AccountId: 011433970860
ContactId: 25afae8d-1b40-4c7a-a99f-8a733e53b8f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179179 ms
Total Talk Time (AGENT): 78578 ms
Total Talk Time (CUSTOMER): 86542 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/25afae8d-1b40-4c7a-a99f-8a733e53b8f0_20250327T18:58_UTC.wav
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[CUSTOMER][NEUTRAL] The.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. Uh, my name's [PII]. I'm calling from a provider's office. I need to verify benefits on a patient, please.
[AGENT][POSITIVE] OK, well, I can definitely help you with the benefits, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02363908.
[CUSTOMER][NEUTRAL] M as in Mary. L as in Laura, number 8.
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] And I am, um, hold on one moment. I am showing the policy is um active as of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there was a break in the phone. Can you verify the member's first and last name again? I'm sorry, and date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And her date of birth.
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] All right, again just for the call, all the information provided is a verification of benefits, not a guarantee of payment. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] And then.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I need to verify benefits for outpatient.
[AGENT][NEUTRAL] OK, um, the outpatient benefit is $3000 per calendar year. Excuse me, did you want me to see if any has been used for the year?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK good good yeah yeah.
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] Sure, hold on one moment.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] On it.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So she's used $30. She has $2970 left for the remainder of [PII].
[CUSTOMER][NEUTRAL] OK, and would that include um like surgeries done in an ambulatory surgery center?
[AGENT][NEUTRAL] Yes, that does include um surgery in a hospital outpatient facility or freestanding surgery center.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect perfect thank you so much that's all I needed um can I please have your name and if there's a reference for the call?
[AGENT][NEUTRAL] Sure, so my name is [PII], and there's no call reference number, but you can use my name and today's date.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect [PII] thank you so much have a good rest of your day.
[AGENT][POSITIVE] You're very welcome and thanks for calling ATL. I hope you have a great day also. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.