AccountId: 011433970860
ContactId: bab125f3-c25a-40ee-81f2-9e54c221c76c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171710 ms
Total Talk Time (AGENT): 71462 ms
Total Talk Time (CUSTOMER): 67768 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/bab125f3-c25a-40ee-81f2-9e54c221c76c_20250218T16:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I am calling from.
[CUSTOMER][NEUTRAL] Excuse me, Florida Orthopedic, and I have a patient who has this insurance as a secondary.
[AGENT][NEUTRAL] No, it's OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I need to see what the benefits are.
[AGENT][POSITIVE] Absolutely, [PII]. Happy to help. Uh, do we have a policy number by chance?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] It's got a group number.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Do we see any sort of like inpatient um cert number or?
[CUSTOMER][NEUTRAL] Oh, I see it now. OK, OK, it's gonna be outpatient, so 02574927.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][POSITIVE] Thank you [PII] let's take a look here.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And if I can get the patient name and date of birth.
[CUSTOMER][NEUTRAL] Be patiently.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Read, I don't know.
[AGENT][NEUTRAL] That's a good guess. I don't know either.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, and then just her date of birth, please.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. So, uh, patient plan [PII] is active. The effective date on this is [PII]. It is a secondary policy, so it will cover deductible, co-pay, co-insurance. The primary does not.
[AGENT][NEUTRAL] The outpatient benefit.
[CUSTOMER][NEUTRAL] It does cover all that?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It covers the deductible.
[AGENT][NEUTRAL] Yup.
[CUSTOMER][NEUTRAL] Out of pocket copays.
[AGENT][NEUTRAL] Co-pay and co-insurance, yeah.
[CUSTOMER][NEUTRAL] Wow, OK, so it covers everything.
[AGENT][NEUTRAL] And then it looks like her plan has an outpatient.
[AGENT][NEUTRAL] Benefit max, um, a calendar day, not a year, it's a calendar day and the max is 6000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, uh, that's what I needed to know. I appreciate it.
[AGENT][POSITIVE] You're welcome, [PII]. You have a good rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] Mm OK.