AccountId: 011433970860
ContactId: 3388b89b-bb73-4eba-b0ac-0366376058df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211389 ms
Total Talk Time (AGENT): 89645 ms
Total Talk Time (CUSTOMER): 89961 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/3388b89b-bb73-4eba-b0ac-0366376058df_20250218T22:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm just trying to verify if this policy is active.
[AGENT][NEUTRAL] Yeah, I can check to see if the policy is active. What was your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK, and then hey, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, my direct number would be [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] I do um so it's for the ER so I'm gonna go with outpatient member number.
[AGENT][NEUTRAL] Sure either one is perfectly fine.
[CUSTOMER][NEUTRAL] OK, so what I have is 0254.
[CUSTOMER][NEUTRAL] Let me do this again 0254942.
[CUSTOMER][NEUTRAL] ML 8.
[CUSTOMER][NEGATIVE] It's really blurry.
[AGENT][NEUTRAL] OK, give me just a moment. OK, I think we're missing a digit, uh, just before that ML 8, could you repeat that for me?
[CUSTOMER][NEUTRAL] Yeah, let me see if I can get this any.
[CUSTOMER][NEUTRAL] To go, no, the largest it to go. It looks like 02549424.
[CUSTOMER][NEUTRAL] ML 8
[AGENT][NEGATIVE] I'm sorry, Kay, you completely cut up there.
[CUSTOMER][NEUTRAL] Oh, OK, sorry. Uh.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Yes, I can, mhm.
[AGENT][NEUTRAL] OK, OK, sorry.
[CUSTOMER][NEUTRAL] No problem. I get horrible reception here. I'm sorry. Um, so I've got 0254.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] 9424 ML 8
[AGENT][NEUTRAL] OK, I was missing that 4 at the end. OK, thank you. One moment.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] There we go and then uh what was the name and date of birth for the patient?
[CUSTOMER][NEUTRAL] So the patient is dependent and that is [PII], and I have birthday [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, OK. Uh, so this policy is active. Effective date was [PII], and this is a secondary med policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh so that would include any uh ER typical services, right?
[AGENT][NEUTRAL] Yeah, um, if you give me one moment I can let you know what that outpatient benefit is.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] And of course I will let you know verification of coverage is not a guarantee of payment for claims. So outpatient benefit is $4000 max per calendar year, and then let me see if any of that has been used.
[AGENT][NEUTRAL] OK, none has been used so far this year.
[CUSTOMER][POSITIVE] Perfect, alright, I'll make sure I get this put in here, and is there a call reference number?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Um, no, that was it. Thank you so much.
[AGENT][POSITIVE] OK, yeah, thanks for calling AP. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.