AccountId: 011433970860
ContactId: 3fec2409-ae8e-4355-8597-56e53ad2a22f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142270 ms
Total Talk Time (AGENT): 57368 ms
Total Talk Time (CUSTOMER): 49344 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/3fec2409-ae8e-4355-8597-56e53ad2a22f_20250509T19:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to see if I can get um I guess benefits.
[AGENT][NEUTRAL] OK, with the provider's office?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK. Can I have your name and your callback number?
[CUSTOMER][NEUTRAL] It's [PII]. The callback number is [PII].
[AGENT][NEUTRAL] And then which provider are you with?
[CUSTOMER][NEUTRAL] Uh, Valley Baptist Medical Center.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes ma'am I do um it's 02488864.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] Well, it looks like this policy is active and effective. 51-2024. Will this be for outpatient benefits?
[CUSTOMER][NEUTRAL] It would be for inpatient. The patient was admitted for a dog bite.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, this is not a guarantee of payment. It's a basic outline of the policy. Let me get that pulled up, one moment.
[CUSTOMER][POSITIVE] Mhm thank you.
[AGENT][NEUTRAL] Um, so this is a secondary gap policy it'll process or it'll pay up to 2550 per person per calendar year.
[CUSTOMER][NEUTRAL] OK dokey, has anything been used?
[AGENT][NEUTRAL] Uh, nothing's been used.
[CUSTOMER][NEUTRAL] OK, 0, so you said 550, right?
[AGENT][NEUTRAL] 2550.
[CUSTOMER][NEUTRAL] And and that's up to.
[AGENT][NEUTRAL] Up to, yes.
[CUSTOMER][NEUTRAL] Do you we need to submit an authorization or?
[AGENT][NEUTRAL] No, it's, it's secondary. So once primary processes the claim, whatever's left over, um, just submit the primary EOB and we pay up to that 2550.
[CUSTOMER][NEUTRAL] Secondary, yeah.
[CUSTOMER][NEUTRAL] OK [PII], do you have a reference number?
[AGENT][NEUTRAL] That's my name, [PII], first initials to last name, [PII], and today's date.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][POSITIVE] Thank you [PII] thank you so much for your help you have a great weekend.
[AGENT][POSITIVE] Thank you for calling ATL. You as well. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.