AccountId: 011433970860
ContactId: b5a9bda1-8c9b-402f-82b4-14515919bc1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123059 ms
Total Talk Time (AGENT): 71029 ms
Total Talk Time (CUSTOMER): 34474 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/b5a9bda1-8c9b-402f-82b4-14515919bc1f_20250529T14:36_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Good morning. Thank you for contacting ATL. My name is [PII]. How may I help?
[CUSTOMER][NEUTRAL] OK, this is [PII] with Eina Health, and I am calling um for benefit coverage on one of our patients.
[AGENT][NEUTRAL] I can help with benefits, [PII]. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] 024061.
[CUSTOMER][NEUTRAL] 41.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Thank you. And what is the um callback number that I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Now, what we will do for uh is it outpatient services? You mentioned wanting to know about the benefits. Is it outpatient or inpatient benefits that I may help with?
[CUSTOMER][NEUTRAL] Outpatient clinic.
[AGENT][NEUTRAL] The outpatient clinic, OK, so what we will do is we will pick up the deductible, co-payment or co-insurance for for that type of service up to $500 per occasion. That's just a verification of benefits, not a guarantee of payments. Um, usually they're, uh, what we will do is we will pay that amount, uh.
[AGENT][NEUTRAL] For each, um, medical incident, uh, and there's, uh, then it renews every 90 days again just a verification of a guarantee of payment, um, but that's what we will do for those particular services. Now is there anything else at all that I may help with, um, where you can uh submit your claim? OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Well, if there is anything else that we can help with, thank you for contacting API. Have a good day.
[CUSTOMER][POSITIVE] I'm good, thank you.