AccountId: 011433970860
ContactId: f04de211-0fd5-4fae-bc2c-919fdb8ebebb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182589 ms
Total Talk Time (AGENT): 68001 ms
Total Talk Time (CUSTOMER): 66829 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/f04de211-0fd5-4fae-bc2c-919fdb8ebebb_20250327T15:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from um benefits and eligibility, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits and eligibility. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, the policy number, uh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 148
[CUSTOMER][NEUTRAL] 0051 ML 8.
[CUSTOMER][NEUTRAL] No, that this is that the same as the certificate number?
[AGENT][POSITIVE] Yes, that, that's the correct number.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] You have the patient name and date of birth?
[CUSTOMER][NEUTRAL] Is [PII], uh, birthday [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And this is not a guarantee of payment, a basic outline of the policy. She is active and effective [PII].
[AGENT][NEUTRAL] And is this for outpatient benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Get that pulled up, just one moment.
[AGENT][NEUTRAL] So for outpatient benefits, she has a $3000 calendar year maximum benefit.
[CUSTOMER][NEUTRAL] So that's how, OK, this is a secondary. So you're only that's a gap insurance, correct?
[AGENT][NEUTRAL] Yeah, so this is a supplemental policy. It'll pay $3000 per calendar year. Um, be sure when you file the claim, you have the primary explanation of benefits. We'll pick up potentially deductible co-pay and co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and that's 3000.
[CUSTOMER][NEUTRAL] OK, that go to APL, correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And what's the billing address please?
[AGENT][NEUTRAL] Uh, our billing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, first initial of your last name please, [PII].
[AGENT][NEUTRAL] Uh, last initial is [PII] or [PII]. And then can I help with anything else today, [PII]?
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] No, I just need a call reference number, please.
[AGENT][NEUTRAL] Uh, just first name, last initial, and then today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you for calling ATL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.