AccountId: 011433970860
ContactId: 6c467eb1-757d-4b11-be6e-5337caa96f53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118400 ms
Total Talk Time (AGENT): 74129 ms
Total Talk Time (CUSTOMER): 36966 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/6c467eb1-757d-4b11-be6e-5337caa96f53_20250612T12:48_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 West Spoken Medical Center. I'm trying to verify benefits for a patient.
[AGENT][NEUTRAL] I can help with benefits. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] 01719321 ML 7.
[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 [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active.
[AGENT][NEUTRAL] These policies have both inpatient and outpatient services, and what we will do is we will pick up the deductible, co-payment or co-insurance for inpatient services up to $6600 for outpatient services. We will also pick up the deductible co-payment or co-insurance up to $6600.
[AGENT][NEUTRAL] This is just a verification of the benefits, not a guarantee of payment, and it looks like for the calendar year [PII], uh, she has not used any of her benefits so far. So it looks like that's all available.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK and
[CUSTOMER][NEUTRAL] And how much they'll pick up the whole deductible? I'm sorry, I didn't hear that.
[AGENT][NEUTRAL] Yes, that is correct after after that, that, that amount that I quoted.
[CUSTOMER][NEUTRAL] Up to
[CUSTOMER][NEUTRAL] OK, what was it 600?
[AGENT][NEUTRAL] OK, $6600.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] For calendar year and that's just a verification, not a guarantee of payment and it doesn't look like any of that has been used. Now is there anything else that I can tell you about this secondary or gap insurance?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, that's it I appreciate it. Can I have a reference number?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my, yes, my name is [PII]. The first letter of my last name is [PII]. We'll use that today's date as a reference.
[CUSTOMER][NEUTRAL] For the call?
[CUSTOMER][POSITIVE] Thank you so much have a great day.
[AGENT][POSITIVE] Thanks for contacting us. Have a good day.