AccountId: 011433970860
ContactId: 560606cc-201d-467b-baf0-a2b025bc14cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139940 ms
Total Talk Time (AGENT): 70963 ms
Total Talk Time (CUSTOMER): 47656 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/560606cc-201d-467b-baf0-a2b025bc14cc_20250618T18:54_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from HCA Floral Primary Care. I'm trying to see if a patient's insurance is active.
[AGENT][NEUTRAL] I can help with eligibility, uh, [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 02544014
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], um last 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] [PII] no extension.
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Is there anything else I can tell you about the secondary gap insurance?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] What what's the what's the benefits like what does it cover?
[AGENT][NEUTRAL] OK, so what it will cover for inpatient services that's um uh that's uh staying in the hospital for 18 hours or more, we will pick up the deductible, co-payment or co-insurance up to $8150 per calendar year for outpatient hospital services, which includes outpatient hospital, um, treatment within a physician's office, uh, labs, durable medical, we will pick up the deductible, co-payment or co-insurance up to $500 per calendar day.
[AGENT][NEUTRAL] That is just a verification of the benefits, not a guarantee of payment.
[CUSTOMER][NEUTRAL] All right, and that, that goes for primary care office visits?
[AGENT][NEUTRAL] No, the office visit is not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] All right. So office visits are not covered. And what about, um, OK, cause I'm a primary care office.
[AGENT][NEUTRAL] So treatment within the physician's office is covered, but the office visit co-pay is not.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, is there a reference number for this call?
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII]. We'll use that today's date as a reference. Is there anything else at all I can help you with?
[CUSTOMER][POSITIVE] Nope, that was all thank you so much for your help.
[AGENT][POSITIVE] OK, thank you for contacting us have a good day.