AccountId: 011433970860
ContactId: 6e6b243f-b5c0-496d-90b6-884efb4eb068
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125739 ms
Total Talk Time (AGENT): 66817 ms
Total Talk Time (CUSTOMER): 46368 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/6e6b243f-b5c0-496d-90b6-884efb4eb068_20250328T14:52_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, any benefits for our patients gap?
[AGENT][NEUTRAL] I can help benefit with whom am I speaking, please?
[CUSTOMER][NEUTRAL] The what?
[AGENT][NEUTRAL] I can help with the benefits. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII] from Doctor [PII]'s office.
[AGENT][NEUTRAL] [PII], thank you. What's that policy number we're looking at today?
[CUSTOMER][NEUTRAL] OK, the patient's name is [PII].
[AGENT][NEUTRAL] And her, her policy number?
[CUSTOMER][NEUTRAL] OK, give me one second, it says inpatient benefit. It's 02.
[CUSTOMER][NEUTRAL] 4518.
[CUSTOMER][NEUTRAL] 25 M like Mike L like Louis 7.
[AGENT][NEUTRAL] Thank you. And her date of birth?
[CUSTOMER][NEUTRAL] Her date of birth is, give me one second, it's [PII].
[AGENT][POSITIVE] I appreciate that. I just need a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Her policy went into effect on [PII]. It is active. Now, for outpatient services, we'll pick up the deductible, co-payment or co-insurance up to $2500. Um, for inpatient services, we'll pick up the deductible co-payment or co-insurance up to $7900 and that's just a verification of those benefits, not a guarantee of payment. Is there anything in particular, [PII], that I could tell you about this policy? Any particular benefit?
[CUSTOMER][NEUTRAL] Well, she's pregnant so we would need it for the hospital, so it would be inpatient.
[AGENT][NEUTRAL] OK, yes, so that would be up to $7900 per calendar year. Again, just a verification, not a guarantee of payment, and she hasn't used any of those benefits at all, so it's all going to be available. Uh, we just, uh, have you file through their major medical first and then through us.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][NEUTRAL] OK, there's nothing I can help with. Thanks for contacting you. Yeah, my name is [PII], and the first letter of my last name is [PII]. We're gonna use that today's date as a reference.
[CUSTOMER][NEUTRAL] That's all I needed. Can I have a reference?
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Mhm, thanks for contacting us