AccountId: 011433970860
ContactId: bfc2c024-6dda-4edc-80c2-9aaf3dc931d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241580 ms
Total Talk Time (AGENT): 93463 ms
Total Talk Time (CUSTOMER): 67612 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/bfc2c024-6dda-4edc-80c2-9aaf3dc931d4_20250116T16:25_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling to um get.
[CUSTOMER][NEUTRAL] Benefits for a patient?
[AGENT][POSITIVE] OK, I can help you with benefits. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII] Callback number is [PII] and I'm sorry, I didn't catch your name.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Thank you, [PII]. What is the um patient's name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what's Miss [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then the policy number please?
[CUSTOMER][NEUTRAL] Policy number is 02273102 M as in Mary L as in Larry 8.
[AGENT][NEUTRAL] OK, let me pull that policy in real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify her coverage. It's not a guarantee of payment. She has a supplemental insurance policy that is billed secondary to the primary. It is a gap insurance that helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] She has an inpatient benefit amount of $4000 per calendar year and then she also has an outpatient benefit amount per calendar day of $500.
[CUSTOMER][NEUTRAL] Per calendar.
[CUSTOMER][NEUTRAL] So $4000 per calendar year for inpatient.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then $500 per day you said?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, but the $500 per day applies for more or less like co-payments and stuff.
[AGENT][NEUTRAL] Right, the policy is for deductible, co-pay or co-insurance.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It can be used for like hospital benefits, correct?
[AGENT][NEUTRAL] Right, if they go inpatient.
[CUSTOMER][NEUTRAL] As long as it's sending to.
[AGENT][NEUTRAL] Yes, ma'am. If they're, uh, no, you're fine. If they're admitted inpatient for more than 18 hours, then that would be for uh the inpatient benefit amount.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you so much [PII]. Can I have a reference number for the call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII]
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][POSITIVE] Thank you so much. You were very helpful. Hope you have a wonderful day.
[AGENT][POSITIVE] You too, Miss [PII]. I hope you have a blessed one. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Bye-bye.