AccountId: 011433970860
ContactId: d6eeeefe-e1a0-4515-8fd0-8c07cce24b45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109360 ms
Total Talk Time (AGENT): 55442 ms
Total Talk Time (CUSTOMER): 44297 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/d6eeeefe-e1a0-4515-8fd0-8c07cce24b45_20250423T12:22_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good morning. This is [PII] from Unique. I need to verify members GAP benefits. Uh, she's being charged a deductible after her CAT scan. I want to see if the plan covers it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Take care, and I can certainly help with that. What is the policy number, please?
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][NEUTRAL] Um, hold on, this is outpatient. 023361.
[CUSTOMER][NEUTRAL] 13 Mary Lima and the number 8.
[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] Yeah, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. For outpatient services such as the type you're describing, uh, we will pick up the deductible, co-payment or coinsurance up to $250 per calendar day. That's just a verification, not a not a guarantee of payment. Is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, I'm sorry, yeah, you spoke a little too fast. So the deductibles.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Yes, we'll pick up the.
[CUSTOMER][NEUTRAL] Deductible will be covered?
[AGENT][NEUTRAL] Yes, up to $250 per calendar day. Uh, again, that's just a verification, not a guaranteed payment, but that's what the policy does. It pays up to that amount.
[CUSTOMER][NEUTRAL] 0, 250 daily?
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] OK. All right. And you say your name is, you said [PII]?
[AGENT][NEUTRAL] Yes, my name is [PII], and the first letter of my last name is [PII], and we're gonna use that in today's date as a reference. Is there anything else at all that I can help with on the secondary or gap insurance?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, no, that'll be all. Thank you.
[AGENT][POSITIVE] Thanks for contacting AT