AccountId: 011433970860
ContactId: 5e09301b-388d-474d-9b02-a57f70ace193
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246740 ms
Total Talk Time (AGENT): 137712 ms
Total Talk Time (CUSTOMER): 92803 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/5e09301b-388d-474d-9b02-a57f70ace193_20250205T15:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII] and I'm calling uh from a provider's office for insurance uh and benefits for a patient verification and benefits.
[AGENT][NEUTRAL] OK, Miss [PII]
[AGENT][NEUTRAL] Yes, I can help you, Ms. [PII], um, with your benefits. Uh, can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you ma'am and what is the name of the provider's office you're calling from?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Uh, the name is [PII]
[AGENT][NEUTRAL] Thank you. And then what's Ms. [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number, please?
[CUSTOMER][NEUTRAL] The policy number is 02033153 M as in Mary, L as in light and the number 8.
[AGENT][POSITIVE] OK, thank you so much. Let me pull that policy in for us real quick.
[CUSTOMER][NEUTRAL] Uh huh yeah.
[CUSTOMER][NEUTRAL] Looks like this is a secondary policy.
[AGENT][NEUTRAL] Yes, ma'am, you're correct, um, and I do show that this policy is no longer active. The policy lapsed on [PII], but let me check to see if she has an active policy with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] She does. Um, let me give you that policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 234.
[AGENT][NEUTRAL] 0632.
[CUSTOMER][NEUTRAL] 234-063-2
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][NEUTRAL] All right, let me get that one in there and no no letters in there correct?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The ML8 and the ML7 when you see those one is for inpatient, one is for outpatient, but the policy number is still the same.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Got you. OK, all right, so she does have that active OK.
[AGENT][NEUTRAL] OK, and uh this is.
[AGENT][NEUTRAL] A secondary insurance and it's a gap insurance that helps with uh deductible, co-pay, and co-insurance. And this is just to verify her coverage. It's not a guarantee of payment. And as soon as this loads up, I'll be able to tell you what her benefits are. It's just taking its sweet little time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEGATIVE] Well, it's gotten stuck, my goodness.
[CUSTOMER][POSITIVE] It's OK. I'm used to it all day long.
[AGENT][POSITIVE] I am so sorry.
[AGENT][NEGATIVE] Always happens when you're on the phone too that just aggravates me.
[CUSTOMER][NEUTRAL] Mhm, mhm, mhm.
[AGENT][NEUTRAL] OK, so her inpatient benefits uh per calendar year is $8700.
[AGENT][NEUTRAL] And her outpatient.
[CUSTOMER][NEUTRAL] Is that the deductible?
[AGENT][NEUTRAL] No, ma'am, that's the benefit amount that she, uh, that helps with deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Can you give me that amount one more time?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, ma'am. It's $8700.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then she has an outpatient per calendar day benefit of $1000 to help with deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she has no deductible out of pocket copay, nothing like that.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so that was inpatient and then that was the outpatient amount.
[CUSTOMER][NEUTRAL] OK, alright, is there a reference number for this call?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][NEUTRAL] OK and your name was?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] [PII], right [PII], well thank you so much for your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. You have a good day and thanks for calling ATL. Thank you, ma'am. Mm bye bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you bye bye.