AccountId: 011433970860
ContactId: 2653d1eb-17d1-4461-b7ec-dea72719aba6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162110 ms
Total Talk Time (AGENT): 75870 ms
Total Talk Time (CUSTOMER): 51976 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/2653d1eb-17d1-4461-b7ec-dea72719aba6_20250110T18:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII]. I was calling just to verify benefits for a member.
[AGENT][POSITIVE] OK, I can help you with benefits. Uh, can you please tell me your first name again?
[CUSTOMER][NEUTRAL] [PII], it's spelled [PII] Last name initial is [PII].
[AGENT][NEUTRAL] OK, thank you, my ladies. Can you please give me your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] OK, and then what is [PII]'s policy number?
[CUSTOMER][NEUTRAL] I have here 02336121 M for Mike L for Lima and the number 8.
[AGENT][NEUTRAL] OK, let me pull in that policy for us real quick.
[AGENT][NEUTRAL] OK, I do show that uh [PII] does have an active policy. The effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify benefits. It's not a guarantee of payment. The insured has a supplemental insurance policy that is secondary to the primary.
[AGENT][POSITIVE] It helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] He has an inpatient benefit amount of $500 per calendar year and then he has an outpatient per calendar day benefit of $250.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so in this case it would be for an outpatient ambulatory surgical center, non-hospital based, that would be then the 250.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And you said that's per day.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK perfect and then that's actually all the information that I needed um do you happen to have a call reference number?
[AGENT][NEUTRAL] Yes, you can use my name it's [PII] in today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help.
[AGENT][POSITIVE] You're very welcome you have a good weekend and thank you for calling APL.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye bye.