AccountId: 011433970860
ContactId: 4541742a-911f-4091-b373-1c5f5780f7c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147979 ms
Total Talk Time (AGENT): 87110 ms
Total Talk Time (CUSTOMER): 35282 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/4541742a-911f-4091-b373-1c5f5780f7c3_20250523T13:42_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 calling to check benefits for the patient.
[AGENT][NEUTRAL] I can help with benefits, and with whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah I see, yes, thank you. And what is that policy number that we're looking at, please?
[CUSTOMER][NEUTRAL] 02611373
[AGENT][POSITIVE] OK, I do appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] I appreciate that. Thank you. And I'm sorry, I forgot to ask, what is the insured's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] I appreciate that. Her policy went into effect on [PII] and it is active. Now, um, this is a secondary or gap insurance and it's meant to pick up the deductible, co-payment, or co-insurance for in and out of hospital settings. Is there anything in particular that I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] If they need um in the, if they have the copay, if they have a deductible, if they've met it.
[AGENT][NEUTRAL] Of course. So what we will do is we will pick up the deductible, co-payment or co-insurance for inpatient hospital up to $6500 or outpatient hospital for up to $6500. That's just a verification of this benefits, not a guarantee of payment.
[AGENT][NEUTRAL] We never require um uh approval prior approval because we are secondary, and it doesn't look like [PII] has used any of her benefits at all. So it looks like that entire amount is going to be available for her.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] And so what you'll do is you'll file through their primary.
[CUSTOMER][NEUTRAL] What was the entire amount?
[AGENT][NEUTRAL] It's $6500 and again, that's just a verification, not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK, can I just get a reference number for that please?
[AGENT][NEUTRAL] Yes, my name is [PII], and the first letter of my last name is [PII]. We're gonna use that today's date as our.
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, [PII]. Perfect. Thank you so much.
[AGENT][POSITIVE] OK, well thank you for contacting us have a good