AccountId: 011433970860
ContactId: 2096ef2c-f6fb-42de-8a0e-aecbaa208ca3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91879 ms
Total Talk Time (AGENT): 54042 ms
Total Talk Time (CUSTOMER): 23792 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/2096ef2c-f6fb-42de-8a0e-aecbaa208ca3_20250429T14:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII] calling from AMed Health. I was just wanting to verify your eligibility.
[AGENT][POSITIVE] I'm sure [PII] can assist you with benefits. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 02292666
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] 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. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Inpatient
[AGENT][NEUTRAL] OK, for inpatient, we cover up to 2500 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] Alrighty thank you so much, hon.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's all.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII] for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you.