AccountId: 011433970860
ContactId: d2794650-6922-45e0-9e01-1c66dfe4c234
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152699 ms
Total Talk Time (AGENT): 94747 ms
Total Talk Time (CUSTOMER): 40211 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/d2794650-6922-45e0-9e01-1c66dfe4c234_20250324T13:45_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to get out um outpatient benefits for a patient.
[AGENT][NEUTRAL] I can help with outpatient benefits, with whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII]. That's [PII] The first initial to my last name is [PII]
[AGENT][POSITIVE] Thank you. Yeah, and I'm sorry, I'm gonna mispronounce this. [PII]. Do you mind telling me your name again, please? Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. Oh, yes, thank you. [PII] I can certainly help with benefits. What is that policy number, please?
[CUSTOMER][POSITIVE] Perfect thank you it's 02496804.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII] option two.
[AGENT][NEUTRAL] I appreciate that. Now, this is a secondary or gap insurance that's meant to complement his major medical. It went into effect on [PII]. It is active. Now, this has in and out of hospital benefits, uh, and basically what we do is we pick up the deductible, co-payment or co-insurance for from his major medical for a variety of, of places of service, inpatient, outpatient, that sort of thing. So is there anything in particular that I could tell you?
[CUSTOMER][NEUTRAL] Um, I just need outpatient, uh, benefits.
[AGENT][NEUTRAL] Of course. So for our.
[CUSTOMER][NEUTRAL] He's coming to have a procedure done.
[AGENT][NEUTRAL] Oh, yes, OK. In, in a doctor's office, is that right? Or?
[CUSTOMER][NEUTRAL] Uh, for the facility.
[AGENT][NEUTRAL] With the, OK, so.
[CUSTOMER][NEUTRAL] It's an outpatient facility.
[AGENT][NEUTRAL] Great, so what we will do is we'll pick up the deductible, co-payment or co-insurance up to $4000 per calendar year. That is just a verification of the benefits, not a guarantee of payment, and you'll just uh file through his major medical first please and then through us.
[AGENT][NEUTRAL] would you like?
[CUSTOMER][NEUTRAL] OK, perfect, and has he meant anything towards that 4000?
[AGENT][NEUTRAL] Uh, let's just see here. Um.
[AGENT][NEUTRAL] But the calendar year [PII], he is not, uh, it's kind of a new policy, so yeah, he probably hasn't used it yet. Do you want our mailing address or is there anything else at all that I may help with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh no, that is all. Thank you so much [PII]. Can I have a reference number for the call?
[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.
[CUSTOMER][POSITIVE] Thank you I hope you have a great day.
[AGENT][POSITIVE] Thanks for contacting AP have a