AccountId: 011433970860
ContactId: bd75e8b3-608f-40d8-8859-49c491c3064f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176179 ms
Total Talk Time (AGENT): 71562 ms
Total Talk Time (CUSTOMER): 76593 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/bd75e8b3-608f-40d8-8859-49c491c3064f_20250205T17:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Houston Methodist Hospital. Need to check the patient plan type.
[AGENT][NEUTRAL] OK, I can check to see what kind of plan they have. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] 226-7455
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] and the last name is [PII] Date of birth [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] So it's a supplement plan.
[AGENT][NEUTRAL] Yes, secondary medical.
[CUSTOMER][NEUTRAL] OK. Like, uh, it's like plan F, plan G.
[AGENT][NEUTRAL] It's just designed to go off of major medicals, so like Blue Cross, Aetna, Cigna, as long as they're willing to pay, this policy can help with co-pay, deductible and co-insurance. If their major medical is not willing to pay, this policy cannot.
[CUSTOMER][NEUTRAL] OK, just one moment.
[CUSTOMER][NEUTRAL] So the member plan type is supplement, secondary to Medicare, they follow.
[AGENT][NEUTRAL] Secondary medical, yes. Secondary medical.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Secondary medical and they follow Medicare guidelines. No authorization is required, right, for outpatient surgery.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It follows major medical guidelines, and no authorization is not required, again, as long as major medical pays.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK, and there is no like plan of plan G, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Could you please spell your name?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And they call reference number.
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh, so my last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much. Have a nice day. Bye. Take care.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.