AccountId: 011433970860
ContactId: 101f5631-fd3e-44e2-aa29-b0a9b38f219e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120480 ms
Total Talk Time (AGENT): 66670 ms
Total Talk Time (CUSTOMER): 33472 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/101f5631-fd3e-44e2-aa29-b0a9b38f219e_20250506T13:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from the Midtown Women's Center to get outpatient benefits for a member.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It's 02443492 M as in Mary, L as in lake, the number 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 6000 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 has she used any of that so far?
[AGENT][NEUTRAL] OK, no, ma'am. She hasn't. The full 6000 is available to her.
[CUSTOMER][NEUTRAL] OK perfect and then can I just have a reference number for the call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] My last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] Mhm. Thank you, [PII], for calling APL. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.