENT][NEUTRAL] I'm sorry, um, for the year of [PII], nothing has been used for [PII].
[CUSTOMER][NEUTRAL] OK, perfect. Um, all right. So he's active as of [PII]. Um, you guys cover supplemental insurance that cover primary policy, um, co-insurance coverage deductible, and $1500 to be used, nothing has been used. Um, can I just get a call reference number then, please, um, [PII]?
[AGENT][NEUTRAL] Yes ma'am you can use my name and.
[CUSTOMER][NEUTRAL] OK, alright, is it, is it [PII]?
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][POSITIVE] Alright perfect um OK perfect thank you so much for your help. I really appreciate it have a wonderful day and enjoy your weekend.
[AGENT][POSITIVE] You, you too, Miss [PII]. Thank you and you have a nice weekend also. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you, bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.