AccountId: 011433970860
ContactId: 674af9a9-cbe5-4108-8ffe-1e3c814c1663
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167669 ms
Total Talk Time (AGENT): 72492 ms
Total Talk Time (CUSTOMER): 60254 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/674af9a9-cbe5-4108-8ffe-1e3c814c1663_20250115T16:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, good morning. My name is [PII]. I'm calling from Homestead Hospital. I'm trying to verify, um, benefits for a patient.
[AGENT][POSITIVE] OK, I can help you with benefits, [PII]. Can I get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII] option one.
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Uh, the patient is [PII]. [PII] is [PII]
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] And his policy number, please?
[CUSTOMER][NEUTRAL] Um, he gave me 02580209.
[CUSTOMER][NEUTRAL] M like Mary, L like Larry, 8.
[AGENT][NEUTRAL] OK, let me pull in that policy for us.
[AGENT][NEUTRAL] I do show that [PII] does have an active policy and his effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is just to verify his coverage. It's not a guarantee of payment. He has a supplemental insurance policy that's secondary to the primary. It helps with deductible, co-pay, and co-insurance. He has an inpatient benefit amount of $4000 per calendar year and an outpatient benefit amount of $4000 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK perfect um has he used anything towards it?
[AGENT][NEUTRAL] Let me check for you real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEGATIVE] No ma'am, nothing has been used for [PII].
[CUSTOMER][NEUTRAL] Alright perfect um and authorization is required with you guys right for an MRA?
[AGENT][NEUTRAL] No, ma'am, authorization is not required because we're not the primary insurance.
[CUSTOMER][NEUTRAL] Alright, perfect. I think that's all I needed. So nothing has been used. He has 4000 to be used per calendar year, um, and you guys cover deductible, co-pay, and co-insurance for primary insurance, and he's effective as of [PII].
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][POSITIVE] Perfect. That is all I needed. Can I just get um a call reference number, please? And I'm sorry, what was your name again? I didn't catch it.
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can use my name in today's date for your reference.
[CUSTOMER][POSITIVE] Alright perfect thank you so much for your help sir I appreciate it have a wonderful day.
[AGENT][POSITIVE] You too. Thank you for calling APL. You have a great day also.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.