AccountId: 011433970860
ContactId: 49abdcda-8c37-4f72-9bbd-5efc1f66525e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189940 ms
Total Talk Time (AGENT): 97616 ms
Total Talk Time (CUSTOMER): 54489 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/49abdcda-8c37-4f72-9bbd-5efc1f66525e_20250624T20:35_UTC.wav
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[AGENT][NEUTRAL] For contacting ATM. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling to verify benefits for a patient, please.
[AGENT][NEUTRAL] OK, I, I can certainly have the benefits. What is that policy number, please?
[CUSTOMER][NEUTRAL] 02581906
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnecting?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active.
[AGENT][NEUTRAL] This is a secondary or gap insurance that has both in and out of hospital benefits. Now, um, is there anything in particular that I could tell you about this, uh, about this policy?
[CUSTOMER][NEUTRAL] Uh, yes, she's coming in, um, for an office visit with the specialist, and I wanted to know if that will be covered and also she may need an ultrasound and I wanted to know if that will be covered as well.
[AGENT][NEUTRAL] The ultrasound will be covered up to $2000 per calendar year. That's just a verification of benefits, not a game to your payment, but the office visit is not covered.
[AGENT][NEUTRAL] So we couldn't, won't cover the office visit with the other part we will.
[CUSTOMER][NEUTRAL] No, so no office visit.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect. And is that still available the [PII]?
[AGENT][NEUTRAL] Uh, yes, let me just check here really quickly. I believe that it is um.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Not
[AGENT][NEUTRAL] For the calendar year [PII], yes, it is active. It is, it is available the entire amount.
[CUSTOMER][NEUTRAL] OK, available. OK, OK, and can I have the claim's mailing address please?
[AGENT][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That is in [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And our zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, and is there a group number in this policy?
[AGENT][NEUTRAL] Yes, the group number for the policy is 26867.
[AGENT][NEUTRAL] And the name of the uh the name of the um group.
[AGENT][NEUTRAL] Is uh anatomy.
[AGENT][NEUTRAL] 1212, so that's anatomy 1212.
[AGENT][NEUTRAL] And the group number is 26867. We also have an online service center at [PII] if you'd like to submit your claim that way.
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I'll take a note of that. And can I have, uh, your first name and the reference number, please?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We'll use that today's date as our reference. Is there anything else at all that I may help with?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] OK, well thank you for contacting U. have a good.