AccountId: 011433970860
ContactId: ce9e6551-9a81-458f-828d-15e2c5788c09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216479 ms
Total Talk Time (AGENT): 124897 ms
Total Talk Time (CUSTOMER): 79025 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/ce9e6551-9a81-458f-828d-15e2c5788c09_20250619T13:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for contacting ATM. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm calling from Nicholas Children's Neurology to verify um if a policy is active.
[AGENT][NEUTRAL] I can help with eligibility, and I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] I just, thank you so much. And what is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's 01845829. Uh, what's the first letter of your last name?
[AGENT][NEUTRAL] It's [PII]. We'll use that today's date and in a moment for our reference and the patient's name and date of birth please guys.
[CUSTOMER][POSITIVE] I'm, I'm sorry.
[CUSTOMER][NEUTRAL] I can't hear you.
[AGENT][NEUTRAL] Oh, I'm sorry. Can you hear me now? I'm just having a little trouble with my phone. Um, I just need to know the, uh, insured's name, the date of birth, and then I need your phone number as a confirmation.
[CUSTOMER][POSITIVE] Yes, no worries.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] OK, it's an American uh Pub Life.
[AGENT][NEUTRAL] Oh no, no, I mean, um, I need, I need the patient, the, the person who's the guy who's in your office. I need, I need their name and, and date of birth, yes.
[CUSTOMER][NEUTRAL] The patient name is.
[CUSTOMER][NEUTRAL] The patient?
[CUSTOMER][NEUTRAL] Right, it's [PII].
[CUSTOMER][NEUTRAL] [PII] Last name is [PII]
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] And I just need it.
[CUSTOMER][NEUTRAL] It's a dependent.
[AGENT][NEUTRAL] Yes, ma'am. I just need a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] Thank you so much. Now the policy went into effect on [PII]. It is active. This is a secondary or gap insurance. Is there anything else at all that I can tell you about the insurance? Would you like to know about any of the benefits or where to send your claim?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so the benefits, um.
[CUSTOMER][NEUTRAL] Out of the above, uh huh.
[AGENT][NEUTRAL] All of the above. OK, so, uh, the policy is just for in and out of hospital settings. It's just for inpatient or outpatient hospital. Um, for outpatient hospital, we will pick up the deductible, co-payment or co-insurance up to $1000 per calendar year for inpatient services of 18 hours or more, we pick up the deductible.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Copay or phone insurance up to $2000 per pound a year, just a verification of the benefits, not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now, we do have a mailing address. We have a fax address. Uh our payer ID is 60.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 801
[AGENT][NEUTRAL] But the fastest way to get a claim to a I is through our online service center at secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I, I would need the mailing.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh yes, of course, [PII].
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] Sorry, your phone, your phone is cutting out, so I got 248.
[AGENT][NEUTRAL] That is a
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] 950 sorry OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Zip code?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] 8950.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else at all I can help with?
[CUSTOMER][NEUTRAL] OK, and can you repeat?
[CUSTOMER][NEUTRAL] Can you repeat the the date of that the policy was active?
[AGENT][NEUTRAL] Uh, yes, I certainly can do that. So this policy went into effect.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII] perfect OK awesome thank you so much.
[AGENT][POSITIVE] OK, if there's anything else to help with, thanks for contacting AT. Have a good day.
[CUSTOMER][NEUTRAL] Alright.