AccountId: 011433970860
ContactId: 6139a6e6-8950-4a65-a770-28e65e76969c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108550 ms
Total Talk Time (AGENT): 58783 ms
Total Talk Time (CUSTOMER): 36610 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/6139a6e6-8950-4a65-a770-28e65e76969c_20250210T14:07_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, hi, my name is [PII]. I'm calling from Acumen. I have a patient coming in stating that you guys are the secondary calling for benefits and to see if it requires, uh, just calling for benefits actually.
[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] [PII], that is correct.
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] I have 02473097 ML 8.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth [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] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] OK. For outpatient services, we cover up to $300 per day and that's $300 for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] Perfect. And I'm so sorry your name again?
[AGENT][NEUTRAL] Um, it's [PII]. It's spelled [PII] and my last initial is [PII]. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Is that the reference number?
[AGENT][NEUTRAL] My name in today's date is the reference number.
[CUSTOMER][POSITIVE] Thank you. Thank you so much, [PII]. You have a great one.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.