AccountId: 011433970860
ContactId: 4d1774aa-7b7d-44fb-a8a9-48fa3ce0f560
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171160 ms
Total Talk Time (AGENT): 86491 ms
Total Talk Time (CUSTOMER): 53591 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/4d1774aa-7b7d-44fb-a8a9-48fa3ce0f560_20250421T19:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from MSPB Cardiology, and I'm calling to check um eligibility and benefits on a patient.
[AGENT][POSITIVE] Sure, I can check eligibility and benefits for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and my extension is [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Um, yes, I have 01699519 ML 8.
[AGENT][NEUTRAL] Got it. And then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It's [PII], um, [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so this policy terminated [PII]. If you'll give me one moment, I'll see if they have one that's active, could just be a different policy number.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK, so she does have one that is currently active. Uh, let me know when you're ready and I can give you this updated policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, that is 02.
[AGENT][NEUTRAL] 47
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 3025.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and of course this one is currently active. The effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and we really need to look at um inpatient or outpatient benefits.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, it's outpatient. It's for a specialist office visit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, of course, I will let you know verification of coverage is not a guarantee of payment for claims, so this policy does not have a benefit for office visits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So 10:45, 11:30, 7.
[CUSTOMER][NEUTRAL] OK, that's all I needed and um I'm sorry, could you give me the spelling of your name?
[AGENT][NEUTRAL] Sure, it's [PII]. Was there anything else I can help you with [PII]?
[CUSTOMER][NEUTRAL] No, that's all. Is there a reference number?
[AGENT][NEUTRAL] Alright, it would just be my first name, last initial, and today's date and so my last initial is A.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You as well um bye bye.
[AGENT][POSITIVE] Thank you bye bye.