AccountId: 011433970860
ContactId: 507b99fc-c659-4e09-8090-09b51e75e938
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123959 ms
Total Talk Time (AGENT): 82308 ms
Total Talk Time (CUSTOMER): 27666 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/507b99fc-c659-4e09-8090-09b51e75e938_20250131T16:30_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Yes, I'm calling to uh verify eligibility and get benefits for patients.
[AGENT][NEUTRAL] I can help with eligibility and benefits, and with whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], thank you. What's that policy number, please?
[CUSTOMER][NEUTRAL] 145
[CUSTOMER][NEUTRAL] 1412.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Now, this is a secondary or gap insurance and it's meant to pick up the deductible, co-payment or co-insurance from Mr. [PII]'s major medical. So for outpatient services such as a doctor's office, um, outpatient hospital, the ER, urgent care.
[AGENT][NEUTRAL] Independent labs, that sort of thing, we will pay up to $1000 per calendar year. That's just a verification of benefits, not a guarantee of payment. And for inpatient services, we'll pay up to $2500 per calendar year. Now it doesn't look like he's used this, so it looks like those benefits are all going to be available for the calendar year [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else at all that I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] Uh, does it pay copay?
[AGENT][NEUTRAL] The office says that co-pay is not covered.
[AGENT][NEUTRAL] Um, the, uh, treatment within the physician's office is not the office visit co-pay.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Not the copay. OK, that's what I needed to know. um, thank you.
[AGENT][POSITIVE] OK, thank you for yeah, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as a reference. And if there's nothing else that I can help with, then thank you for calling us. Thanks for contacting API. You have a good day.
[CUSTOMER][NEUTRAL] Do you have a reference number?
[CUSTOMER][NEUTRAL] OK.