AccountId: 011433970860
ContactId: 532f1560-c2ba-4d15-a5fe-a84b0daa0cf6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182630 ms
Total Talk Time (AGENT): 81739 ms
Total Talk Time (CUSTOMER): 58093 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/532f1560-c2ba-4d15-a5fe-a84b0daa0cf6_20250514T17:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good afternoon. I'm calling from Hialeah Hospital for a patient that has a procedure. I was wondering how much um the gap would cover.
[AGENT][NEUTRAL] OK, yeah, I can check that benefit amount for you. um, what was your name? I'm sorry?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, it's, give me one second real quick.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's 305
[CUSTOMER][NEUTRAL] 835-42662
[CUSTOMER][NEUTRAL] So we can communicate.
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah, it's
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It it's supposed to say it in the car, right?
[AGENT][NEUTRAL] Um, yes, do you see something on there that says, um, in or in hospital or outpatient certification number?
[CUSTOMER][NEUTRAL] Oh yeah, which one do you need the outpatient one, right?
[AGENT][NEUTRAL] It is an outpatient procedure, yes.
[CUSTOMER][NEUTRAL] Yeah, OK, so it's 023 37 075.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Louis, and then number 8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Her first name is [PII].
[CUSTOMER][NEUTRAL] Last name [PII].
[AGENT][NEUTRAL] OK. Do you have her date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] Perfect, thank you so much for verifying all of that, [PII]. Uh, so this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] And this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays. And of course I will let you know verification of coverage is not a guarantee of payment for claims. So the outpatient benefit is $1000 per calendar year. If you'll give me one moment, I'll see if any of that has been used.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEGATIVE] OK, so none of that benefit has been used so far this year.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, and what did you, you say your name was? I'm sorry?
[AGENT][NEUTRAL] It's OK, [PII]
[AGENT][NEUTRAL] And was there anything else I could help you with [PII]?
[CUSTOMER][NEUTRAL] Uh, yeah, OK, can I get your, um, your last name initial as well?
[AGENT][NEUTRAL] Yes, that's A.
[CUSTOMER][NEUTRAL] OK, and do you have a reference number for me?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date.
[CUSTOMER][NEUTRAL] And today's date?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][POSITIVE] OK, OK, [PII], thank you so much for your help I appreciate it.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APO have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you, bye bye.