AccountId: 011433970860
ContactId: 47287bd4-d355-4d34-837a-3a8dd944fed7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108879 ms
Total Talk Time (AGENT): 51418 ms
Total Talk Time (CUSTOMER): 48268 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/47287bd4-d355-4d34-837a-3a8dd944fed7_20250317T15:46_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. Last name initial [PII]. I'm calling in regards to this patient to get their outpatient hospital benefits of the year.
[AGENT][NEUTRAL] I can help with outpatient benefits with whom, uh, with the, I'm sorry, what is the policy number, please, and the insured's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, it is right now, [PII]. Date of birth, I'm sorry, no. It's [PII]. Date of birth [PII]. And the ID number is 0170.
[CUSTOMER][NEUTRAL] 1827 ML and the number 8.
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I appreciate that. Thank you. It looks like his policy went into effect on [PII]. It is current. Now you mentioned outpatient benefits.
[AGENT][NEUTRAL] This is a secondary or gap insurance. It's meant to pick up the deductible, co-payment or co-insurance for his major medical and for outpatient services, we will do that up to $5000 per calendar year. That is just a verification of those benefits, not a guarantee of payment, and it doesn't look like Mr. [PII] has used any of his benefits at all, so it looks like that's all going to be available.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for that, [PII]. So it is the 5000 still remaining. Can I have the reference number for this call, please?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that in today's date as a reference. [PII], is there anything else at all that I may help with?
[CUSTOMER][POSITIVE] Uh no, that's gonna be it. Thank you so much.
[AGENT][POSITIVE] OK, thanks for contacting ATO have a.