AccountId: 011433970860
ContactId: 3c3c4c70-56e4-4332-81cd-ae1075a0d7ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140979 ms
Total Talk Time (AGENT): 63243 ms
Total Talk Time (CUSTOMER): 55326 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/3c3c4c70-56e4-4332-81cd-ae1075a0d7ef_20250429T18:56_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling to verify benefits for a patient.
[AGENT][NEUTRAL] OK, you just need to verify benefits. Is that what you had said? I'm sorry.
[CUSTOMER][POSITIVE] Yes, a verified benefits for a patient.
[AGENT][POSITIVE] OK. Happy to help. What is the policy number?
[CUSTOMER][NEUTRAL] Yes. Uh, policy number I have is 02473361, letter M for Mary, L for lion 8.
[AGENT][POSITIVE] Thank you, [PII] and do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[AGENT][NEUTRAL] Thank you. And then if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure. [PII], [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII]. We are the members secondary insurance, so this will cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK, the plan covers deductibles after the claims have been processed by primary, correct?
[AGENT][NEUTRAL] Mhm. Correct, yeah.
[CUSTOMER][NEUTRAL] Is there a certain amount that the um
[CUSTOMER][NEUTRAL] The plantain.
[AGENT][NEUTRAL] Let's see. Are we looking for outpatient?
[CUSTOMER][NEUTRAL] Yes, outpatient.
[AGENT][NEUTRAL] OK. OK, so yes, this patient plan, it looks like their amount is per calendar day and that limit is gonna be $300.
[CUSTOMER][NEUTRAL] And that's what they have, um, that's what they are covered every.
[CUSTOMER][NEUTRAL] Per day, correct?
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. Um, may I have a call reference number?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial, then today's date. My name again is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. I hope you have a good day.
[AGENT][POSITIVE] You're welcome. You too. Bye bye.