AccountId: 011433970860
ContactId: 24eb95e5-99bf-4721-9117-289381069502
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201720 ms
Total Talk Time (AGENT): 94352 ms
Total Talk Time (CUSTOMER): 66079 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/24eb95e5-99bf-4721-9117-289381069502_20250411T18:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm with 180 Medical, and I'm just needing to check the eligibility and benefits for a mutual patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits, Ms. [PII]. Um, can I please get your callback number, ma'am, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am. It's [PII] and that is a direct line.
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of service, I'm sorry, name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh, name is [PII]. Date of birth is [PII] with policy ID number 02392646.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that Ms. [PII] does have an active policy with us. The effective date of her policy is [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. She has a supplemental insurance policy. It's billed secondary to the primary. It helps with deductible, co-pay, and co-insurance. She has an inpatient calendar year benefit amount of $2500 and then she also has an outpatient calendar year benefit amount of $2500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Uh, let me see here.
[CUSTOMER][NEUTRAL] Alright, that answers most of the questions. The last question I have for you really is just uh if you can verify the um claims address where this is needing to be sent to.
[AGENT][NEUTRAL] Yes ma'am, um, you can send it to APL claims and that is [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII] perfect and do you guys have an electronic payer ID?
[AGENT][NEUTRAL] Yes, ma'am. That um ID is 60801.
[CUSTOMER][POSITIVE] Perfect. That's exactly what I needed.
[CUSTOMER][NEUTRAL] All right, Miss [PII], I am actually all set right there. Uh, the only thing I need now is just a reference number for our call and I'll be all set.
[AGENT][POSITIVE] OK, perfect. Um, you can use my name, it's [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect all right thank you so much for your time today have a great rest of your day.
[AGENT][POSITIVE] You're very welcome Miss [PII] I hope you have a wonderful week and then we thank you for calling APL.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.