AccountId: 011433970860
ContactId: 14a3a1fd-8746-4aed-bcff-196407f3ae59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156160 ms
Total Talk Time (AGENT): 69002 ms
Total Talk Time (CUSTOMER): 39151 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/14a3a1fd-8746-4aed-bcff-196407f3ae59_20250130T17:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm calling just to verify benefits for a member, please.
[AGENT][NEUTRAL] OK, I can help you with benefits for a member Miss [PII]. What is your, um, callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] That's gonna be [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name?
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] OK, and what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And policy number?
[CUSTOMER][NEUTRAL] Policy number I have is 02473459 M for [PII] L for Larry and the number 8.
[AGENT][NEUTRAL] OK, thank you. Let me go ahead and pull that policy in.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an effective policy, uh, active and the effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify her coverage. It's not a guarantee of payment. She has a supplemental insurance policy that's billed secondary to the primary.
[AGENT][NEUTRAL] And it's a gap insurance that helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] She has an inpatient benefit amount of $4000 per calendar year and then she also has an outpatient benefit amount of $1000 per calendar year.
[CUSTOMER][NEUTRAL] OK, the one for outpatient you said it was how much? I'm sorry?
[AGENT][NEUTRAL] 1000
[CUSTOMER][NEUTRAL] 1000.
[CUSTOMER][NEUTRAL] OK, and how he use any of that?
[AGENT][NEUTRAL] Let me check for you.
[AGENT][NEUTRAL] No ma'am, nothing has been used for the year [PII].
[CUSTOMER][NEUTRAL] OK perfect so it's actually all the information that I needed. Do you happen to have a call reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much for all your help.
[AGENT][POSITIVE] You're very welcome, ladies. You have a great day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You as well bye bye.