AccountId: 011433970860
ContactId: aab658fc-183a-448a-8208-114639e507f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219880 ms
Total Talk Time (AGENT): 103378 ms
Total Talk Time (CUSTOMER): 90920 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/aab658fc-183a-448a-8208-114639e507f9_20250616T14:00_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Um, my name is [PII]. Last initial is gonna be [PII]. I have a patient that's coming in for a procedure, and I just needed to obtain the benefits and eligibility, please.
[AGENT][NEUTRAL] I can help with benefits and eligibility. Um, and what is that policy number that we're looking at this morning?
[CUSTOMER][NEUTRAL] Uh yes, the policy number is gonna be 01868788.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, the patient's name is [PII], and the date of birth is [PII].
[AGENT][POSITIVE] Thank you. If I could just have a callback number please in the event we're disconnected.
[CUSTOMER][NEUTRAL] Of course, the callback number is gonna be [PII] and that's gonna be a direct line.
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII].
[AGENT][NEUTRAL] It is active. Now, the secondary or gap insurance you mentioned benefits, we will pick up the deductible, co-payment or co-insurance for in and out of hospital settings.
[AGENT][NEUTRAL] Is there anything, uh, in particular that I could tell you about this policy?
[AGENT][NEUTRAL] Any particular benefit
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Got it. OK. So, um, they are coming in for an endoscopy and a colonoscopy and an outpatient.
[CUSTOMER][NEUTRAL] Um, facility, ambulatory surgical center as being secondary, um, and their Blue Cross Blue Shield being primary with this plan to pick up the responsibility of the primary.
[AGENT][NEUTRAL] Yes, of course. So what we will do is we'll pick up the deductible, co-payment or co-insurance for this type of, uh, service up to $2500 per calendar year. That is just a verification of the benefits and not a verification and not a guarantee of payment. Um, you would file, of course, throughplex and Blue Shield first and then to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now, uh, do you have our mailing address, um, or would you like to know about our online service center? We do have a way to submit the claims online at [PII] or you can fax them in.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got it. Uh, let me see.
[CUSTOMER][NEUTRAL] Uh, if I could get the
[CUSTOMER][POSITIVE] Claims address. That would be perfect.
[AGENT][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII] City, [PII].
[AGENT][NEUTRAL] And our zip code is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] and it's uh APL or American public logs and just put attention.
[CUSTOMER][NEUTRAL] OK. Got it, got it. All right. Noted. All right. And I believe that is all the information that I need for this patient. If I could just get your name one more time and a reference number for this call, please?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Certainly. My name is [PII]. The first letter of my last name is [PII].
[AGENT][NEUTRAL] We will use that today's date as a reference and if you do have any other questions, please just let us know.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your help.
[AGENT][POSITIVE] OK, thanks for contacting AP have a good day.