AccountId: 011433970860
ContactId: d635f4a2-fd07-4ef3-a97f-efdf695e8713
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177220 ms
Total Talk Time (AGENT): 98806 ms
Total Talk Time (CUSTOMER): 45301 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/d635f4a2-fd07-4ef3-a97f-efdf695e8713_20250605T18:32_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Broad Health Coral Springs, and I was calling to get, uh, benefits on a member, um, for their upcoming inpatient surgery.
[AGENT][POSITIVE] Yes, um, can certainly help with inpatient benefits. What's that policy number, please?
[CUSTOMER][NEUTRAL] 02411129 ML 7
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] I do appreciate that. Is there a callback number, please? I can ask any event that we're disconnected?
[CUSTOMER][NEUTRAL] I can't really hear you. What did you say?
[AGENT][NEUTRAL] Yes, uh, I can, um, I do have a policy for this individual. If I could have, um, a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK, thank you very much. The policy went into effect on [PII]. It is active.
[AGENT][NEUTRAL] Now for inpatient services, we will pick up the deductible.
[AGENT][NEUTRAL] Co-payment or co-in interest up to $3000 per calendar year.
[AGENT][NEUTRAL] That's just a verification of the benefits, not a guarantee of payment, and it doesn't look like reporter [PII] has used any of those benefits as of this current date. Is there anything else at all that I could tell you about the secondary or gap insurance where to uh send your claims or anything else?
[CUSTOMER][NEUTRAL] Um, what's your guys' billing address?
[AGENT][NEUTRAL] Our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That is in
[AGENT][NEUTRAL] [PII] City, [PII].
[AGENT][NEUTRAL] The zip code
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] We also have an online service center where you can submit your claims.
[AGENT][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] [PII] and that's probably the fastest way to get them to us or fax number is [PII].
[CUSTOMER][NEUTRAL] OK and your name is?
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII].
[CUSTOMER][NEUTRAL] Do you provide reference numbers for the call or no?
[AGENT][NEUTRAL] Is there anything else that
[AGENT][NEUTRAL] Yes, it's just my name and today's date.
[CUSTOMER][NEUTRAL] Oh, OK, alright, um, so no, that's it because you said you cover up to $3000 you said and.
[AGENT][NEUTRAL] Right, and he hasn't, he hasn't used any of it.
[CUSTOMER][NEUTRAL] No, no, no, but that's, but that's what you cover up to $3000 for the year, right?
[AGENT][POSITIVE] That, that's right. That's absolutely right.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] OK, thanks for contacting AP have a