AccountId: 011433970860
ContactId: 53656907-774e-4b8c-a3ec-437dd986e5de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177610 ms
Total Talk Time (AGENT): 54750 ms
Total Talk Time (CUSTOMER): 70577 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/53656907-774e-4b8c-a3ec-437dd986e5de_20250313T20:16_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII]. I'm calling from Memorial Preservices department. Um, I was trying to check eligibility and benefits for patients.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 60.
[CUSTOMER][NEUTRAL] 801
[AGENT][NEUTRAL] That's our payer ID.
[CUSTOMER][NEUTRAL] Oh, OK. So she didn't know.
[CUSTOMER][NEUTRAL] The um
[CUSTOMER][NEUTRAL] Cause I asked the patient and she like, she didn't know what the member ID was.
[AGENT][NEUTRAL] That's fine. Do you have a social?
[CUSTOMER][NEUTRAL] I have a group number.
[AGENT][NEUTRAL] Do you have a social?
[CUSTOMER][NEUTRAL] If that's OK.
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] What's your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] What's her address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And are you calling for medical or dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] Thank you for that information. Uh, please be advised the verification of coverage is not a guarantee of payment. Let me give you her policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 209-501-5.
[AGENT][NEUTRAL] And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] It's outpatient.
[AGENT][NEUTRAL] I do show the outpatient calendar year maximum is $5500 and patient does have a $1000 deductible that would need to be met.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um can I have the, the start date of the plan?
[AGENT][NEUTRAL] Effective date was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All [PII]. And can I get a reference number and your name again, please?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] That's all, thank you.
[AGENT][POSITIVE] Thank you for calling ATL. You have a good day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.