AccountId: 011433970860
ContactId: 42b8c136-8c38-443e-b402-0c27cd3c5d8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123040 ms
Total Talk Time (AGENT): 51039 ms
Total Talk Time (CUSTOMER): 38710 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/42b8c136-8c38-443e-b402-0c27cd3c5d8f_20250312T15:57_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling ATL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I need to see um what benefits this patient has.
[AGENT][POSITIVE] I'd be happy to assist with eligibility and benefits today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] 02556462.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, it's [PII], [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[AGENT][NEUTRAL] And will this be for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] It would be for outpatient.
[AGENT][NEUTRAL] I do show the outpatient calendar year maximum is $8700.
[CUSTOMER][NEUTRAL] And has she met anything towards that?
[AGENT][NEUTRAL] OK, so that's her benefit amount and of that she has only used $2970.93.
[CUSTOMER][NEUTRAL] I'm sorry, 2900.
[AGENT][NEUTRAL] $2970.93. That's all she's used.
[CUSTOMER][POSITIVE] Perfect. Do you have a reference number for the call?
[AGENT][NEUTRAL] Preference would just be my name [PII] last [PII] [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] No, that's it. Thank you so much. You have a great day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you. Thank you, bye bye.
[AGENT][NEUTRAL] Bye.