AccountId: 011433970860
ContactId: f519115d-932d-4957-9f44-16a1eeca2048
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180960 ms
Total Talk Time (AGENT): 90506 ms
Total Talk Time (CUSTOMER): 81511 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/f519115d-932d-4957-9f44-16a1eeca2048_20250210T13:21_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for contacting. My name is.
[CUSTOMER][NEUTRAL] I'm sorry, your phone is breaking up a little bit. Can you repeat that?
[AGENT][POSITIVE] Yes, good morning. My name is [PII]. Thank you for contacting ATL. May I help you?
[CUSTOMER][NEUTRAL] Yes, I need to verify um that a patient has um the supplemental plan.
[AGENT][NEUTRAL] I can help with benefits, and with whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Memorial Healthcare Systems.
[AGENT][NEUTRAL] [PII], thank you. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Um, it's a policy number. Let's see, I have the card here. I'm not sure which number I'm supposed to be looking at. Let's see.
[CUSTOMER][NEUTRAL] Um, it's American Public Life, uh,
[AGENT][NEUTRAL] It might begin with a 01 or 02. It will maybe be listed as the member number.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I just see Medlink Group, Medsup.
[AGENT][NEUTRAL] OK, what is the person's name and date of birth, please? Could you spell the last name for me?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's just
[CUSTOMER][NEUTRAL] [PII] is the last name. First name is [PII]
[CUSTOMER][NEUTRAL] So that's what they doing.
[AGENT][NEUTRAL] Thank you and uh [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm looking up his policy. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, somewhere on his, his uh form on that card, his policy number should be listed as 02.
[AGENT][NEUTRAL] 29
[AGENT][NEUTRAL] 5810. Now his policy went into effect on [PII]. It is active.
[AGENT][NEUTRAL] This is a secondary or gap insurance and it's meant to pick up the deductible, co-payment or co-insurance from his major medical.
[AGENT][NEUTRAL] Is there any particular benefit that I
[CUSTOMER][NEUTRAL] Only picked up. I'm sorry.
[CUSTOMER][NEGATIVE] You said it only picked up, only picks up the deductible?
[AGENT][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] No, it picks up the deductibles, co-payment or co-insurance from his major medical for in and out of hospital settings, um, treatment within a physician's office.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Independent labs, that sort of thing. So is there anything in particular that I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] Oh I see, I just want to make sure that it is an active coverage. He came to the um urgent care.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] I just want to make sure it was effective. It was active.
[AGENT][NEUTRAL] Yes. Yes, it is active, certainly is, and we're his secondary insurance.
[CUSTOMER][NEUTRAL] And all right, can I get a.
[CUSTOMER][NEUTRAL] Right, can I get a a reference number for this call, please?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as a reference.
[CUSTOMER][NEUTRAL] And today's date, [PII].
[CUSTOMER][POSITIVE] [PII]. OK, great, thank you.
[AGENT][POSITIVE] Thanks for contacting HP have a good