AccountId: 011433970860
ContactId: b0990942-2963-4c02-9843-a889d314c670
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184220 ms
Total Talk Time (AGENT): 91599 ms
Total Talk Time (CUSTOMER): 59726 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/b0990942-2963-4c02-9843-a889d314c670_20250602T13:33_UTC.wav
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[AGENT][POSITIVE] Thank you for
[CUSTOMER][NEUTRAL] Yeah this is the 3rd email I received.
[AGENT][POSITIVE] Yes, thank you for contacting APL. My name is [PII].
[CUSTOMER][NEUTRAL] Hello, hi, yes, my name is [PII]. I'm calling you from Acumen.
[CUSTOMER][NEUTRAL] I'm um calling regarding a patient that's in-house. I need help with benefits.
[AGENT][POSITIVE] I can help with benefits, absolutely. Well, what is that policy number, please?
[CUSTOMER][NEUTRAL] I have 0199455ML.
[CUSTOMER][NEUTRAL] 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], last name is spelled [PII] [PII].
[AGENT][NEUTRAL] OK, let's see, let's see here. This is the number that you gave me, is it coming up, but let's just see what we've got. Now you said that her last name, do you mind uh spelling that for me again, [PII], just one more time.
[CUSTOMER][NEUTRAL] Sure. [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And her first name is?
[CUSTOMER][NEUTRAL] No, they have, you know what, I'm looking at this card.
[CUSTOMER][NEUTRAL] They have a different last name on the card. It's spelled [PII]
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And then what's the first name on it?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII], OK, let's see if we can't find that. And while I'm looking that up, if I could just have a callback number for you please ma'am in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII], that is correct.
[AGENT][NEUTRAL] Perfect, thank you. Now the policy went into effect on [PII], and it is active. Now, this is a secondary or gap insurance, and you mentioned benefits. What we will do is we will pick up the deductible, co-payment, or co-insurance for in and out of hospital settings as well as treatments or procedures within a physician's office.
[AGENT][NEUTRAL] Now for the outpatient services, we will pick up that deductible, co-payment or co-insurance up to $2500 or we will pick up the uh deductible co-payment or co-insurance for inpatient services up to $25 2500 dollars as well. And again, that's just the verification of the benefits, not a guarantee of payments.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Is there anything in particular that I can tell you about the secondary or gap insurance?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] No, it's OK that's all the information I needed, and I'm so sorry your name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, my name is [PII], and the first letter of my last name is [PII], and we're gonna use that today's date as our as our reference.
[CUSTOMER][POSITIVE] [PII], thank you so much for all your help.
[AGENT][POSITIVE] Well, thank you for contacting ATO. You have a good day.