AccountId: 011433970860
ContactId: ec809e53-0c4d-41f8-b7a4-48e7bd174731
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121180 ms
Total Talk Time (AGENT): 64780 ms
Total Talk Time (CUSTOMER): 42123 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/ec809e53-0c4d-41f8-b7a4-48e7bd174731_20250415T15:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from Nicholas Children's Hospital. I'm calling to get benefits for patients to find out if they have coverage, um, as a secondary gap plan.
[AGENT][POSITIVE] OK, I can check those benefits for you. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, that is 01936591, M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the patient, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this policy is active. Effective date was [PII], and of course this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and we were needing to look at the outpatient benefits, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, of course I will let you know verification of coverage is not a guarantee of payment for claims. The outpatient benefit is on a per calendar day basis. It pays up to $500 per calendar day.
[CUSTOMER][NEUTRAL] OK, perfect. Um, is there a max for the year or no?
[AGENT][NEUTRAL] No, it's just the daily maximum.
[CUSTOMER][NEUTRAL] OK, great. Can I have uh a reference number?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Uh so my name is spelled [PII], last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Nope, nothing else. Thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye