AccountId: 011433970860
ContactId: 98ae486e-aef1-4713-b495-69a9e5f7e02b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135119 ms
Total Talk Time (AGENT): 68453 ms
Total Talk Time (CUSTOMER): 52734 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/2025/05/28/98ae486e-aef1-4713-b495-69a9e5f7e02b_20250528T19:14_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 [PII], my name is [PII]. I'm calling to verify eligibility and benefits before we submit a claim.
[AGENT][NEUTRAL] I can certainly help with eligibility and benefits. [PII], what's that policy number we're looking at today?
[CUSTOMER][NEUTRAL] You sound like you're really far away. I can hear you, but it's a little hard.
[AGENT][NEUTRAL] I'm sorry, can you
[AGENT][NEUTRAL] Can you hear me now?
[CUSTOMER][NEUTRAL] Um, it's about the same, but I can hear you.
[AGENT][NEUTRAL] OK, um, well, it's saying that I can help you with eligibility and benefits. Do you have the policy number there with you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I do. I have 01665215, M like Mary, L like Lima H like Hotel.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. um, is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Now you mentioned wanting to know about the benefits. The policy has both in and out of hospital benefits, um, and this is meant for in and out of hospital only.
[AGENT][NEUTRAL] And so the inpatient hospital benefits.
[CUSTOMER][NEUTRAL] This is an ambulance bill is there?
[AGENT][NEUTRAL] Oh, yes, uh-huh.
[CUSTOMER][NEUTRAL] It's an ambulance ride. Is there ambulance coverage?
[AGENT][NEUTRAL] Yes, there is, and it's up to 4 excuse me, $400 per calendar day. That is just a verification of the benefits, not a guarantee of payment, but that is what we will pay for an outpatient ambulatory ride. It's up to $400 per calendar day, and that is a per calendar day benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Um, [PII], is there anything else at all I can tell you about the policy, like we're to send the claim or?
[CUSTOMER][POSITIVE] Great. OK. Wonderful.
[CUSTOMER][NEUTRAL] Yeah, I was just gonna ask, I have [PII]. Is that accurate?
[AGENT][POSITIVE] Yes, that's correct that's it.
[CUSTOMER][POSITIVE] OK, I think that's everything I needed thank you so much for doing that.
[AGENT][POSITIVE] OK, well, thank you for contacting us. You have a good.