AccountId: 011433970860
ContactId: a7696625-4d25-41b5-9443-f046785c9bdb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127099 ms
Total Talk Time (AGENT): 74357 ms
Total Talk Time (CUSTOMER): 33230 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/a7696625-4d25-41b5-9443-f046785c9bdb_20250603T15:10_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm calling from a provider's office. I need to verify benefits for a patient, please.
[AGENT][POSITIVE] I can certainly help with benefits. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. And what is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] 02513166
[AGENT][NEUTRAL] OK, 02513166, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. Is there a callback number please that 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, this is a secondary or gap insurance uh with both in and out of hospital benefits. Is there anything in particular, [PII] that I can tell you about the policy, uh, inpatient benefits, outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient benefits, please.
[AGENT][NEUTRAL] The, the outpatient?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So what we will do is we will pick up the deductible, co-payment, or co-insurance for outpatient benefits up to $7350 per calendar year. That's just a verification of the benefits, not a guarantee of payment. And for the calendar year [PII], it doesn't look like any of those benefits have been moved. Now, is there anything else at all that I can tell you what?
[AGENT][NEUTRAL] Send your claim would you have an online service center or?
[CUSTOMER][POSITIVE] Oh, perfect.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's all for today actually that's all I needed. If I can just have a call reference number please?
[AGENT][NEUTRAL] OK, well
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We need that in today's date the direct.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] OK, thanks for contacting AL. Have a very good day. Thank you for calling.
[CUSTOMER][NEUTRAL] You too.