AccountId: 011433970860
ContactId: ccbeb346-01be-4842-bad3-14f2409ff1a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103760 ms
Total Talk Time (AGENT): 60538 ms
Total Talk Time (CUSTOMER): 29613 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/ccbeb346-01be-4842-bad3-14f2409ff1a2_20250204T21:02_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling to see the coverage for a patient's secondary.
[AGENT][POSITIVE] I can certainly help with benefits, and with whom am I speaking, please?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] Good, thank you. What is that policy number we're looking at today?
[CUSTOMER][NEUTRAL] Policy number is 02299144ML8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] Appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you very much. It looks like the policy went into effect on [PII]. It is active. You mentioned benefits. Now this is a secondary or gap insurance, and what we do is we will pick up the deductible, co-payment or co-insurance from her major medical, up to $1000 for outpatient services or treatment within a physician's office, or $1000 for inpatient services. Um, and obviously that is just a verification of those benefits not a guarantee of payment.
[AGENT][NEUTRAL] Uh, you know, it doesn't look like she's used anything for the calendar year [PII], so it looks like that's all going to be available and you would just file through their major medical first and then through us.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Is there anything else at all I can?
[CUSTOMER][NEUTRAL] And that's the 1000 per year?
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, just wanted to make sure. Thank you so much.
[AGENT][POSITIVE] OK, if there's anything else I can help with, and thank you for contacting APL. Have a good day.