AccountId: 011433970860
ContactId: c0fa9951-9421-4973-bfad-6088c930179c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138919 ms
Total Talk Time (AGENT): 94620 ms
Total Talk Time (CUSTOMER): 55331 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/c0fa9951-9421-4973-bfad-6088c930179c_20250219T21:21_UTC.wav
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[AGENT][NEUTRAL] Contacting HL, my name is [PII].
[CUSTOMER][POSITIVE] Yes, hi, good afternoon. I'm calling for Benefice please.
[AGENT][NEUTRAL] I can help with benefits, with whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, OK, thank you. And what is that, uh, policy number, please?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] I have 021 04730.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. I just need a callback number while I'm looking that up, please.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Say that again I'm sorry, ma'am.
[AGENT][NEUTRAL] Um, I just need a callback number, please, in the event that we're disconnected.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I do appreciate that. Um, the policy, whenever these policies, uh, they, they renew the group, this group insurance, and whenever they renew the group, they always get a new number. So there, the current policy number for [PII] is 02.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] if
[CUSTOMER][NEUTRAL] Ok, so that's uh anything beyond that.
[AGENT][NEUTRAL] 406309 and that went into effect in October.
[CUSTOMER][NEUTRAL] I'll, I'll have her
[CUSTOMER][NEUTRAL] And the group room?
[AGENT][NEUTRAL] The group number remains the same. The group number is still going to be, yeah, and that went into effect on [PII]. Now, you mentioned benefits. Uh, the policy has both in and out of hospital benefits. Um, it doesn't have any, uh, benefits for treatment within the physician's office where the office is at co-pay, but for outpatient hospital services, we will pick up the deductible.
[CUSTOMER][NEUTRAL] The same.
[CUSTOMER][NEUTRAL] I didn't do it.
[CUSTOMER][NEUTRAL] Is your number 6?
[CUSTOMER][NEUTRAL] Yeah, I tried that 3 times too.
[CUSTOMER][NEUTRAL] Our time and she
[AGENT][NEUTRAL] Co-payment or co-insurance up to $1500 per calendar year or for inpatient services, um, up to $2000 per calendar year and it doesn't look like she's used any of those benefits, that's just a verification of benefits, not a guarantee of payment.
[CUSTOMER][NEUTRAL] Got it thank you and can I get your name and a reference number please?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as a reference. Is there anything else at all that I may help with?
[CUSTOMER][POSITIVE] No, Ms. [PII], thank you.
[AGENT][POSITIVE] OK, thanks for contacting ATL. You have a very good day.
[CUSTOMER][POSITIVE] Thank