AccountId: 011433970860
ContactId: a8a2c137-532e-43ba-b89d-a89982864bda
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169740 ms
Total Talk Time (AGENT): 76043 ms
Total Talk Time (CUSTOMER): 68960 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/a8a2c137-532e-43ba-b89d-a89982864bda_20250214T21:35_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII] I'm looking to verify eligibility and benefits for a member's gap policy.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility and benefits. And may I have the place where you're calling from?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Yes, that is Baptist Surgery and endoscopy Center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, that'll be [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And may I ask for the spelling of your name please?
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][POSITIVE] Excellent thank you so much though.
[AGENT][NEUTRAL] You're welcome. And may I have the name? Um, let me have the policy number. I'm sorry, I didn't get the policy number, miss [PII].
[CUSTOMER][NEUTRAL] OK, yeah, the policy number will be 02281903ML8.
[AGENT][NEUTRAL] OK, let me have that one more time. I didn't take it.
[CUSTOMER][NEUTRAL] Mhm OK so 022.
[CUSTOMER][NEUTRAL] 81903.
[CUSTOMER][NEUTRAL] ML 8.
[CUSTOMER][POSITIVE] I think it's the right one
[AGENT][NEUTRAL] OK, what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Oh, you know what?
[CUSTOMER][POSITIVE] Yes, I have [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's your date of birth?
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] OK, thank you. All right. And let's see, so we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical. And before I give you benefits, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we have an outpatient maximum of 2000 per covered person per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Per calendar day.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is there like an annual maximum on that coverage?
[AGENT][NEUTRAL] No, it's just per day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome. OK, just making a note of that should be wrapping up then. So may I have your reference number for this call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you would like this question.
[CUSTOMER][POSITIVE] Excellent then well that should be all for now. I really do appreciate your time and taking this call. Hope you have a great day.
[AGENT][POSITIVE] Mm. You're welcome. You as well, and thank you for calling APL. Have a good weekend.
[CUSTOMER][NEUTRAL] Alright you too bye bye now.
[AGENT][POSITIVE] Thank you