AccountId: 011433970860
ContactId: 12600473-260e-40ca-8877-889bd19b12d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174580 ms
Total Talk Time (AGENT): 99259 ms
Total Talk Time (CUSTOMER): 56933 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/12600473-260e-40ca-8877-889bd19b12d4_20250218T20:47_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to verify benefits, I mean eligibility for a patient.
[AGENT][NEUTRAL] OK, you're only needing eligibility. You do not need benefits, is that correct?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh if you can find that that'll be great, but it won't be necessary.
[AGENT][POSITIVE] Yes, I can help you with one or both, whichever you're needing, and who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII]. Last name initial is [PII]
[AGENT][NEUTRAL] You said [PII], is that correct?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, [PII], thank you. [PII], OK. And your callback number, please, [PII]?
[CUSTOMER][NEUTRAL] At least
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] You have all the screens up.
[AGENT][NEUTRAL] Thank you and the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] 02107071 ML 8.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] All of our representatives are currently assisting for the next.
[AGENT][NEUTRAL] OK, is this for a future data service, [PII]?
[CUSTOMER][NEUTRAL] I'm here.
[CUSTOMER][NEUTRAL] No, this is actually for a past data service 2-15-2025.
[AGENT][NEUTRAL] I'm sorry, what was 215-2025?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, so first off, any information [PII] that I provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. Now, the policy number you gave me is not active for your data service. There is another policy that is currently active, but the policy number you gave me initially termed as a 10-12024.
[AGENT][NEUTRAL] The current active policy for this number is 025495999 with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And he is a subscriber on the supplemental policy?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And did you need benefit information or not?
[CUSTOMER][POSITIVE] If you have it for the ED, yeah, that'd be great.
[AGENT][NEUTRAL] OK, for inpatient, outpatient or office?
[CUSTOMER][NEUTRAL] Outpatient since it's ED.
[AGENT][NEUTRAL] The outpatient benefit maximum on this supplemental policy is $500 per covered person per calendar day for covered outpatient services, and there is no outpatient deductible per covered person per calendar day. [PII], because this is a, yes ma'am, yes or rather I'm sorry and because this is a supplemental policy, [PII], if you all will be filing a claim with APL you will also need to.
[CUSTOMER][NEUTRAL] I was my representative.
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][POSITIVE] Thank you for calling