AccountId: 011433970860
ContactId: 790dfccf-7356-4509-8991-cfadf17342d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331230 ms
Total Talk Time (AGENT): 127622 ms
Total Talk Time (CUSTOMER): 69651 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/790dfccf-7356-4509-8991-cfadf17342d5_20250122T15:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hey, um, I was calling because we had received a referral for a new patient. Um, we don't really know anything about his insurance, uh, so,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm trying to figure out if if we're I'm even calling the right uh carrier um and if we're a network.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can check for you. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII], and the best callback number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what is the patient's name?
[CUSTOMER][NEUTRAL] Um, [PII], it's [PII]
[AGENT][NEUTRAL] Thank you. And then what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK. And his policy number, please?
[CUSTOMER][NEUTRAL] Um, I believe, uh, it is 025837887.
[AGENT][NEUTRAL] OK, let me repeat that. 025837887?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK let me look it up.
[AGENT][NEUTRAL] OK, [PII] does have an active policy with us. His effective date is on [PII].
[AGENT][NEUTRAL] And this is just to verify his coverage. It's not a guarantee of payment. He has a limited hospital indemnity plan.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] That helps if he goes inpatient to a hospital. Um, he has a daily confinement benefit of $30 and the first time he goes to a hospital, he, he has a first occurrence benefit of $1500.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And then he also has um um Carrington prescription.
[CUSTOMER][NEUTRAL] OK, so he doesn't have any like professional physician coverage?
[CUSTOMER][NEUTRAL] For like outpatient.
[AGENT][NEUTRAL] Let me check his policy because some right let me check and see because sometimes these policies do have writers for outpatient so let me pull his policy and and make sure.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] It's gonna be just a moment while the computer loads it for us.
[CUSTOMER][POSITIVE] No, we fight computers every day, no worries.
[AGENT][POSITIVE] They have a mind of their own sometimes. It's always on their time.
[AGENT][POSITIVE] OK, it's pulling in now it's gonna, it's loading, so we're getting somewhere.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] It's gonna take just a second because I need to scroll through and see if I can find that rider on it. It's a pretty big policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I do not see anything for outpatient, for office visits. It's just for hospital.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] OK, perfect. That is exactly what I needed to know. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] OK. You're very welcome. I hope you guys have a great day and we appreciate you calling APL today. I'm glad I was able to help you.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] You're welcome. Bye bye Miss [PII].