AccountId: 011433970860
ContactId: a8059a42-c958-4c9a-b607-8233374a47f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322839 ms
Total Talk Time (AGENT): 172297 ms
Total Talk Time (CUSTOMER): 150882 ms
Interruptions: 8
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/a8059a42-c958-4c9a-b607-8233374a47f2_20250618T15:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for contacting ATM. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hello?
[AGENT][POSITIVE] Hello, thank you for, for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah. Uh, I just talked to, uh, an agent before, but I did not get a call reference number. So could you please verify the patient's uh details for me?
[AGENT][NEUTRAL] Yes, and with whom am I speaking?
[CUSTOMER][NEUTRAL] Yeah, this is [PII] from the private billing office, him on call LLC.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, the name of the patient is, uh, [PII].
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] The policy number is 2611585.
[AGENT][NEUTRAL] I need a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Yeah, sure. Uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The policy went into effect on [PII]. It is active.
[AGENT][NEUTRAL] Now, I'm sorry, but it's difficult to hear you. Would you also like to hear about the benefits of the secondary or gap insurance?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, the inpatient benefits, we'll pick up the deductible, co-payment or co-insurance for inpatient benefits up to $7150 per calendar year for outpatient benefits, which includes treatment within a physician's office but not the offices at copay. We will pick up the deductible, co-payment, or coinsurance up to $3,575 per calendar year.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That is just a verification benefits, not a guarantee of payment. [PII], is there anything else I can tell you about the secondary gap insurance?
[CUSTOMER][NEUTRAL] Yeah, you said inpatient benefits are covered 75, 7500?
[AGENT][NEUTRAL] Uh, the inpatient benefits, uh, for this policy, we will pick up the deductible.
[CUSTOMER][NEUTRAL] O.
[AGENT][NEUTRAL] Co-payment or co-insurance for inpatient benefits.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Up to $7150 per calendar year or for outpatient benefits up to $3,575. Again, just a verification, not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Is there anything else at all that I can help you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah. Uh, could you please confirm, uh, if, uh, it's going to cover the office procedures or office visits?
[AGENT][NEUTRAL] OK, the outpatient benefits.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Which which include the treatments or procedures within the physician's office, but not the office visit co-pay.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] are picked up up to 3,575.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So you're saying office visits are not covered?
[AGENT][NEUTRAL] The office visits are not covered and that's just a verification the benefits, not a guarantee of pain. So the office visit is not covered, but treatment is.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Uh, but the office procedures are covered, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Yeah. OK. Could you please, uh, give me, uh, the call reference number for this?
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII]
[AGENT][NEUTRAL] As in kite, we will use that today's date, which is [PII].
[CUSTOMER][NEUTRAL] Uh, I'm, I'm sorry, uh, uh, could you please repeat after [PII]? Mhm.
[AGENT][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] The first letter of my last name is [PII].
[CUSTOMER][NEUTRAL] Mhm, OK.
[AGENT][NEUTRAL] Who is that?
[AGENT][NEUTRAL] In today's date, [PII].
[AGENT][NEUTRAL] [PII] is our reference number.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 25, 25. And what are the maximum uh out of pocket amount?
[CUSTOMER][NEUTRAL] Uh one.
[AGENT][NEUTRAL] This is a secondary or gap insurance car loan. It's meant to pick up the deductible, co-payment or co-insurance for inpatient hospital.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Up to $7150 per calendar year or for outpatient benefits which includes treatment or procedures within the physician's office but not the office visit co-pay, up to $3,575 per calendar year, that's just a verification of the benefits, not a guarantee of payment.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] So the total maximum benefit would be 10,600725.
[AGENT][NEUTRAL] No, the benefits are different. Um, the inpatient benefits are a separate bank of money, the outpatient benefits are a separate bank of money. So we, we treat them as we don't.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They're treated as separate um banks of money.
[CUSTOMER][NEUTRAL] Uh, so there is no maximum benefits cover uh coverage.
[AGENT][NEUTRAL] No, there's not.
[AGENT][NEUTRAL] No, there is not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh, that will be all, ma'am. Uh, what's your name? [PII], right?
[AGENT][NEUTRAL] My name is, yes, we'll use that today's date, [PII] as our reference. Is there anything else I can help with, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Uh, that will be all, ma'am. Thank you so much for your time and patience.
[AGENT][POSITIVE] Thank you for contacting ATL. Have a good day.