AccountId: 011433970860
ContactId: 12460c34-7004-4262-876c-d63b7638a758
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178009 ms
Total Talk Time (AGENT): 83767 ms
Total Talk Time (CUSTOMER): 58800 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/12460c34-7004-4262-876c-d63b7638a758_20250128T15:03_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling on behalf of provider of looking, uh, looking for eligibility.
[AGENT][NEUTRAL] OK, I can assist you. And may I have your callback number if we are disconnected, please, [PII]?
[CUSTOMER][NEUTRAL] Sure, [PII]. Direct line no extension.
[AGENT][POSITIVE] Thank you so much, [PII]. What's the policy number, please?
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, here is one.
[CUSTOMER][NEUTRAL] 02107201.
[AGENT][NEUTRAL] OK, let me just repeat that to you just to confirm I have that correct. I have it as 02107201.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Thank you. And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, special name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you very much for that verification process, [PII], and you're calling for eligibility and benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, would it be for inpatient or outpatient benefits today?
[CUSTOMER][NEUTRAL] I'm pretty sure.
[AGENT][NEUTRAL] Inpatient?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can assist you. And the member shows effective as of [PII], this policy shows active for the member and for inpatient benefits. Please note verification of benefits for bone does not guarantee payment.
[AGENT][NEUTRAL] We pay up to $1000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, I just confirm again the effective on [PII] and uh no on that, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. Please provide me the mailing address so.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] I certainly, of course, our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] May I know the payer ID?
[AGENT][NEUTRAL] Certainly it is 60801.
[CUSTOMER][NEUTRAL] One charges 60801 right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, uh, could you please spell out your name?
[AGENT][NEUTRAL] Certainly it is [PII], that's [PII] and the last initial is [PII].
[CUSTOMER][POSITIVE] Mhm thank you so much and that's all from my end. Last but not the least, please provide me the call reference number.
[AGENT][NEUTRAL] We do not provide a call reference numbers, [PII]. You can use my name in today's date and anything else I can assist you with, please?
[CUSTOMER][POSITIVE] Well thank you so much have a wonderful day bye for now.
[AGENT][POSITIVE] OK, you as well. Thanks for calling AL. Take care bye.