AccountId: 011433970860
ContactId: 80bbcb1f-b050-423c-9bea-0a8d7c68410e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134660 ms
Total Talk Time (AGENT): 67516 ms
Total Talk Time (CUSTOMER): 59179 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/80bbcb1f-b050-423c-9bea-0a8d7c68410e_20250523T13:33_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I am calling from Manners Hospital. We're a provider line. I'm just trying to verify the um APL um insurance of a patient that came into the ER.
[AGENT][POSITIVE] Yes, I can certainly help with um the benefits for outpatient benefits. I mean, what is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] The policy number, give me one second, it is 01984147 M for Mike, L for Lima and the number 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] The her name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. While I'm looking that up, if I could have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, I do appreciate that. Thank you very much. So the policy went into effect, uh, thank you. Uh, the policy went into effect on, um, [PII]. It is active. Now what we will do is we will pick up the deductible, co-pay or co-insurance from the major medical or services such as an ER visit, up to $2000 per calendar year. That is just a verification of the benefits, not a guarantee of payment.
[CUSTOMER][NEUTRAL] Of course
[AGENT][NEGATIVE] And I mean, it looks like she hasn't used any of her benefits at all.
[AGENT][NEUTRAL] Uh, for the calendar year [PII]. So it looks like that's all going to be available. Now, is there anything else I can tell you about the secondary or gap insurance, where to send your claim, anything else at all?
[CUSTOMER][POSITIVE] That's pretty good I.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] No, so you just said that it is active, um, as of [PII]. It has no termination date and it is the gap insurance, correct?
[AGENT][POSITIVE] That is right. That is exactly what they said.
[CUSTOMER][NEUTRAL] OK, perfect. And your name was [PII]?
[AGENT][NEUTRAL] Uh, yes, and the first letter of my last name is [PII], and we're gonna use that today's date as our reference.
[CUSTOMER][POSITIVE] Perfect. That and today's date you said?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII] for your help today have a nice day.
[AGENT][NEUTRAL] OK, well thank you for contacting API.