AccountId: 011433970860
ContactId: 2ca15625-cffd-44e6-8a3b-0792c702e680
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146240 ms
Total Talk Time (AGENT): 56483 ms
Total Talk Time (CUSTOMER): 65517 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/2ca15625-cffd-44e6-8a3b-0792c702e680_20250529T19:43_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I would like to do, um, I'm sorry, I would like to know some benefits, patients benefits, please.
[AGENT][POSITIVE] I'd be happy to assist with benefits today, [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is 02029845 M as in Mary, L as in Larry 88 at the end.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, her name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Uh, it's just outpatient.
[AGENT][NEUTRAL] OK, I do show the per day maximum for outpatient is $500.
[CUSTOMER][NEUTRAL] OK, $500 is the, I'm sorry, uh, co-payment?
[AGENT][NEUTRAL] $500 per day is the benefit maximum for outpatient services.
[CUSTOMER][NEUTRAL] Oh OK, is there any, uh, co-payment, deductible, out of pocket, something like that?
[AGENT][NEUTRAL] That is a question for her major medical, where the gap insurance.
[CUSTOMER][NEUTRAL] OK, got you. Um, is there any visit limitation?
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] Perfect. May I have, uh, is a referral needed for office visits?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Perfect, um, may I have your billing address or PO box, please?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII]?
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Perfect, may I have your name again and reference number please?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No thank you, thank you so much have a good day bye bye.
[AGENT][POSITIVE] Thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] You as well bye.
[AGENT][NEUTRAL] OK.