AccountId: 011433970860
ContactId: 552e67ae-6803-4276-85e0-ebd8096842cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116279 ms
Total Talk Time (AGENT): 63549 ms
Total Talk Time (CUSTOMER): 41019 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/552e67ae-6803-4276-85e0-ebd8096842cf_20250623T17:40_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], last initial [PII] You did say [PII], right? Because I didn't really hear you good, OK.
[AGENT][NEUTRAL] I did
[AGENT][NEUTRAL] Yeah, I'm sorry. Yes, [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, it sounds like you're far away. I'm calling um from the outpatient center at [PII] to get benefits and eligibility on a patient please.
[AGENT][NEUTRAL] I can help with benefits and eligibility. Sure. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] I have 02497497 ML 8.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] The patient's name is [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] No, uh, [PII], no extension.
[AGENT][NEUTRAL] Thank you. The policy went into effect, [PII], on [PII]. It is active. Now, the outpatient benefits for this policy for the secondary insurance.
[AGENT][NEUTRAL] We will pick up the deductible.
[AGENT][NEUTRAL] Co-payment or co-insurance up to 5, excuse me, up to $3000 per calendar day.
[AGENT][NEUTRAL] That's $3000 per calendar day that renews each and every calendar day.
[AGENT][NEUTRAL] And that's just a verification, the benefit is not a guaranteed payment. Now, it covers most outpatient services except the office visit at a physician's office.
[AGENT][NEUTRAL] Is there anything else at all that I can tell you? Would you like to know where to send your claim, um.
[CUSTOMER][NEUTRAL] So you said it takes up to up to $3000 is that was that per day?
[AGENT][POSITIVE] Per day, that is correct.
[CUSTOMER][NEUTRAL] OK, no, and then, uh, do you give reference numbers?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as our reference.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thanks for contacting AP have a good