AccountId: 011433970860
ContactId: e30fa426-f362-4cd0-9169-ae0edfd13c02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115680 ms
Total Talk Time (AGENT): 58680 ms
Total Talk Time (CUSTOMER): 55378 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/e30fa426-f362-4cd0-9169-ae0edfd13c02_20250416T18:49_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I was calling to verify benefits for one of our patients.
[AGENT][NEUTRAL] I can help with benefits. What's that policy number, please?
[CUSTOMER][NEUTRAL] Perfect. Policy number would be 02258741 M as in Mary, L as in Lima, and the number 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, of course it would be [PII]. That's gonna be a direct line, no extension needed.
[AGENT][NEUTRAL] Thank you. Um, the policy went into effect on [PII]. It is active. Now, this has in and out of hospital benefits as well as treatment within the physician's office. Is there anything in particular that I could tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] I was just looking for the um for the amount covered for calendar year for outpatient um place of service.
[AGENT][NEUTRAL] Yes, what we'll do is we'll pick up the deductible, co-payment or co-insurance for outpatient hospital up to $1500 per calendar year. That is just a verification of the benefits, not a guarantee of payment. It doesn't look like she's used any of those benefits for the calendar year, so it looks like they're all available. Is there anything else I can tell you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you said 1500, right?
[AGENT][POSITIVE] That's right. Mhm.
[CUSTOMER][POSITIVE] You said 1500? Perfect. OK, no, that was actually everything I needed for today and you said that it's fully remaining, correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][POSITIVE] Perfect. So that would be it for me today. May I please just have a reference number for our call if you don't mind?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII], and we'll use that in today's date as a reference.
[CUSTOMER][POSITIVE] Perfect thank you so much [PII] for all of your help today. I really appreciate it. You have a wonderful rest of your day.
[AGENT][POSITIVE] Mhm. Thanks for contacting. Thanks for contacting APL.