AccountId: 011433970860
ContactId: 6e0caab9-fd27-4082-9639-90102bec4cad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212300 ms
Total Talk Time (AGENT): 75387 ms
Total Talk Time (CUSTOMER): 77554 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/6e0caab9-fd27-4082-9639-90102bec4cad_20250328T16:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, hi, [PII]. My name is [PII] I initial is [PII], calling from provider's office to check eligibility and benefits for pain management.
[AGENT][NEUTRAL] OK, I'm happy to check on uh eligibility and benefits. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, it's um 01660259 ML 8.
[AGENT][NEUTRAL] OK, give me just one moment.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII] with a [PII].
[AGENT][POSITIVE] Thank you so much. So the patient is active. The effective date is [PII]. We are the members secondary insurance, so this is going to pick up deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Their outpatient benefit max for the calendar year is $5000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me one moment, [PII]. OK?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So there is no co-pay, no co-insurance, no deductibles, and no out of pocket, right?
[AGENT][NEUTRAL] Correct, yeah, because we're the secondary.
[CUSTOMER][NEUTRAL] OK, give me just one moment so that I can get with the information.
[CUSTOMER][NEUTRAL] And is an operation required?
[AGENT][NEUTRAL] No pre-op required.
[CUSTOMER][POSITIVE] OK. Thank you so much for the information.
[CUSTOMER][NEUTRAL] And me another patient plan type and also term that they have.
[AGENT][NEUTRAL] No term date, patient is still active. The plan type is a med link plan.
[CUSTOMER][NEUTRAL] Plan runs mid mid-length plan.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] M E D L as in Larry, I N K as in Kilo.
[CUSTOMER][NEUTRAL] OK, Metlink plan. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the plan that's on the calendar, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Just go
[CUSTOMER][NEUTRAL] Sure that is um.
[CUSTOMER][NEUTRAL] Give me
[CUSTOMER][NEUTRAL] I said there is a dollar amount, right, of $5000.
[AGENT][NEUTRAL] Correct, that's the calendar year max.
[CUSTOMER][NEUTRAL] May I know the amount for that?
[AGENT][NEUTRAL] Uh, patient has not used anything for the year.
[CUSTOMER][NEUTRAL] It's M Max, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[CUSTOMER][NEUTRAL] And may I have the, uh, may I have your last name, [PII], and also with the last name.
[AGENT][NEUTRAL] Initial to my last name is going to be [PII].
[CUSTOMER][NEUTRAL] Call this number also.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Call reference is my name with my last initial than today's date.
[CUSTOMER][POSITIVE] Thank you so much, sir. I hope you have a wonderful weekend. OK. Bye-bye.
[AGENT][NEUTRAL] You too. Bye-bye.