AccountId: 011433970860
ContactId: 56af4af9-1a67-4ffa-99fb-5361066bbd24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166380 ms
Total Talk Time (AGENT): 84588 ms
Total Talk Time (CUSTOMER): 54157 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/56af4af9-1a67-4ffa-99fb-5361066bbd24_20250214T18:30_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes, I am needing to verify eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you and your name is?
[CUSTOMER][POSITIVE] My name is [PII] and I'm so sorry, what was your name?
[AGENT][NEUTRAL] [PII], last initial [PII]
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And Ms. [PII], um, do you have a policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Policy number is 01834919.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 49. And verify, uh, do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK. And give me a moment. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK. I'm showing an effective date of [PII], policy is active, and what benefits are needed for the patient?
[CUSTOMER][NEUTRAL] It'll be for outpatient surgery at an ambulatory surgical center.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just verification of coverage. With this policy, we are secondary. We help with primary insurance that will or coinsurance.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she has
[AGENT][NEUTRAL] It has an outpatient benefit that pays up to $2000 per calendar year, um, but she does have a deductible for outpatient of $1000 per calendar year that has to be satisfied.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] 1000.
[AGENT][NEUTRAL] Let
[CUSTOMER][NEUTRAL] And can you tell if any of that deductible has been met?
[AGENT][NEUTRAL] Uh, give me one moment. Uh, so far shows $355.38 of that deductible has been met.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Calendar year OK perfect.
[CUSTOMER][NEUTRAL] OK, that is what I needed and can I get a reference number?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And today's date, perfect. All right, thank you so much [PII] I appreciate you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, you're welcome, Ms. [PII], and thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.