AccountId: 011433970860
ContactId: 86bc9e27-caa0-4781-8c7f-771fcb1f9acf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263540 ms
Total Talk Time (AGENT): 148332 ms
Total Talk Time (CUSTOMER): 74003 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/86bc9e27-caa0-4781-8c7f-771fcb1f9acf_20250624T15:21_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, my name is [PII] and I'm calling from Acumen for Benefits.
[AGENT][NEUTRAL] I can help with benefits, [PII]. What's that policy number, please?
[CUSTOMER][NEUTRAL] It is D as in dog 46002219.
[AGENT][NEUTRAL] OK. And uh the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] First name, [PII] Last name is [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] OK, thank you and you said the first name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And I'm sorry, what is the, um, how do you spell the last name, please, uh, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and if I could just get a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII] and that's a direct line.
[AGENT][POSITIVE] Great. OK, thank you.
[AGENT][NEUTRAL] OK, it looks like [PII]'s policy number is 257.
[AGENT][NEUTRAL] 2324. Now that went into effect.
[AGENT][NEUTRAL] On [PII].
[AGENT][NEUTRAL] 2024 and it is active. Now you mentioned wanting to know about her benefits. This is a hospital indemnity policy and what it does is it pays a flat rate for very specific services such as um uh hospital admission, um, physicians uh or a uh surgical benefit. So is there anything in particular that I could help with an office visit, physical therapy, anything like that?
[CUSTOMER][NEUTRAL] Um, she is coming in for diagnostic. Um, it's an ultrasound.
[CUSTOMER][NEUTRAL] Free standing office.
[AGENT][NEUTRAL] OK, let's see what we have here.
[AGENT][NEUTRAL] It might come under treatment within a physician's office. Just let me check here really quickly to see what else there is.
[AGENT][NEUTRAL] It's just that there, there are several very specific things and that's what I'm just trying to see. OK, diagnostic testing. So what she has one diagnostic test for calendar year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We will pay you $100 for that one diagnostic test per calendar year. That's just a verification of the benefits, not a guarantee of payment. It doesn't look like she's had that done, so that is what will, uh, the policy will cover for one, for one year. Now she can go to any, uh, provider at all, um.
[AGENT][NEUTRAL] It doesn't really matter. It's just that that's how much it will that will be the maximum of what it would pay. Now is there anything else at all that I can help with? Would you like to know where to send your claim or anything at all like that?
[CUSTOMER][NEUTRAL] Maximum, OK.
[CUSTOMER][NEUTRAL] Uh, no, we already have it in the system, but you know what, like, go ahead, give it to me just so I make sure.
[AGENT][NEUTRAL] Yes, of course. It's uh [PII].
[AGENT][NEUTRAL] And their address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Now, that is in [PII]. That's [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] Uh, their payer ID.
[AGENT][NEUTRAL] It's 645-56.
[CUSTOMER][NEUTRAL] You said 645-556?
[AGENT][POSITIVE] That's right, yes.
[CUSTOMER][NEGATIVE] And who you said the name was because the email came in at the same time, and for some reason when notification comes through my headset, so I lost that part for a bit.
[AGENT][NEUTRAL] Oh, of course, yes, of course, uh, [PII], it's, it's I as in [PII].
[AGENT][NEUTRAL] M as in [PII] as in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you, and I think I have everything. um, I'll just take a reference number.
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We'll use that today's date as our reference.
[CUSTOMER][POSITIVE] OK thank you have a good day.
[AGENT][POSITIVE] OK, thanks for contacting ATS.