AccountId: 011433970860
ContactId: f0bf095a-8866-4a68-8b12-3672ee0b38d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126400 ms
Total Talk Time (AGENT): 84483 ms
Total Talk Time (CUSTOMER): 22537 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/f0bf095a-8866-4a68-8b12-3672ee0b38d6_20250320T14:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for contacting ATM. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, I'm calling to get benefits for a patient.
[AGENT][POSITIVE] Yes, I can certainly help with benefits. And who am I speaking, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. What is that policy number we're looking at today?
[CUSTOMER][NEUTRAL] It is going to be 02317719.
[AGENT][NEUTRAL] Thank you. And the insured's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] I appreciate that. I do need a callback number please, the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. So the policy went into effect on [PII]. It is active. This is a secondary or gap insurance and what we will do is uh we will pick up the deductible, co-payment or co-insurance for in and out of hospital, outpatient hospital, uh, treatment within the physician's office, uh, cancer treatment, uh, labs.
[AGENT][NEUTRAL] Um, so for the outpatient benefits, we will pick up the deductible, co-payment or co-insurance up to $1450 per calendar year or up to $3000 per calendar year for inpatient services. Now that's just the verification of those benefits, not a guarantee of payment. Is there anything specific that I can tell you, [PII], about the policy?
[CUSTOMER][NEUTRAL] Uh, for outpatient services, how much was it? I'm sorry?
[AGENT][NEUTRAL] Yes, for the outpatient services that's gonna be 1000.
[AGENT][NEUTRAL] $450 per calendar year. Now the uh for this calendar year for [PII], it looks like um
[AGENT][NEUTRAL] He has not used any of his benefits at all, so it looks like that's all available.
[CUSTOMER][NEUTRAL] OK perfect and then may I have your name?
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII]. We'll use that today's date as a reference. Is there anything else that the mailing address, anything at all that I can help with?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Thanks for contacting if you have a good