AccountId: 011433970860
ContactId: 52c72a5a-972e-4e9a-a532-644f87aeae49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101410 ms
Total Talk Time (AGENT): 57087 ms
Total Talk Time (CUSTOMER): 31971 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/52c72a5a-972e-4e9a-a532-644f87aeae49_20250107T16:52_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 was calling to get benefits and eligibility on a patient please.
[AGENT][POSITIVE] Yeah, I can check benefits and eligibility for you, uh, [PII], first, if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 023-37081 M like Mary L like Larry number 8.
[AGENT][NEUTRAL] OK, thank you. And uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so this policy is active. In 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 are we needing to look at, uh, outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, 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 $1000 max per calendar year.
[AGENT][NEUTRAL] I know that you just started, but I will still look to see if any of that has been used give me just a moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, yeah, none of that has been used so far this year.
[CUSTOMER][POSITIVE] Perfect thank you so much then [PII], for your help and have a wonderful day.
[AGENT][NEUTRAL] Yeah, was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Nope that'll be all thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Goodbye.