AccountId: 011433970860
ContactId: db8eb3be-8da2-447d-b71b-8995d3b1017f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119040 ms
Total Talk Time (AGENT): 58498 ms
Total Talk Time (CUSTOMER): 46078 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/db8eb3be-8da2-447d-b71b-8995d3b1017f_20250523T17:42_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, good afternoon. My name is [PII]. I'm calling from our facility. Um, we have a patient here who provided their APL gap insurance, um, and so I wanted to know what outpatient benefits they have available.
[AGENT][NEUTRAL] I can certainly help with outpatient benefits. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 02037623ML8.
[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 appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you very much. The policy went into effect on [PII]. It is active.
[AGENT][NEUTRAL] Now for um outpatient services.
[AGENT][NEUTRAL] The policy will pick up the deductible, co-payment or co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Up to $7500. That is just the verification of the benefits.
[AGENT][NEUTRAL] Not a guarantee of payment, um.
[AGENT][NEUTRAL] And it looks like for the calendar year [PII].
[AGENT][NEUTRAL] They have um used $10 of the of the uh the outpatient benefits.
[AGENT][NEUTRAL] Is there anything else at all that?
[CUSTOMER][NEUTRAL] OK, they've only used $10.
[AGENT][NEUTRAL] Right, that's right. Is there anything else at all that I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] Uh, no, you said they have 7500?
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] OK. um, no, that's all. Thank you for, for your help. Can I just have a reference number for our call, please?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as our reference.
[CUSTOMER][POSITIVE] Perfect, thank you for your help [PII] have a good one.
[AGENT][POSITIVE] Mhm thanks for contacting.