AccountId: 011433970860
ContactId: 09d85f6b-1371-48ca-aa77-63f945196203
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174070 ms
Total Talk Time (AGENT): 95804 ms
Total Talk Time (CUSTOMER): 58362 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/09d85f6b-1371-48ca-aa77-63f945196203_20250409T15:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm sorry, what is your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling for eligibility and benefits on a patient.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility and benefits for you. Uh, you said your name was [PII]. I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Got it OK thank you and then uh do you have a callback number, uh, just in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, so it is 025171.
[CUSTOMER][NEUTRAL] 42 Mary Larry number 8.
[AGENT][NEUTRAL] OK, and then, uh, what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the name is [PII].
[AGENT][NEUTRAL] The member's name, yeah.
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and we really need to look at inpatient or outpatient benefits.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims, so their outpatient benefit is on a per calendar day basis. It pays up to $250 max per calendar day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, per per day, so I just gotta deduct that amount from her.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and what is the reference number that I could use?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date and so my last initial is A and was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, that should be all. Uh, oh, let me ask you 11 last thing. Hold on since I have you on the phone. I'm sorry, what is the claim address?
[AGENT][NEUTRAL] All right. Yes.
[AGENT][NEUTRAL] Uh-huh. Sure.
[AGENT][NEUTRAL] Yes, that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][POSITIVE] Alright, no problem.
[AGENT][NEUTRAL] OK, did you not need the zip code?
[CUSTOMER][NEUTRAL] Yes, I have it. I have it. I was just trying to make sure that I have the correct one because I have two different ones, OK.
[AGENT][NEUTRAL] Oh, OK. Sure.
[AGENT][POSITIVE] Got you, yes.
[CUSTOMER][POSITIVE] No pro no problem, thank you so much for your help.
[AGENT][POSITIVE] All right, of course, yeah, I hope you have a great rest of your day. Thanks for giving us a call.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.