AccountId: 011433970860
ContactId: 43872011-2282-4254-bff8-5ea90861ac95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97839 ms
Total Talk Time (AGENT): 44300 ms
Total Talk Time (CUSTOMER): 34073 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/43872011-2282-4254-bff8-5ea90861ac95_20250108T16:06_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Nico's Children's. I needed to verify benefits for patients.
[AGENT][NEUTRAL] May I have your name?
[CUSTOMER][NEUTRAL] Regional.
[AGENT][NEUTRAL] [PII], what is your callback number if we are disconnected please? Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. And what is that policy number, please?
[CUSTOMER][NEUTRAL] 02430725 ML 8.
[AGENT][POSITIVE] Thank you so much, [PII]. One moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for your patience and verify the member's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you so much. The member shows effective as of [PII], and this policy shows active. Um, would you need inpatient or outpatient benefits for the member?
[CUSTOMER][NEUTRAL] Uh, benefits for physical therapy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The outpatient hospital.
[AGENT][NEUTRAL] Please note verification of benefits provided does not guarantee payment. The benefits pay per day max of up to $500.
[CUSTOMER][NEUTRAL] And that's towards deductible, co-pays, coinsurance, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and is there a reference number for your call?
[AGENT][NEUTRAL] We do not use reference numbers, [PII]. You can use my name [PII] last initial [PII], and today's date.
[CUSTOMER][POSITIVE] Awesome I appreciate it thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Take care. You too, bye.
[CUSTOMER][POSITIVE] Have a great day. All right, bye-bye.