AccountId: 011433970860
ContactId: 3b453ee8-bed7-40d9-a99c-26c43bad8542
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130399 ms
Total Talk Time (AGENT): 63830 ms
Total Talk Time (CUSTOMER): 40050 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/3b453ee8-bed7-40d9-a99c-26c43bad8542_20250130T18:43_UTC.wav
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[AGENT][POSITIVE] And thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling to get benefits and eligibility and a patient please.
[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] [PII]
[AGENT][NEUTRAL] Thank you. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Not of my hair.
[CUSTOMER][NEUTRAL] 02223684
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. She does have a new policy number.
[CUSTOMER][NEUTRAL] OK, give me one second then.
[CUSTOMER][POSITIVE] Here, come on, OK, we can go ahead and get that policy number E. that'd be great.
[AGENT][NEUTRAL] OK, the new number is 025.
[AGENT][NEUTRAL] 38163.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][NEUTRAL] Mhm. No problem. And 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 please.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to $250 per day and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] You said 250 per day, correct?
[AGENT][POSITIVE] Yes, ma'am. That's correct. Um, is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Uh, nope, that would actually be all. Thank you so much for your help though and have a wonderful day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Bye.
[CUSTOMER][POSITIVE] Good bye.