AccountId: 011433970860
ContactId: 6f8cfb1b-b8c7-45b2-9b2c-02e5135901f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100300 ms
Total Talk Time (AGENT): 63872 ms
Total Talk Time (CUSTOMER): 26322 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/6f8cfb1b-b8c7-45b2-9b2c-02e5135901f2_20250210T19:07_UTC.wav
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[AGENT][NEUTRAL] Contacting APO, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to get outpatient benefits for a patient.
[AGENT][NEUTRAL] I can help with benefits and with whom am I speaking please?
[CUSTOMER][NEUTRAL] Um [PII], that's [PII]
[AGENT][NEUTRAL] You there? OK, thank you. What's that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] 02003102
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Great, I appreciate that. I just need the callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you. Now, this is the this is the um secondary or gap insurance um for uh [PII] and that went into effect on [PII]. Now, the outpatient benefits for this, what we will do is we will pick up the deductible, co-payment or co-insurance for outpatient hospital settings up to $7350 per calendar year and that includes outpatient hospital, treatment within a physician's office, cancer treatment, uh, and durable medical.
[AGENT][NEUTRAL] Um, now the, uh, policy has not been used for the calendar year [PII], so that means that all those benefits will be available. You'll just file through the primary first.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII]. May I have a reference number for the call please?
[AGENT][NEUTRAL] Yes, it's my name and today's date, um, and that will, that's it. And is there anything else at all that I can help with?
[CUSTOMER][POSITIVE] I know that is all thank you so much.
[AGENT][POSITIVE] OK, thanks for contacting ATL have a very good afternoon.