AccountId: 011433970860
ContactId: 9299b598-a5f0-4d50-b520-cd2a9c80709d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175720 ms
Total Talk Time (AGENT): 97765 ms
Total Talk Time (CUSTOMER): 48891 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/9299b598-a5f0-4d50-b520-cd2a9c80709d_20250304T20:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII].
[CUSTOMER][NEUTRAL] And I'm calling to verify benefits for outpatient surgery.
[AGENT][NEUTRAL] Sure, I could check those outpatient benefits for you. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Um, yes, I have 020.
[CUSTOMER][NEUTRAL] 688-52 ML 8
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] Uh, this is for [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy. So it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And of course I will let you know verification of coverage is not a guaranteed payment for claims, so their outpatient benefit is on a per calendar day basis. It pays a maximum of $750 per calendar day.
[CUSTOMER][NEUTRAL] OK, so just per calendar day 7:50, OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And there's no deductible or co-pay with this, is that right?
[AGENT][POSITIVE] Right, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and um where do we mail the claims to?
[AGENT][NEUTRAL] Uh, yes, our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] I've also got a fax number and a payer ID if you'd like anya.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, that fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the payer ID is 60801.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Of course, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Uh, no, if I can just have a reference number for the call.
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial [PII]'s date, uh so my name is spelled [PII]
[CUSTOMER][POSITIVE] OK, thank you for your help.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.