AccountId: 011433970860
ContactId: 151d707d-4cef-48c8-b1f1-a7523170a01c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92540 ms
Total Talk Time (AGENT): 53045 ms
Total Talk Time (CUSTOMER): 21531 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/151d707d-4cef-48c8-b1f1-a7523170a01c_20250512T12:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I need to verify benefits on a patient, please.
[AGENT][POSITIVE] All right. I'm happy to check on benefits. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Mhm 02182405 ML 8.
[AGENT][NEUTRAL] All right, thank you. And then for documentation, can I grab your first name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Uh, what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. Effective date is [PII]. We're the member's secondary insurance, so this is gonna cover deductible, co-pay, co-insurance of the primary does not.
[CUSTOMER][NEUTRAL] OK, so the patient has benefits available?
[AGENT][NEUTRAL] Uh, yeah, are you looking for outpatient benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me see what their limit is.
[AGENT][NEUTRAL] Right, members plan outpatient benefit max for the calendar year is gonna be 4500.
[AGENT][NEUTRAL] And they have not used anything, so they have the full amount remaining.
[CUSTOMER][NEUTRAL] 4500.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much, [PII].
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Same
[AGENT][NEUTRAL] Bye bye.