AccountId: 011433970860
ContactId: 4fc9af0e-7e26-4470-b5c9-ae2768d9f8e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125589 ms
Total Talk Time (AGENT): 67390 ms
Total Talk Time (CUSTOMER): 42408 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/4fc9af0e-7e26-4470-b5c9-ae2768d9f8e1_20250423T15:17_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII] I'm looking to verify eligibility and benefits for a member.
[AGENT][POSITIVE] Sure, I can take 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] Yeah, of course that's gonna be [PII] and may I just ask you for the spelling of your name please?
[AGENT][NEUTRAL] Sure, it's [PII] uh my last initial is [PII]
[CUSTOMER][POSITIVE] Thank you so much [PII] mhm.
[AGENT][NEUTRAL] Sure, uh, do you have that policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes, so the policy number I have here is 01935546ML8.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Yes, so I have here [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 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're we needing to look at inpatient or outpatient benefits.
[CUSTOMER][NEUTRAL] For outpatient please.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims. The outpatient benefit is $7350 per calendar year. If you'll give me one moment, I'll see if any of that has been used.
[CUSTOMER][POSITIVE] Of course thank you.
[AGENT][NEUTRAL] OK, so [PII] has not used any of that benefits so far this year.
[CUSTOMER][POSITIVE] Excellent thank you. I should be wrapping up now. May I just have a reference number for this call?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. And was there anything else I could help you with this?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No, that'll be all. I appreciate your time and I hope you have a great day.
[AGENT][POSITIVE] Alright, yeah, thank you for call you too bye bye.
[CUSTOMER][NEUTRAL] All right bye bye now.