AccountId: 011433970860
ContactId: 1acbea6d-0b71-4fb2-b95a-e04f7ba119c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156160 ms
Total Talk Time (AGENT): 66187 ms
Total Talk Time (CUSTOMER): 70080 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/1acbea6d-0b71-4fb2-b95a-e04f7ba119c7_20250414T17:56_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah my name is [PII]. I'm just calling, calling to check on eligibility for a patient because your website is just allowing me to do claims it doesn't even give me an option to see if they're eligible.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, I can assist you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, policy number that I have for this patient is 1,552,980. Excuse me.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] OK, perfect. Oh, can you tell me what's remaining in benefits?
[AGENT][NEUTRAL] Sure, hold on one moment.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] 25 I keep putting 24. Hold on one moment.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEGATIVE] Uh, so, so far for [PII], none of the 1500 max has been used or the nor has the deductible been met.
[CUSTOMER][NEUTRAL] OK, so I'm curious if, if I can ask you, have you received the claim for 313-25 yet?
[AGENT][NEUTRAL] 3 1325. Hold on one second.
[CUSTOMER][NEUTRAL] Yeah it sounds like if you if he has benefits left that you probably haven't because he's on a um calendar year, right?
[AGENT][NEUTRAL] Right, and no, there's no claims on file for, you said [PII], right?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I just want to make sure. Um, no, there's no claims on file for that day.
[CUSTOMER][POSITIVE] OK, let me check one more thing real quick. OK, I don't see that it's on there either, so I will uh make sure that we get one done. OK, great, thank you so much I appreciate it.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too ma'am bye.
[AGENT][POSITIVE] Thank you. Bye bye.