AccountId: 011433970860
ContactId: 4755f857-4bf4-4b36-92ae-91f9ee4803f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143139 ms
Total Talk Time (AGENT): 72104 ms
Total Talk Time (CUSTOMER): 54696 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/4755f857-4bf4-4b36-92ae-91f9ee4803f5_20250418T13:18_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from AdventHealth. I'm calling to check on eligibility for a patient um presenting this as secondary insurance for their physical therapy.
[AGENT][NEUTRAL] OK, [PII], I can certainly help with uh that and um with the benefits, what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 02484751 M as in Mary.
[CUSTOMER][NEUTRAL] L
[CUSTOMER][NEUTRAL] L 8, I'm sorry.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], uh last name [PII] and date of birth [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and that's direct.
[AGENT][NEUTRAL] Thank you very much. It looks like the policy went into effect on [PII]. It is active. Now, our, this is a secondary or gap insurance and what we have is outpatient or inpatient benefits. The outpatient benefits, which would be used for physical therapy.
[AGENT][NEUTRAL] Um, we will pick up the deductible, co-payment of co-insurance up to $4000 per calendar year. That is just a verification of those benefits, not a guarantee of payment. And for the current year, [PII], she hasn't used any of those benefits, so you would file through their major medical first and then through us, but that is what we would pay for this.
[CUSTOMER][NEUTRAL] So her primary insurance is a Blue Cross Blue Shield, and she has a $90 co-pay. Do you pick that up?
[AGENT][NEUTRAL] Uh, yes, that's, that is what we're here for. That's, uh, that is what we do is we pick up that deductible, co-payment or co-insurance, uh, for things like physical therapy, outpatient hospital services, that sort of thing.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And we bill you directly, not the patient.
[AGENT][POSITIVE] Uh yes you can bill us directly, absolutely.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you. Is there a reference number for this call?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We'll use that today's date as a reference. Is there anything else at all that I may help with?
[CUSTOMER][POSITIVE] No, that was it. Thank you so much.
[AGENT][POSITIVE] Thanks for contacting AP have