AccountId: 011433970860
ContactId: c22b11e2-ad87-4f4c-aceb-a94ec1cca88d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205520 ms
Total Talk Time (AGENT): 93870 ms
Total Talk Time (CUSTOMER): 79490 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/c22b11e2-ad87-4f4c-aceb-a94ec1cca88d_20250115T21:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am, I'm calling from um East Georgia Pediatrics, um, in [PII], and I have a patient that, um, is a patient with us, and they had, um, y'all's insurance back in [PII]. Look, I looks like effective date was [PII], and I need to see exactly what benefits that was and what it covered. I don't think they have it now, um, because they went with something else, but I just need to see because we do have some that we need to.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To take care of that was in those dates that it was effective so if I can get the effective dates and exactly what it covered like.
[AGENT][NEUTRAL] OK, I can help you with benefits in the effective date. Uh, can you please give me your name and your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Yeah, um, my name is [PII] and the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII]. What is the patient's name?
[CUSTOMER][NEUTRAL] It's uh [PII]
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] And her date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is the policy number?
[CUSTOMER][NEUTRAL] It is um 02541646.
[AGENT][NEUTRAL] OK, let me pull that policy in real quick.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] I have it listed as a um as a secondary so we're just trying to figure out what it.
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] So it is, um, and Ms. [PII]'s, uh, effective date is going to be
[AGENT][NEUTRAL] [PII], you're correct on that. The policy lapsed on
[AGENT][NEUTRAL] To one of oh it's still active.
[CUSTOMER][NEUTRAL] It's still active, OK.
[AGENT][NEUTRAL] Policy is still active, yes. Policy is still active and they have um
[AGENT][NEUTRAL] And, OK, this is a supplemental insurance that's billed secondary to the primary. It does help with deductible, co-pay, and co-insurance, just those three things. And she hasn't, and this is just to verify the coverage, not a guarantee of payment. She has an inpatient benefit amount of $5000. Let's see if that's per calendar year or day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it's $5000 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then they also have an outpatient benefit amount of $5000 per calendar year.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, so it does help with copays and co-insurance.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, OK, that's what I needed to know.
[AGENT][POSITIVE] OK, um, is there anything else, Ms. [PII]? You're so welcome. You have a.
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][NEUTRAL] Uh, no, I think that's it.
[AGENT][POSITIVE] OK, great. You have a great night. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Uh huh you too bye bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye.