AccountId: 011433970860
ContactId: dc6c674a-6dbd-4baa-876b-31add8009761
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132479 ms
Total Talk Time (AGENT): 72251 ms
Total Talk Time (CUSTOMER): 45629 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/dc6c674a-6dbd-4baa-876b-31add8009761_20250623T20:07_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, [PII]. Good afternoon. My name is [PII]. Last name initial, [PII]. I'm calling in regards to a mutual patient. I wanted to know if I can get their outpatient hospital benefits of the year.
[AGENT][POSITIVE] Yes, we can certainly help with outpatient benefits. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 02565543.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [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] I thank you very much. The policy went into effect on [PII]. It is active. Now the outpatient benefits for this policy, we will pick up the deductible, co-payment or co-insurance.
[AGENT][NEUTRAL] Up to $6000 per calendar year for outpatient hospital services, that's just a verification of the benefits, not a guarantee of payment. It covers a variety of outpatient services, uh, Brianna, but not the office visit co-pay. Is there anything in particular that I could look at?
[CUSTOMER][NEUTRAL] I wanted to get the outpatient hospital benefit of the year.
[AGENT][NEUTRAL] That that's it. It's $6000 per calendar year. That's just a verification of the benefits, not a guarantee of payment. I'll just check and see how much they.
[CUSTOMER][NEUTRAL] Oh, is the 6000 still remaining?
[AGENT][NEUTRAL] Uh, that's what I'm looking at right now. It looks like he has used $3000 of those benefits so far.
[AGENT][NEUTRAL] So it looks like it, he, he has half of it left.
[CUSTOMER][NEUTRAL] So the total
[CUSTOMER][NEUTRAL] Yeah, so the 6000, he used 3000, 3000 already already, so he has 3000 remaining. OK, perfect, [PII]. Can I have the reference number for this call, please?
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] Yes, it's my name which is [PII]. That's [PII] The first letter of my last name is [PII]. We'll use that today's date as our reference. Is there anything else at all that I may help with?
[CUSTOMER][POSITIVE] Uh, no, that's gonna be it. Thank you so much.
[AGENT][POSITIVE] Thanks for contacting AP have a good.