AccountId: 011433970860
ContactId: 0ac0878b-9ff3-4cf9-b385-98553e565264
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142630 ms
Total Talk Time (AGENT): 70108 ms
Total Talk Time (CUSTOMER): 44291 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/0ac0878b-9ff3-4cf9-b385-98553e565264_20250527T14:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what is your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling for eligibility and benefits on a patient.
[AGENT][NEUTRAL] OK, I can take eligibility and benefits for you. You said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, and then do you have the policy number?
[CUSTOMER][NEUTRAL] So what she gave me is 01227700.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Oh, [PII]'s on the phone.
[AGENT][NEUTRAL] And what was the name and date of birth for this number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. 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're reading to uh look at inpatient or outpatient benefits for this number.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] go back
[CUSTOMER][NEUTRAL] I already did it.
[CUSTOMER][NEUTRAL] Um, I don't know the outpatient.
[AGENT][NEUTRAL] Outpatient, OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims. The outpatient benefit is $500 per calendar year. If you'll give me one moment, I'll see if any of that has been used.
[CUSTOMER][NEUTRAL] I didn't think so
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so none has been used so far this year.
[CUSTOMER][POSITIVE] OK, perfect. Alright, no problem.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you so much for your help. Yes, can I have a reference?
[AGENT][NEUTRAL] That would be my first name, last initial, and today's date, um, so my last initial is A.
[CUSTOMER][POSITIVE] OK, thank you so much have a great day.
[AGENT][POSITIVE] Alright, of course, thanks for calling HL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.