AccountId: 011433970860
ContactId: 09be5442-7f52-4c56-b0ee-3ad2ed3fd4df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154910 ms
Total Talk Time (AGENT): 81888 ms
Total Talk Time (CUSTOMER): 51310 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/09be5442-7f52-4c56-b0ee-3ad2ed3fd4df_20250205T17:04_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I am calling, sorry, good afternoon. I'm calling to verify the insurance for one of my patients.
[AGENT][NEUTRAL] OK, you need eligibility and benefits.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] OK, sure. I can assist you with that. And may I have your name?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]
[AGENT][NEUTRAL] OK. And I need a callback number just in case we get disconnected and the name of where you're calling from.
[CUSTOMER][NEUTRAL] Yes, phone number is [PII] and I'm calling from [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hospital, sorry.
[AGENT][NEUTRAL] OK. OK. Thank you. And may I have the patient's policy number with me?
[CUSTOMER][NEUTRAL] Yes, the policy number is 01809954.
[AGENT][NEUTRAL] OK. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, the name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect. And any outpatient benefits or inpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient benefits, please.
[AGENT][NEUTRAL] OK, sure. OK before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And um this is one of our secondary supplemental plan to the major medical with an effective date of [PII] and it is active at the moment.
[AGENT][NEUTRAL] And the outpatient maximum is.
[AGENT][NEUTRAL] Let's see 750 per covered person per calendar year.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you so much for the information. Can you please provide me with the call reference number?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information, Miss [PII]?
[CUSTOMER][NEUTRAL] Please, if you can spell it for me and also I need the last uh first letter.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, sure. Yes. That's [PII].
[CUSTOMER][POSITIVE] Thank you so much for all your help I greatly appreciate it.
[AGENT][POSITIVE] You're welcome, Miss [PII], and thank you for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.