AccountId: 011433970860
ContactId: a77a5f00-26e0-41b3-b5ed-f2aae4bfb25c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249559 ms
Total Talk Time (AGENT): 83871 ms
Total Talk Time (CUSTOMER): 76316 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/a77a5f00-26e0-41b3-b5ed-f2aae4bfb25c_20250212T16:25_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII] from Bascom Palmer Institute. I'm trying to obtain benefits of one of your members.
[AGENT][NEUTRAL] I can help with benefits. [PII], what's the policy number, please?
[CUSTOMER][NEUTRAL] Um, well, we have this uh group number. I'm not sure if that's the policy is 256-47.
[AGENT][NEUTRAL] It might be listed under the member number or um outpatient or inpatient services.
[AGENT][NEUTRAL] You may begin with a 01 or 02.
[CUSTOMER][NEUTRAL] Let me see, cause I don't
[CUSTOMER][NEGATIVE] Yeah, but the thing is when they took the, they made the copy and scanned it, they didn't, they didn't get the whole thing, and they only got the group number.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, and what is the group number again, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's 256-47.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Sure. Her name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Excuse me just a moment, I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold
[AGENT][POSITIVE] Thank you. And, and how do you spell her last name, please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. It looks like her policy number.
[AGENT][NEUTRAL] It's 02.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] 37
[AGENT][NEUTRAL] 1756.
[AGENT][NEUTRAL] This is the secondary or gap insurance that went into effect on [PII]. It is active.
[AGENT][NEUTRAL] Now, the policy picks up the deductible, co-payment or co-insurance for in and out of hospital settings or treatment within a physician's office or outpatient services, we will pick up the deductible, co-payment or co-insurance up to $250 per calendar day. That's just a verification of benefits, not a guarantee of payments, um, but that is what we will do for outpatient services such as treatment within a physician's office, outpatient hospital, that's per calendar day benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, so it will be 250 per calendar day and that would include the deductible, co-pays and co-insurance.
[AGENT][POSITIVE] Oh, that's correct, yes.
[CUSTOMER][NEUTRAL] OK. And [PII], um, just to confirm, um, the ID number that I got is [PII]?
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] OK, perfect. All right. And the first initial to your last name?
[AGENT][NEUTRAL] It's [PII]. We're gonna use that in today's date as a reference. Is there anything else at all that I can help with?
[CUSTOMER][POSITIVE] No, that'll be all for now. You've been very helpful. Thank you so much for your help, [PII]. You have a nice day.
[AGENT][POSITIVE] Thanks for contacting us if you have a good