AccountId: 011433970860
ContactId: 992ac846-bd35-4ed7-bb6d-fdedfb70216e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203229 ms
Total Talk Time (AGENT): 108977 ms
Total Talk Time (CUSTOMER): 99920 ms
Interruptions: 2
Overall Sentiment: AGENT=2, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/992ac846-bd35-4ed7-bb6d-fdedfb70216e_20250604T20:17_UTC.wav
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[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. I have a patient that um just presented me with the card, and I just um wanted to know, do you guys cover the secondary, I mean the co-pay for the primary insurance by any chance?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, let me pull up her policy and I'll be able to give the benefit information to you. Can I get your name and your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Sure, yes, my name is [PII], and the callback number is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And it's uh Mazel urology. Sorry.
[AGENT][NEUTRAL] And mhm.
[AGENT][NEUTRAL] That's OK.
[AGENT][POSITIVE] All right, Ms. [PII]. Thank you so much for that information. What is the patient's name, date of birth, and policy number?
[CUSTOMER][POSITIVE] OK, you're welcome
[CUSTOMER][NEUTRAL] OK, the name is [PII] Last name is [PII], and the date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 01670171 M as in Mary, L as in Larry, the number 8.
[AGENT][POSITIVE] OK, thank you so much for that information. Let me pull up this policy real quick.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. The effective date of his policy is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is just to verify his benefits. It's not a guarantee of payment. He does have a supplemental insurance policy. It's billed secondary to the primary. It does help with deductible, co-pay and co-insurance. You're correct.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the, he has an inpatient benefit amount of $3000 for hospital stays over 18 hours and then he also has an outpatient calendar year benefit amount of $3000 to help.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With the deductible co-pay or coinsurance.
[CUSTOMER][POSITIVE] Got it OK.
[CUSTOMER][POSITIVE] All right perfect.
[CUSTOMER][POSITIVE] OK, so we won't charge him anything right now because uh he is OK, alright, thank you so much, [PII]. Is there a reference number for the call? I truly appreciate it.
[AGENT][POSITIVE] Yes, you can use my name [PII] Thank you, and today's date.
[CUSTOMER][POSITIVE] Bless you.
[CUSTOMER][NEUTRAL] Uh-huh, sorry. Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. I'm calling you [PII]. You call me the patient's name. Oh my goodness, I'm sorry. OK, sorry.
[AGENT][NEUTRAL] That's all right. That's all right. Can you spell, can you spell the first name of your facility? You said it's Mazul Urology?
[CUSTOMER][NEUTRAL] Sure, uh-huh. [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] And it's Doctor [PII], uh-huh, yeah.
[AGENT][NEUTRAL] OK, got you. All right.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome, [PII]. I hope you have a good rest of your day. Thank you. Thanks for calling APL.
[CUSTOMER][POSITIVE] Alright alright have a great day.
[CUSTOMER][POSITIVE] You too thank you. OK, you're welcome. You're welcome thank you bye bye.
[AGENT][NEUTRAL] Bye bye.