AccountId: 011433970860
ContactId: 3733ef77-ac5a-413e-bb99-5cd7a63e5424
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109019 ms
Total Talk Time (AGENT): 55353 ms
Total Talk Time (CUSTOMER): 47201 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/3733ef77-ac5a-413e-bb99-5cd7a63e5424_20250410T19:51_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm with Tidelands Welcome Mall Community Hospital in [PII]. I'm just calling to see about eligibility of a patient we had.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, could I get a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, it is 02521739.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And just let me advise you the verification of coverage does not guarantee payment of claims. Um, 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] It was for uh outpatient.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to $200 per day and that's for the copay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Detector at the OR first for home.
[AGENT][NEUTRAL] And did you need to check on the status of the claim that's been filed already?
[CUSTOMER][NEUTRAL] No, I just need to, nope, I just need to know about um eligibility, that's all.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No ma'am, that was it. I hope you have a great day.
[AGENT][NEUTRAL] OK, you do the same, [PII]. Thank you for calling ATL.
[CUSTOMER][NEUTRAL] Mhm yep bye.
[AGENT][NEUTRAL] Bye.