AccountId: 011433970860
ContactId: cc8bfe85-71f7-46fc-82ea-6ec6874b7ead
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139919 ms
Total Talk Time (AGENT): 67658 ms
Total Talk Time (CUSTOMER): 58320 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/cc8bfe85-71f7-46fc-82ea-6ec6874b7ead_20250311T19:58_UTC.wav
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[AGENT][NEUTRAL] For contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. I was wondering if you could assist me in verifying if a patient currently is active with APL?
[AGENT][NEUTRAL] can help with eligibility. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII]. Last name [PII].
[AGENT][NEUTRAL] [PII], thank you. What's that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] It is 1480435 ML 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] First name [PII]. Last name [PII]. Date of birth, [PII].
[AGENT][POSITIVE] I do appreciate that. Is there a callback number I can have in the event that we disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII]. I have no extension.
[AGENT][NEUTRAL] Thank you. The policy went into effect on April, excuse me, uh, [PII], it is current. Is there anything else at all that I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] Would you be able to tell me if this patient has like um an outpatient yearly amount that you guys help her with?
[AGENT][NEUTRAL] Well, it's actually a daily amount. Uh, so for outpatient services, outpatient, yes, outpatient hospital, the ER, urgent care, that sort of thing, we'll pick up the deductible, co-payment or co-insurance up to $500 per calendar day. Now, that's just a verification of benefits, of course, not a guarantee of payment, but that is what her outpatient benefits are.
[CUSTOMER][NEUTRAL] Oh, daily.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now her inpatient benefits are $4000 for calendar year, again, just a verification, not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All [PII]. So, outpatient is daily though, correct? 500 per day?
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All [PII]. Thank you so much, [PII]. I really appreciate all of your help. Um, may I please have the first initial to your last name as well as the reference number?
[AGENT][POSITIVE] Yes, it's [PII], and what we're gonna do is use today's date and my name as a reference. And if there's nothing else I can help with [PII], and thank you very much for contacting ATL. Hope you have a very good day. Thank you.
[CUSTOMER][POSITIVE] Thank you so much