AccountId: 011433970860
ContactId: a5c79a73-0117-4f8b-a948-28d9bc530ebc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212759 ms
Total Talk Time (AGENT): 114846 ms
Total Talk Time (CUSTOMER): 63797 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/a5c79a73-0117-4f8b-a948-28d9bc530ebc_20250610T15:23_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, good morning, [PII]. My name is um [PII], and I'm trying to get some benefit information.
[AGENT][NEUTRAL] Genetic can certainly help with benefits. What's that policy number we're looking at this morning?
[CUSTOMER][NEUTRAL] And it is um 01603014.
[CUSTOMER][NEUTRAL] M for Mike, L for Larry, number 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Is um [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] I do appreciate that. Thank you very much. Um, is there a callback number I can have that I can in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you so much. Now, the policy is a group, secondary, or gap insurance. And so, [PII], whenever they renew as a group, they get a whole new policy number, the most current policy number. It went into effect on [PII].
[AGENT][NEUTRAL] It's 02
[AGENT][NEUTRAL] 54.
[AGENT][NEUTRAL] 4954 again that number is 02544954 that went into effect on [PII]. It is active. You mentioned benefits. The policy has inpatient benefits up to $2500. Outpatient benefits up to $1250. That's, uh, just a verification, not a guaranteed payment. Is there anything in particular that I can tell you about this secondary or gap insurance?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so for that outpatient you said 1250, right? So have they used any of that?
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] Uh, so for the current calendar year, uh, let's see.
[AGENT][NEUTRAL] I drive
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] the computer
[AGENT][NEUTRAL] No, so just give me a second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so for the current calendar year.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] No, you can use any of the benefits so that's uh.
[AGENT][NEUTRAL] Benefi amount.
[AGENT][NEUTRAL] Open and available?
[AGENT][NEUTRAL] It covered most outpatient services with the exception of the office visit co-pay that is not covered.
[AGENT][NEUTRAL] Is there anything else that I can tell you? Would you like to know where to send your place?
[CUSTOMER][NEUTRAL] I, what I didn't get, I don't know because the call keeps going on and off and I'm hearing like some weird noise in the background, but um, but OK, so did you said that have what they have used already or they still have the the the full amount?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Nothing has been you, yeah.
[AGENT][NEUTRAL] [PII] hasn't used any of her benefits at all, so it's all going to be available.
[CUSTOMER][NEUTRAL] Nothing new, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome, thank you, [PII]. I would just need a reference code number, the first initial to your last please.
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We'll use that today's date as a reference. And is there anything else I can help you with? Would you like to know where to submit your claims? We have an online service center that's great that you can use, or is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] No, we
[CUSTOMER][POSITIVE] No, that would be all. We have all that info. Thank you so much then for your help.
[AGENT][POSITIVE] Good.
[AGENT][POSITIVE] OK, thanks for contacting ATO have a good one.