AccountId: 011433970860
ContactId: d96ba8b2-f1a3-43e3-8d32-b09d3bf3666f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125500 ms
Total Talk Time (AGENT): 69597 ms
Total Talk Time (CUSTOMER): 46798 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/d96ba8b2-f1a3-43e3-8d32-b09d3bf3666f_20250117T20:12_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. My name is [PII]. I'm calling from the physician office to verify patients benefits.
[AGENT][NEUTRAL] This you can help with benefits. What is that policy number, please?
[CUSTOMER][NEUTRAL] 02118993
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh [PII] last name [PII].
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. This is a secondary or gap insurance. It's meant to pick up the deductible, co-payment or co-insurance for the major medical.
[AGENT][NEUTRAL] For outpatient services such as the ER, outpatient surgery, um, that sort of thing, we'll pay up to $500 per calendar day. It's just a verification of benefits and for inpatient, it's up to $3000 per calendar year. Is there anything in particular that I can tell you about the policy?
[CUSTOMER][NEUTRAL] Alright, so all patient up to 500 per calendar day, right? You say?
[AGENT][NEUTRAL] That's correct, yes, it's a per calendar day maximum.
[CUSTOMER][NEUTRAL] And for inpatient up to 3000 per calendar year.
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] OK, office is due in October, right?
[AGENT][NEUTRAL] The office, uh, nothing within a physician's office is covered. This is strictly for inpatient or outpatient hospital.
[CUSTOMER][NEUTRAL] OK, so nothing in case that she has any ultrasound or any surgical procedure in the office then won't be covered.
[AGENT][NEUTRAL] Not, not a physician's office. No, it has to be in an outpatient hospital setting.
[CUSTOMER][POSITIVE] Oh, OK, good, thank you. OK, good to know. Alright, perfect, thank you so much and that would be all. May I have your reference number and your name again?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we'll use that and today's date as our reference, and there's nothing else I can help with anything, yes, uh-huh.
[CUSTOMER][POSITIVE] Great
[CUSTOMER][POSITIVE] No, that would be all. Thank you so much for your help.
[AGENT][POSITIVE] OK, thanks for contacting EP. Have a good day.