AccountId: 011433970860
ContactId: db88dc63-d8f8-4672-80fa-5c7dea8f5378
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141350 ms
Total Talk Time (AGENT): 61762 ms
Total Talk Time (CUSTOMER): 65470 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/db88dc63-d8f8-4672-80fa-5c7dea8f5378_20250417T17:01_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Saint Francis Hospital. Uh, I have a patient who's scheduled to come and see us, and I'm looking to get some benefit information, please.
[AGENT][NEUTRAL] Sure, I can check these benefits for you. Uh, let's see, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course it's uh my direct line is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] It is, uh, yes, 01986336.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Perfect. Thank you for verifying all of that, [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy. So it is designed to help with co-pay, deductible and co-insurance after major medical pays. And we we needing to look at uh inpatient or outpatient benefit.
[CUSTOMER][NEUTRAL] And this will be for outpatient, um, but we only, we only have the one insurance. Does it happen to say what the primary insurance is?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, it does not. Uh, this is a secondary medical, um, and it does require that the primary pay for this policy to pay.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, I will call her to get that information, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And yeah, so if, if she has a primary and this is secondary, then we will just run it as dual coverage with a zero estimate and um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Let me make sure I don't need anything else. OK, yes ma'am, that was all. I'm, I'm sorry, what was your name again?
[AGENT][NEUTRAL] It's OK, it's [PII] and there wasn't anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you have a reference number?
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial, and today's date, uh, so my last initial is A.
[CUSTOMER][POSITIVE] OK perfect thank you very much I appreciate it.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.