AccountId: 011433970860
ContactId: dc488e25-382d-4559-8ba5-ec9ef3f4059d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184000 ms
Total Talk Time (AGENT): 109507 ms
Total Talk Time (CUSTOMER): 52645 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/dc488e25-382d-4559-8ba5-ec9ef3f4059d_20250620T13:36_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from Miami Cancer Institute to check the um eligibility for a patient.
[AGENT][NEUTRAL] I can have an eligibility with whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], thank you. What's that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] 01071613
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. The policy went into effect on [PII]. It is active.
[AGENT][NEUTRAL] This is a secondary or gap insurance, uh, that's meant to complement their major medical. Is there anything that I can tell you about this gap insurance, or did you just want to know about the eligibility?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, I need the benefits. Um, does, is the patient covered on a daily basis or is it an annual, uh, coverage?
[AGENT][NEUTRAL] It's a, it's per occasion for outpatient hospital. We'll pick up the deductible, co-payment or co-insurance per occasion, uh, up to $500. Um, that is just a verification then if it's not a guaranteed payment, and that renews every 90 days.
[CUSTOMER][NEUTRAL] OK, and it's $500 per day or per 90 days?
[AGENT][NEUTRAL] But no, per, per, uh, yeah, for 90 days or per occasion. So, um, if this, for example, uh if they broke their arm, uh, the right arm, they have $500 to get that fixed. If they broke their left leg, they have $500 to get that fixed. It's per occasion. So per per incident, per, um,
[AGENT][NEUTRAL] Yeah, sickness or illness.
[AGENT][NEUTRAL] And again, just a verification I think.
[CUSTOMER][NEUTRAL] OK, so for like an office visit.
[AGENT][NEUTRAL] Uh, those are 4 per calendar year.
[CUSTOMER][NEUTRAL] For a specialist officers.
[AGENT][NEUTRAL] Yeah, those are 4 per calendar year. um, we pay up to $25 for those and, uh, she has used.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] So there's a remaining two office visits that are left for this calendar again just a verification.
[CUSTOMER][NEUTRAL] Is this a short term policy?
[AGENT][NEUTRAL] Uh, no, this is not. It's, uh, it's a regular policy. It, it's like a gap insurance.
[CUSTOMER][NEUTRAL] OK, so you said 25 per day for the offices.
[AGENT][NEUTRAL] At $25 for each office visit and there's 4 of them throughout the calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she's used to.
[AGENT][NEUTRAL] And she's used to.
[CUSTOMER][POSITIVE] OK perfect thank you so much. Can I have a reference number for this call?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We'll use that today's date as a reference. Is there anything else at all that I may help with our billing address, anything at all?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much.
[AGENT][POSITIVE] OK, thanks for contacting me.