AccountId: 011433970860
ContactId: 76ecea0a-0d94-4a84-abe4-fc14fce9f5ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144419 ms
Total Talk Time (AGENT): 86999 ms
Total Talk Time (CUSTOMER): 46992 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/76ecea0a-0d94-4a84-abe4-fc14fce9f5ed_20250317T15:04_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi good morning my name is [PII]. What is your name? I'm sorry?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], so I'm just calling for eligibility benefits on a patient.
[AGENT][POSITIVE] Then I can certainly help with the eligibility benefits. What's that policy number, please?
[CUSTOMER][NEUTRAL] I have 122.
[CUSTOMER][NEUTRAL] 1551 ML 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I could have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. Now, this is secondary or gap insurance that he gets through his employer, and so anytime that they renew this, they, they get as a group, they get a new policy number. The most current policy number, which went into effect on [PII] and which is active, is 01.
[AGENT][NEUTRAL] 79
[AGENT][NEUTRAL] 2428. Again, that went into effect on [PII]. It is active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now, this is a secondary or gap insurance which is meant to pick up the deductible, co-payment or co-insurance for in and out of hospital settings only. Is there anything in particular that I could tell you about this gap insurance?
[CUSTOMER][NEUTRAL] So it's gonna be ambulatory outpatient.
[AGENT][NEUTRAL] OK, so what we'll do is we'll pick up that deductible, co-payment or co-insurance from his major medical up to $4000 per calendar year. Uh, that is just a, uh, verification benefits, not a guarantee of payment, uh, but that is what the policy does.
[CUSTOMER][NEUTRAL] So they have basically they have um $4000 for outpatients.
[AGENT][NEUTRAL] That's correct, yes. And I don't see that anything's been used for the calendar year [PII], so it looks like that would all be available.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and you said the new policy is 01792428.
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] OK perfect and can I have a 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 a reference. Is there anything else at all that I may help with?
[CUSTOMER][NEUTRAL] Any anyway
[CUSTOMER][POSITIVE] No, that should be all thank you so much [PII] have a great day.
[AGENT][POSITIVE] OK, thanks for contacting APO. Have a good day.