AccountId: 011433970860
ContactId: 51a409c5-bb26-4828-be8d-a23978d83e71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150389 ms
Total Talk Time (AGENT): 65727 ms
Total Talk Time (CUSTOMER): 56744 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/51a409c5-bb26-4828-be8d-a23978d83e71_20250619T14:38_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm gonna do
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII]. I'm calling from Doctor [PII]'s office. How are you?
[AGENT][POSITIVE] I'm good. How are you today, [PII]?
[CUSTOMER][NEUTRAL] Good thank you I'm calling regarding a patient of ours who scheduled for surgery just to see if you guys would cover her deductible part.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So for benefits.
[AGENT][POSITIVE] Yeah, absolutely. What's the policy number?
[CUSTOMER][NEUTRAL] It's 01891650.
[AGENT][NEUTRAL] Thank you. And then do you have a good callback number for documentation, please?
[CUSTOMER][NEUTRAL] Sure [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then if I can get patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Uh, her date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So [PII] is active. Effective date on here is [PII].
[AGENT][NEUTRAL] And we are the members secondary insurance, so it does cover deductible, co-pay, co-insurance. The primary does not. Is it gonna be an outpatient or inpatient?
[CUSTOMER][NEUTRAL] Uh, this is for outpatient.
[AGENT][NEUTRAL] OK, let me see what their benefit max is for outpatient here one moment.
[AGENT][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] This patient's plan is only for in hospital and inpatient. I don't see any outpatient benefits listed on here.
[CUSTOMER][NEUTRAL] Oh, OK, so only inpatient.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Benefits
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK, I will let the patient know.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, sounds good, [PII].
[CUSTOMER][POSITIVE] Alrighty well thank you so much for your help. Who am I speaking with? I'm sorry I didn't get your name.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] That's OK. My name is [PII], which is [PII] and you can use my name with today's date for a reference.
[CUSTOMER][POSITIVE] Perfect all right thank you so much appreciate it have a good day.
[AGENT][NEUTRAL] You too bye bye.