AccountId: 011433970860
ContactId: 15a5252e-8735-4982-af46-7ecc13e61576
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98339 ms
Total Talk Time (AGENT): 57020 ms
Total Talk Time (CUSTOMER): 31823 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/15a5252e-8735-4982-af46-7ecc13e61576_20250227T18:26_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. My name is [PII]. That's [PII] I'm looking to verify patient benefits, please.
[AGENT][NEUTRAL] [PII], I can certainly help with benefits. Um, what is that policy number, please?
[CUSTOMER][NEUTRAL] It's 02255726.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient's name is [PII], and date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. Her policy went into effect on [PII]. It is active. Now, you mentioned benefits. The policy has in and out of hospital benefits only. Um, we will pick up the deductible, co-payment or co-insurance for outpatient hospital, up to $1000 per year or inpatient hospital for $11,000.
[AGENT][NEUTRAL] For calendar year and that is just a verification of benefits, not a guarantee of payment, but it is only hospital uh benefits. It doesn't look like she's used any of her benefits so far, so it looks like that's all available.
[CUSTOMER][NEUTRAL] OK, so that was uh $1000 per calendar year?
[AGENT][NEUTRAL] Yes, for inpatient or for outpatient.
[CUSTOMER][NEUTRAL] Got you, thank you, [PII]. Can I have your last name initial a reference number please?
[AGENT][NEUTRAL] Yes, I, uh, this, my last name is [PII], and we're gonna use that in today's date as a reference. Is there anything else at all that I may help with?
[CUSTOMER][POSITIVE] No, that'd be all, thank you very much.
[AGENT][POSITIVE] Thanks for contacting AP have a good day