AccountId: 011433970860
ContactId: 5541db73-acf0-46e4-843e-52e9c3502987
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266299 ms
Total Talk Time (AGENT): 110202 ms
Total Talk Time (CUSTOMER): 109423 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/5541db73-acf0-46e4-843e-52e9c3502987_20250509T16:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to check effective uh policy for a patient.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, I can help you with eligibility on a patient. May I please get.
[AGENT][NEUTRAL] Your name and your call back number and the name of the facility you're calling from.
[CUSTOMER][NEUTRAL] Yes it's.
[CUSTOMER][NEUTRAL] It's [PII], and it's uh right on the holding, Doctor [PII].
[AGENT][NEUTRAL] OK, and then what is your callback number just in case the call is dropped.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, it's [PII], [PII], and the policy 02024305 M as in Mary, L as in Larry H.
[CUSTOMER][NEUTRAL] You need anything?
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] That goes to the pharmacy, give it an hour, you can pick it up.
[CUSTOMER][NEUTRAL] Your prescription goes to the pharmacy, you can pick it up in an hour, the medication. Whatever you.
[CUSTOMER][NEUTRAL] Who did you say Neia? Who did you say? [PII]? What's your name? [PII], hang on.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] I've never had a
[CUSTOMER][NEUTRAL] Is the CVS on [PII]. Bye. I'm sorry.
[AGENT][NEUTRAL] That's OK. I understand. OK, I do show that Ms. [PII] does have an active policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The effective date of the policy is [PII].
[AGENT][NEUTRAL] And let me give you the good policy number, the one that you gave me was um laps, but they issued a new one, so yeah, so let me give you the good one.
[CUSTOMER][NEUTRAL] Old.
[CUSTOMER][POSITIVE] OK, I'm ready, mhm.
[AGENT][NEUTRAL] OK, it's 251.
[CUSTOMER][NEUTRAL] 51
[AGENT][NEUTRAL] 0728.
[CUSTOMER][NEUTRAL] Oh, much shorter, right?
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's 251-072-8?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Perfect and you said she's effective as of [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, and then, um, what, what is, what coverage? How does it work?
[AGENT][NEUTRAL] OK, and this is just to verify her benefits. It's not a guarantee of payment. This is a supplemental insurance policy that's billed secondary to the primary. This policy helps with deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So she has an inpatient benefit amount of $5000 per calendar year and an outpatient benefit amount of $2500 per calendar year that can help towards the deductible co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK, and she has available.
[CUSTOMER][NEUTRAL] Coverage right now out of the 9000?
[AGENT][NEUTRAL] Let me check for you.
[AGENT][NEUTRAL] Let me check and see what she if she's used anything.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK just a second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] see you Monday.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] She has not used anything for the year of [PII].
[CUSTOMER][NEUTRAL] Perfect. Alrighty, and then you say your name is [PII]. What's the initial and last name?
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and do you guys give a reference number?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][POSITIVE] 2 days perfect. Alrighty, that's what I need. I appreciate it.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] Thanks alrighty bye bye.
[AGENT][NEUTRAL] Mm. Bye-bye now.