AccountId: 011433970860
ContactId: da99b6bb-e13d-4b31-b8d3-0f6992f4b5cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135080 ms
Total Talk Time (AGENT): 85507 ms
Total Talk Time (CUSTOMER): 44738 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/da99b6bb-e13d-4b31-b8d3-0f6992f4b5cb_20250317T12:06_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. My name is [PII]. I'm calling from our provider's office. I was calling just to see if a patient was eligible and then if I can get like a fax with benefits or if I have to get a breakdown.
[AGENT][POSITIVE] Yes, I can certainly help with benefits, and I'm sorry, with whom am I speaking, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] [PII], thank you. I'm sorry. Um, my phone is cutting in and out and I'm just having a little trouble with it. OK, so, uh, let's look at the policy and what is the um policy number, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, I have 02520703.
[AGENT][NEUTRAL] OK, thank you. And [PII], what is the name of the insured and their date of birth?
[CUSTOMER][NEUTRAL] Yes, I have [PII] and then date of birth is [PII].
[AGENT][POSITIVE] OK, thank you very much. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you very much. It looks like the policy went into effect on uh [PII]. It is active. And you mentioned benefits. This is a secondary or gap insurance, and what we will do is we will pick up the deductible, co-payment or co-insurance from the major medical, up to $3500 for outpatient services or $3500 for inpatient services, and this is just the verification of the benefits, not a guarantee of payment.
[AGENT][NEUTRAL] Is there anything specific that I can tell you about the policy?
[CUSTOMER][NEUTRAL] Yeah, so I am basically just calling other dental benefits on this plan.
[AGENT][NEUTRAL] Well, the dental benefits, uh, I'm not really sure whether he's got dental benefits with us. Let me just check. Some of these policies, uh, you know, this is a group, uh, insurance, and sometimes they will have uh dental, uh, with us as well. Um, let me just check. OK, so Mr. [PII] does not have dental benefits with us. This is just going to be a medical policy. Um, so, he may have it through his employer, but it's not through us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Gotcha. OK. That is all I needed then. Thank you so much for your help.
[AGENT][POSITIVE] OK, if there's nothing else we can help with, thanks for contacting AP have a good.