AccountId: 011433970860
ContactId: e618e552-395c-46ab-a35d-ff8a6b6ddef9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139539 ms
Total Talk Time (AGENT): 77426 ms
Total Talk Time (CUSTOMER): 43606 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/e618e552-395c-46ab-a35d-ff8a6b6ddef9_20250612T15:14_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, good morning. I needed to get benefits for a patient, please.
[AGENT][POSITIVE] I can certainly help with benefits and who I speaking please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], thank you. And what is that um
[AGENT][NEUTRAL] Uh, policy number that we're looking at today.
[CUSTOMER][NEUTRAL] Policy number is 02610053.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] or [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. I just need a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you very much. It looks like the policy went into effect on [PII]. It is active. You mentioned benefits. Now the policy has in and out of hospital benefits.
[AGENT][NEUTRAL] Um, for outpatient hospital, we will pick up the deductible, co-payment co-insurance up to $5500 per calendar year. That's just a verification of the benefits, not a guarantee of payment.
[AGENT][NEUTRAL] Is there anything in particular that I can tell you about this gap insurance?
[CUSTOMER][NEUTRAL] Yeah, so he'll be having outpatient surgery.
[CUSTOMER][NEUTRAL] Um, so you guys cover up to how much for that?
[AGENT][NEUTRAL] 5 $5500 for a calendar year. Um, that is just a verification of benefits and to guarantee of payment.
[AGENT][NEUTRAL] And it looks like for the account year [PII], nobody has used any of the benefits. It looks like they're all going to be available for that surgery.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else at all that I can help with where to send your claim or anything at all?
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] No, that's all thank you so much. What was your name again?
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII].
[AGENT][NEUTRAL] We're gonna use that today data server.
[CUSTOMER][NEUTRAL] And that's the reference number for today, your name?
[AGENT][NEUTRAL] Uh, yes, it's my name in today's date. That's, that's what we'll use as the as the rep.
[CUSTOMER][POSITIVE] OK perfect thank you so much that's all have a great day.
[AGENT][POSITIVE] Thanks for contacting ATM. You have a good day.