AccountId: 011433970860
ContactId: 8d1c50c8-e39a-4610-a46e-2b92c69c2980
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128380 ms
Total Talk Time (AGENT): 67051 ms
Total Talk Time (CUSTOMER): 47488 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/2025/06/06/8d1c50c8-e39a-4610-a46e-2b92c69c2980_20250606T12:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for contacting ATM. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I wanted to verify uh benefits for a patient.
[AGENT][NEUTRAL] I can help with benefits. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] This is [PII] calling from the office of Doctor [PII].
[AGENT][NEUTRAL] [PII], thank you. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] OK, so I the only thing I see in.
[CUSTOMER][NEUTRAL] Uh, the card is a group number. Is that what you need?
[AGENT][NEUTRAL] OK, there should be a number that says inpatient and outpatient benefits. Is there anything like that on the card?
[CUSTOMER][NEUTRAL] Oh yes, yes. So the outpatient benefit, I guess. It's uh 02265313 M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's uh [PII]. Date of birth, [PII].
[AGENT][POSITIVE] I appreciate that. Thank you. And if I can have a callback number please in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, uh, [PII]. The policy went into effect on [PII]. It is active. This is a secondary or gap insurance, and it is meant to pick up the deductible, co-payment or co-insurance for outpatient hospital settings up to $1500 per calendar year. That's just a verification of benefits, not a guarantee of payment, but [PII] hasn't used any of her benefits at all, um, for this calendar year.
[AGENT][NEUTRAL] So, uh, that's all going to be available. Now, is there anything else at all that I can tell you about this policy? Would you like to know where to send the claim?
[AGENT][NEUTRAL] Anything
[CUSTOMER][POSITIVE] No, don't worry about it. I just needed to know that it was active.
[AGENT][POSITIVE] OK, it certainly is active. Um, if there's nothing else that I can help with, then thank you very much for contacting us. I hope you have a very good, uh, morning, and a very good weekend. Thank you for calling.