AccountId: 011433970860
ContactId: 32aa6cf0-c6c0-461d-b9c1-6f94891d7d64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148479 ms
Total Talk Time (AGENT): 69032 ms
Total Talk Time (CUSTOMER): 58342 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/32aa6cf0-c6c0-461d-b9c1-6f94891d7d64_20250602T15:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], this is [PII] calling about this outpatient. I'm calling in reference to a mutual patient. I'm trying to obtain uh outpatient benefit for her secondary gap insurance.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, it's going to be [PII].
[AGENT][NEUTRAL] OK. Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 0228198 M as in Mike L as in Larry and number 8.
[AGENT][NEUTRAL] OK. Please repeat that number.
[CUSTOMER][NEUTRAL] Yes, 02281984. M as in Mike, L as in Larry, and number 8 at the end.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claim. The effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK. For outpatients, we cover up to $200 per day and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK. So it's gonna be $200 per day. Perfect. And the last thing I may need, if you can spell your name, initial, and a reference number for today.
[AGENT][NEUTRAL] Um, yes, ma'am. You can use my name and today's date for the reference number. My name is [PII]. It's spelled [PII] and my last initial is [PII], and today's date again for the reference number. Um is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That will be everything for today.
[AGENT][POSITIVE] OK. I thank you again, [PII] for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Same to you, miss. Have a good one. Bye.
[AGENT][NEUTRAL] Mhm