AccountId: 011433970860
ContactId: 08f1bbdb-6592-4462-be72-8a65617c89fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149770 ms
Total Talk Time (AGENT): 74990 ms
Total Talk Time (CUSTOMER): 43486 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/08f1bbdb-6592-4462-be72-8a65617c89fd_20250604T19:13_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII]. I'm calling from Monsign. I, I have a patient, uh, scheduled for an outpatient procedure trying to verify outpatient benefits.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name again and a callback number?
[CUSTOMER][NEUTRAL] Name is [PII] for my last name.
[AGENT][NEUTRAL] OK, thank you, so right. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Policy number is 02353000 ML 7.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. Thank you 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. Is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient benefits.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to $250 per day and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Perfect. And what is the claim address for you guys?
[AGENT][NEUTRAL] Um, it's American Public [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry, [PII], sorry, can you repeat the zip code?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Nothing else.
[AGENT][POSITIVE] OK. Well, I thank you so much for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yes bye bye.