AccountId: 011433970860
ContactId: 0042ed13-36de-4e11-a7cf-6f6352e4f5d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202850 ms
Total Talk Time (AGENT): 98322 ms
Total Talk Time (CUSTOMER): 45920 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/0042ed13-36de-4e11-a7cf-6f6352e4f5d6_20250603T13:18_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to get eligibility on a number for [PII].
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, could I get a good callback number and your name just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] 023.
[CUSTOMER][NEUTRAL] 04091.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Um, outpatient.
[AGENT][NEUTRAL] OK. For outpatient services, we cover up to 9000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK. And what type of plan is it? Is it indemnity, gap, supplemental?
[AGENT][NEUTRAL] This is Gap Insurance.
[CUSTOMER][NEUTRAL] And is [PII] the policy holder?
[AGENT][NEUTRAL] Let's see, yes, ma'am, she is.
[CUSTOMER][NEUTRAL] Is that a group name group number?
[AGENT][NEUTRAL] Yes, the group number is 21,340.
[AGENT][NEUTRAL] And the group name is Frost Administrative.
[AGENT][NEUTRAL] Services Incorporated.
[CUSTOMER][NEUTRAL] OK, and what is the claim's mailing address?
[AGENT][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and I'm sorry, I didn't get your name.
[AGENT][NEUTRAL] Um, my name is [PII]. It's spelled [PII] and my last initial is [PII]. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, that'll be also a call reference number you can provide for this phone call.
[AGENT][NEUTRAL] You can use my name and today's date for the reference number.
[CUSTOMER][POSITIVE] OK thank you have a good day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATL. Mm bye.