AccountId: 011433970860
ContactId: 327aaa90-7320-40d5-9372-13e5119ba27c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137350 ms
Total Talk Time (AGENT): 61998 ms
Total Talk Time (CUSTOMER): 34200 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/327aaa90-7320-40d5-9372-13e5119ba27c_20250512T13:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm calling to verify eligibility patient eligibility.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] My name's [PII] and my number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please?
[CUSTOMER][NEUTRAL] 01432669 MLA
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient name is.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you 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. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] This was the outpatient.
[CUSTOMER][NEUTRAL] And can you give me that effective date one more time? I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yes. The effective date was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, ma'am. For our outpatient, we cover up to 2000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That was all I needed to know. Thank you so much for your help.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK. I thank you again, [PII] for calling ATL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.