AccountId: 011433970860
ContactId: 1857f208-1f35-45b8-bdbb-924df3b04e58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165119 ms
Total Talk Time (AGENT): 78539 ms
Total Talk Time (CUSTOMER): 41841 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/1857f208-1f35-45b8-bdbb-924df3b04e58_20250523T13:41_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning. I'm calling to obtain benefits for a patient.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] My name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please?
[CUSTOMER][NEUTRAL] 02255683 ML 8
[AGENT][NEUTRAL] Thank you. Now please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It's for outpatients. I do have a CPT code as well if needed.
[AGENT][NEUTRAL] Um, well, I need to know where will it take place? Will it take place in the office or in the outpatient facility?
[CUSTOMER][NEUTRAL] Outpatient facility.
[AGENT][NEUTRAL] OK. For outpatient services, we cover up to 1000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] Perfect. Has the patient used anything towards that yet?
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Oh, actually, she's used it all. Yeah, she has no more outpatient benefits remaining for the year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you so much for your assistance. Then, if I can just have your name one more time?
[AGENT][NEUTRAL] Um, yes, ma'am. My name is [PII]. It's spelled [PII] and my last initial is um [PII] and my name and today's date will be your reference number. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That was everything. Thank you so much for your help.
[AGENT][POSITIVE] OK, thank you, [PII] for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You as well. Bye-bye.
[AGENT][POSITIVE] Thank you.