AccountId: 011433970860
ContactId: 61673fc5-0612-4e2f-8b7c-9d9c776c0348
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180059 ms
Total Talk Time (AGENT): 87738 ms
Total Talk Time (CUSTOMER): 58321 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/61673fc5-0612-4e2f-8b7c-9d9c776c0348_20250307T17:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Sorry, this is [PII] from Paistop Patient Services. I'm a rendering provider in [PII], and I was calling to get benefits on a patient.
[AGENT][NEUTRAL] OK, I can help you with benefits, and did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, Ms. [PII], can I please get your callback number just in case our call gets dropped I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK. And I can help you with eligibility and benefits. Is that correct?
[CUSTOMER][NEUTRAL] Yes, that's what I'm calling for.
[AGENT][NEUTRAL] OK, thank you. What is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] This is for [PII], [PII].
[AGENT][NEUTRAL] OK, and then what is um [PII]'s?
[AGENT][NEUTRAL] Policy number please?
[CUSTOMER][NEUTRAL] 02473498 M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look up that policy real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date of the policy is [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. She has a supplemental insurance policy that's billed secondary to the primary.
[AGENT][NEUTRAL] The policy helps with deductible, co-pay and co-insurance. She has an inpatient, um, per occurrence amount of $2000 for her benefit, and then an outpatient per calendar day benefit of $1500.
[CUSTOMER][NEUTRAL] So $1000 1500 dollars per day.
[AGENT][NEUTRAL] Yes, per calendar day.
[CUSTOMER][NEUTRAL] Mhm. OK. Uh, yes. And is he the policyholder under the plan?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Mhm. Wonderful uh and let me put that here.
[CUSTOMER][NEUTRAL] And can I get uh a reference uh your a reference number for our call?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Wonderful. Well, thank you so much. You have a great weekend thank you bye.
[AGENT][NEUTRAL] OK, Ms. [PII], is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you. Bye.
[AGENT][NEUTRAL] All right