AccountId: 011433970860
ContactId: a6546f57-ead5-43ad-bad1-73fb2a699c48
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119040 ms
Total Talk Time (AGENT): 64510 ms
Total Talk Time (CUSTOMER): 40810 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/a6546f57-ead5-43ad-bad1-73fb2a699c48_20250424T17:30_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I was calling to get outpatient benefits for a patient that's coming in.
[AGENT][NEUTRAL] I can help with outpatient benefits. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is that policy number we're looking at today, please, [PII]?
[CUSTOMER][NEUTRAL] 01933780
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] I appreciate that. Well, I'm looking that up, if I could just have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] I appreciate that. Now, this is secondary gap insurance and so whenever they renew as a group, they always get a new number. That new policy number is 02.
[AGENT][NEUTRAL] 58
[AGENT][NEUTRAL] 0010. It went into effect on [PII] and it is active. Now for outpatient services, we will pick up the deductible, co-payment or co-insurance. Let's see what we have here.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] For a calendar day maximum of $500 that's just a verification of the benefits, not a guarantee of payment, but that is what we would do for the outpatient services that you've described.
[AGENT][NEUTRAL] Now is there anything else at all that I can help with? Would you like our mailing address or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no, it was just for this, um, this one account, um, I was gonna repeat the, the new member ID just to confirm that I got it correct. Uh, you said it was 02?
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] 02580010
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][POSITIVE] Perfect. Alright, [PII], that was all that I needed. Thank you so much for your help, OK.
[AGENT][POSITIVE] OK, thank you for contacting AP have.