AccountId: 011433970860
ContactId: 74b6a66d-563f-471e-ab86-d532aaafd1af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104400 ms
Total Talk Time (AGENT): 64411 ms
Total Talk Time (CUSTOMER): 28871 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/74b6a66d-563f-471e-ab86-d532aaafd1af_20250303T20:06_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Bates County Memorial Hospital. I'm just looking to get patient benefits and um authorization information.
[AGENT][NEUTRAL] OK, this is to help with that information. What is the policy number, please?
[CUSTOMER][NEUTRAL] It is 01835977.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [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] [PII]
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. This is a secondary or gap insurance. It's meant to pick up the deductible, co-payment or co-insurance for in and out of hospital settings. Only, um, for inpatient hospital, we will pick up the deductible co-payment or co-insurance up to $1500 per calendar year. Our outpatient will also pick up the deductible co-payment or co-insurance up to $1500 per calendar year.
[AGENT][NEUTRAL] Now there's no pre-authorization required for this. You, you need to be in network with their uh a major medical. we're, we're a gap insurance. um.
[AGENT][NEUTRAL] So you need, so there's no pre-authorization or or pre-certification needed um with these policies.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else at all I can help with?
[CUSTOMER][NEUTRAL] Uh, can you just provide a cus, um, a call reference number?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII] and we're gonna use that in today's date as our reference.
[CUSTOMER][POSITIVE] OK, that is what I needed then.
[AGENT][POSITIVE] OK, well thank you for contacting AP have a good day.