AccountId: 011433970860
ContactId: fbc8139a-9d67-477b-848a-8de0dd86c2bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 491980 ms
Total Talk Time (AGENT): 165057 ms
Total Talk Time (CUSTOMER): 210613 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/fbc8139a-9d67-477b-848a-8de0dd86c2bf_20250605T17:32_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATR. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] with a provider. Can you please help me with the eligibility and benefits for 2 members, please?
[AGENT][NEUTRAL] Yes, I can help with eligibility and benefits. [PII], what's that first policy number, please?
[CUSTOMER][NEUTRAL] 0242708 ML 8.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, um, you gave me 0242708.
[CUSTOMER][NEUTRAL] Yeah, 024 I'm sorry 02424708 ML 8.
[AGENT][POSITIVE] OK great.
[AGENT][POSITIVE] Great, thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. Um, her policy went into effect on [PII]. It is active. Now, you mentioned benefits as a policy, this is a secondary or gap insurance. Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] This is for um outpatient services, outpatient benefits.
[AGENT][NEUTRAL] Great, so what we will do for outpatient services is we will pick up the deductible, co-payment or co-insurance to $4500 per calendar year for outpatient services. Um, as of [PII], uh, [PII] has not used any of her benefits at all, and so this is all going to be available and, uh, you'll just file through their major medical first and then, uh, through to us.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Thank you. um, and then my next question for you, [PII], I mean, I, I called you, I'm sorry, [PII], is gonna be, let's see here, is the group name Olympus Managed Healthcare?
[AGENT][NEUTRAL] Let's see, let me have.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Uh, global excellence, uh, global excel management.
[CUSTOMER][NEUTRAL] Oh well, well, OK, got you. OK.
[CUSTOMER][NEUTRAL] OK, same as and then her group name, group number is 14793.
[AGENT][NEUTRAL] Uh, yes, yes, it is.
[CUSTOMER][POSITIVE] Thank you so much. OK, perfect. And this is her, this is a meddling policy, right?
[AGENT][POSITIVE] That is right, yes.
[CUSTOMER][POSITIVE] Thank you. OK, and that's the supplement policy, which I, I learned.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Now you said that there was another policy that I could oh sure.
[CUSTOMER][NEUTRAL] Alright, one second.
[CUSTOMER][NEUTRAL] Yes, let me, let me go I'm sorry, let me go ahead and save this one and then we'll go on to the next one, sorry.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] No, no, quite all right.
[CUSTOMER][NEUTRAL] Just one second. Uh, we don't save, we don't get credit and doesn't go to billing and everything for billing to handle. I just wanna make sure we save it so it goes to billing.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And then we book.
[CUSTOMER][NEUTRAL] OK, alright, let's see here.
[CUSTOMER][POSITIVE] I got everything? OK, got everything done.
[CUSTOMER][POSITIVE] Ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so the next one.
[CUSTOMER][NEUTRAL] Let me pull him up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, it's loading.
[CUSTOMER][NEUTRAL] OK, so the next one, sorry, everything is very slow.
[AGENT][POSITIVE] No, that's quite all right.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Alright, let's see everything is just.
[CUSTOMER][NEGATIVE] Loading I figured when we've we we already had system issues already today so I just figured everything moves very slow.
[AGENT][NEUTRAL] Yeah, I've had that, yeah.
[CUSTOMER][NEUTRAL] OK, I think it's.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It's saying it's almost Friday. Why aren't you working? I wanna.
[AGENT][NEUTRAL] It's ready for the weekend, right?
[CUSTOMER][NEUTRAL] OK, so it's.
[CUSTOMER][NEUTRAL] It's ready for the weekend. OK, perfect. So now we're, we're we're, we're in business now. OK, so this one is 02582134 MLA.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], uh oh, I don't know, I spell his name, uh [PII] [PII].
[AGENT][NEUTRAL] OK, I do appreciate that. Um, now, this policy went into effect on um
[AGENT][NEUTRAL] This policy went into effect on [PII].
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, great. And then he.
[AGENT][NEUTRAL] Yeah, he has both inpatient and outpatient benefits and, and, uh, would you like to know the outpatient benefits again? OK, so what we'll do is we'll pick up the deductible co-payment or co-insurance of the $3500 per calendar year. Um, that's just the verification of the benefits, not a guarantee of payment. He hasn't used any of those for the current uh calendar year.
[CUSTOMER][NEUTRAL] For outpatient.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][POSITIVE] OK, that's that's a good thing, right?
[AGENT][NEUTRAL] Right, absolutely. Um, now the, the number of, of his, uh, group, just let me know when you're ready for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so also is his group name gonna be Paychecks Business Solutions LLC?
[AGENT][NEUTRAL] I don't think so. Let me just see here.
[AGENT][NEUTRAL] probably
[AGENT][NEUTRAL] OK, so I'm showing his, his grip.
[AGENT][NEUTRAL] OK, so I'm showing what his group number is 18635. So 18635 is what I'm showing.
[CUSTOMER][NEUTRAL] Right, and it's.
[CUSTOMER][NEUTRAL] And his group name?
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Well, what I'm showing is Apollo export warehouse.
[CUSTOMER][NEUTRAL] OK, you said did you say Apollo?
[AGENT][NEUTRAL] Yeah, like the, like the, uh, Greek god Apollo Xor warehouse.
[CUSTOMER][NEUTRAL] Air Force, I'm sorry, it's hard to hear. Air Force.
[AGENT][NEUTRAL] Um, no, I'm, I'm sorry. I'm, yeah, no, it's um Apollo Export, um E X P O R T.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, Apollo Sport. OK, E S P O R T, uh-huh.
[AGENT][NEUTRAL] Uh, warehouse.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, is it W A R E S H O U S E?
[AGENT][NEUTRAL] That's it, yeah.
[CUSTOMER][POSITIVE] OK, perfect. OK, and he's the subscriber?
[AGENT][NEUTRAL] Yes, he is.
[CUSTOMER][POSITIVE] Perfect. All right. And it's not meddling policy, correct?
[AGENT][POSITIVE] That's right, yes.
[CUSTOMER][POSITIVE] Alright thank you for everything. I hope you have a great afternoon.
[AGENT][POSITIVE] OK, well thank you.
[AGENT][POSITIVE] Well, thank you for contacting ATO. You have a very good afternoon too.