AccountId: 011433970860
ContactId: 5ce54281-368c-4e3e-9137-44de34e1028e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97019 ms
Total Talk Time (AGENT): 49490 ms
Total Talk Time (CUSTOMER): 29539 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/5ce54281-368c-4e3e-9137-44de34e1028e_20250616T13:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, good morning, [PII]. My name is [PII]. I was calling to get all patient benefits for patients.
[AGENT][POSITIVE] I'm sure [PII], I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It's 02473404.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK, it's [PII], uh, [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active, and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 300 per day and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] OK perfect. Alrighty, those are the only questions I have. Thank you so much for your help, OK.
[AGENT][POSITIVE] OK, thank you, [PII] for calling APL since there isn't anything else I can assist you with. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thank you you too bye.